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new apple phone and now my mSecure does not work

HELP!!!    New Apple iPhone  and now my mSecure password does not work.  

6 people have this question

Thank you for contacting us, and my apologies for the delay in my response. I believe I'm helping you with this issue via email support, but please let me know if that is not right. I responded to your ticket earlier today, so we'll keep all correspondence in that email thread moving forward.

Mike


I'm sorry if I was impatient I was following a suggestion to delete all Secure emails. I still need support I will wait for your email


Hi,

Your ticket has been responded to. We will continue this conversation through the ticket system.

Having trouble syncing my old phone with version 6 to a new iphone with version 6.


Hi,

Your ticket has been responded to. We will continue this conversation through the ticket system.

I had the exact same problem. I went round and round with mSecure help. Nobody would listen to me. Everybody said I must have the wrong password (that I had used for the last 15 years). Was unable to resolve. I lost all of my passwords that were on my mSecure! I switched to a different password software. Will never use mSecure again NOR will I recommend them ever again! There is definitely a problem on their end, but they won’t admit it.

Hi Eric,

I looked over the previous ticket I responded to you about and I let you know that if there was any change to your biometrics due to an update or manually changing it, this will force mSecure to require your account password. There is not a way mSecure is able to change your account password without you initiating the change. 


You then reset your account and then tried to restore from a backup file which is encrypted with the password that was in use when the backup file was made. You still weren't able to restore this recent back up file which means the password you were entering was not correct for your account. There is no way for anyone to change the password that was encrypting the backup file you were trying to restore.


I'm sorry, but there was not much we could've done in this situation. 

I use the same password for a decade. Never changed it. Your software failed! You can say it didn’t all day long, but others are finding the same problem I had! mSecure FAILED!!

HELP!  I also changed/upgraded my phone and now can't get in.  I rely on this program too much!

Unfortunately, you have just lost all your passwords. mSecure will tell you that you must’ve forgotten your password over and over again. They refuse to admit there’s a problem. You will not get your passwords back. I switched to Keeper, and I am pleased with it. This is a major problem with mSecure. I was a 15 year customer and lost everything. I was able to piece it together from passwords saved on my phone. Good luck and let me know if they have figure a solution out yet.
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