Hi Michelle,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. I was able to check your account with the email you are using here in the forum, and I did find it. I can see that the last update that was made on the account was back on November 19th, so it is active. I was thinking you may have been using the older version of the app, but it definitely looks like you have been using mSecure 6.

The first thing I need to do is make sure I know where things are going wrong. When you open mSecure now, it should be asking you to enter your email address and password to sign in to your account. When you enter those credentials, is it accepting them, or is it telling you your email and/or password is incorrect?

To be clear, your phone number is not going to help you in this context. In order to sign in to mSecure on a new device, or if the device has been factory reset as yours has, you have to know the email address for the account, which is your Username, the Password for the account, and you have to have the QR code, which is the authentication mechanism that lets mSecure know for sure that you are who you say you are.