Chat support available. Click the chat icon on the bottom right corner to start chatting with us right away!

mSecure Support

Knowledge Base Forums Submit a ticket

msecure pro doesn't show saved accounts

mSecure just updated to Pro and has all my saved accounts with passwords showing in a vault marked private.  When I click it, nothing shows up.

I need access to my accounts.  That is why I had it in the first place.  Are we able to go back to the old version if we want to?

Hi Carolyn,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. In mSecure 6, everyone has a Private vault, as that's where all records that aren't shared with other users are placed. Since what you are describing isn't normal behavior, I'm hoping you have a filter enabled that's causing some information to be hidden.

I just tried checking your account, and I was able to find one, but it doesn't look like the account you are using. I'm not seeing any devices signed in to that account which indicates you are using a different account. This is OK, but I do need to figure out which account you are using.

I'm going to have you check the username in mSecure's Account Settings on each of your devices. I don't know all the different platforms you use, so I'm sending you the instructions for all of them. When you respond, please tell me the different devices you are using next to the email you see in the Account Settings of each app.

Also, if don't want to type out your email address here in the forum, then we may need to move our correspondence to email. If you don't want to type out the email you find in the Account Settings of each mSecure app, for the first step, simply let me know what type of device or devices you are using.

To find the email address for your account, follow the instructions below on each device running mSecure.

For the mobile app (iOS/Android):

    1.    Tap the menu icon in the top left of mSecure's main view

    2.    Tap Settings at the bottom of menu

    3.    Tap Account Settings

For the Mac app:

    1.    Open mSecure

    2.    Click "mSecure > Preferences" in the menu bar in the top left of your screen

    3.    Click the "Account" tab

For the Windows app:

    1.    Click the settings icon in the bottom of the left column

    2.    Click Account Settings

Login or Signup to post a comment