@Stoyan There is nothing you have told me so far that I don't understand. You don't have to tell me to stop and read what you are saying, and you don't have to use all caps, because I have read every word you have written and I am listening. You need to listen to what I'm saying now. The problem is, what you are saying is not making sense. Before you write anything else in your next post, I need to explain how mSecure accounts work, and I need you to let me know you understand.

There can only ever be one mSecure account for any one email address. You are telling me, and I can see in our system, the you created an mSecure account using your "[email protected]" email address on May 6th 2022. If you already had an account in our system with that email address, you would not have been allowed to create that account using your "[email protected]" email address. There absolutely cannot be two accounts in our system using the same email address. It's literally impossible.

Also, before you mention having deleted the mSecure app from your device, please understand that it doesn't matter that you deleted the mSecure app. Your account in our system does not get deleted when you delete the app from your device(s). In fact, we don't ever delete account from our system. We only deactivate them. What I'm saying is, you didn't delete your mSecure account when your daughter deleted the mSecure app. We didn't delete your account either, because we don't delete accounts.

Does that all make sense to you?

Whatever account you may have had in the past was not using your "[email protected]" email address. That means that if you were using mSecure 5 previously, you had an account using a different email address. I need to find that account if it exists.

Before we do anything else, can you let me know that you understand what I'm saying? If you don't understand and still think that your account was deleted, please let me know, and I'll try to be even more clear.

@Stoyan I'm not trying to say you have done anything wrong. We are dealing with a language barrier here, so I'm trying to write things out as clearly as I can to make sure we are communicating effectively. Many of the things you are telling me do not make sense, and I cannot help you until I am sure I understand the situation. At this point, I still do not understand what has happened.

Also, I am not trying to say you are a dumb person, I am simply trying to help you not only get access to your account but also help you retrieve your data. What we have not been able to talk about yet is that even if I were to add a license to the account you just created, your data will not come back. The account you created is a brand new account. It does not have your old data stored in it. The license on your account is the least of our concerns here. Right now, you do not have access to the information you stored in mSecure. At this moment I do not know how to retrieve it, because I cannot find the account you were using before mSecure was deleted from your device.

Does that make sense?

For now, please do not worry about your license. We can work on that at any time in the future. The problem right now is that your data is gone and we need to find it.

Do you have access to a backup of your information that would have been created in mSecure before the app was deleted? 

@Stoyan Thank you for the extra information. I understand why you might want to use a second password manager, but that is totally unnecessary with mSecure. mSecure not only stores you data in a cloud service like the mSecure Cloud, Dropbox or iCloud if you have an iPhone, so backups are continually created and you can restore your data from those backups in the event something like this happens.

If you have your data in another app, that is good news. The problem now is, I have to figure out what is going on with your account. It cannot disappear from the system without a trace. You have just created a new account using your "[email protected]" email address, which means you did not have an account before this using that email address. Do you have any idea what email address may have been used for the account you were signed in to?

There is one other thing I can have you check since you are using an iPhone. Please open the "Files" app on your iPhone, and tap "iCloud Drive" under "Locations." In the "iCloud Drive" screen, tap the "mSecure" folder. You should see at least two folders there, and they will each be named with what appears to be 10 random characters. For each folder that you see named with 10 random characters, please sent me those characters. So if you see 2 folders, you should send me 2 sets of 10 characters.

@Stoyan Ok, I was finally able to figure out the problem, so thank you very much for the screenshots. You do have two mSecure accounts. The first account was created back on September 23 of 2021, and it has a v5 Pro license on it. That account has the email address of "[email protected]", which is different than the "[email protected]" address you used to create your new account just a few days ago. There is an "s" after the @ symbol instead of an "a". What you need to do is simply delete mSecure from your iOS device, install it again from the App Store app, then sign in with your "[email protected]" email address. After you do that, you should see all your data sync in to the app.

After you do that, I'll need to help you get the right email address set for the account. IS @sbv or @abv the correct letters for the account?

@Stoyan It doesn't matter that the email address has a typo in it. If you sign in to the account using your "[email protected]" email address, you should be able to sync in your information. After that, I can help you with getting the email address corrected on the account.

Were you able to sign in to your old account, and if so, did your data sync in?

@Stoyan It's good to hear you were able to get signed in to your account and get your data back. I just disabled the new account you created, so now you should be able to change the email address for your account to "[email protected]." Were you able to change the email address?