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
Discussions > Report a problem > Android
Start a new topic

Locked out of mSecure!

I normally use my fingerprint to access mSecure on my Android phone.  When I tried accessing it just now I couldn't use my fingerprint and instead get the message "Your password has been changed.  Please enter your new password to proceed".


I didn't change my password.  I tried entering my old password and it was rejected (I know I was using the correct one because I set a password hint).


I am running mSecure 6.1.5 on a Google Pixel 9 Pro XL.  I don't have the software installed anywhere else.


Help!

Hi,

This is an active issue that we are trying to understand further. What we do know is if you are able to enter your current password, you should be able to still gain access into your account. I need you to answer these questions exactly how they come so we can try to find out why and how this is happening:

  1. Are you able to access your data on any device currently? If so, which device can you access your data?

  2. Are you able to enter your current password on any device to access your data?

  3. Are you seeing the "password changed" on all devices?

  4. Have you recently undergone an OS update for Android?

Please let me know and I will assist further.

1. No. mSecure is only installed on the one device, my phone, a Pixel 9 Pro XL 2. No. The prompt indicates that the password has changed and I need to enter a new one. Entering the old one doesn't work. 3. I can only see the prompt on the one device where I have the app installed, my phone. 4. Not very recently (March 5) but I do install updates as they arrive. I'm running Android version 15.

Hi David,

Thank you for your response. Do you have a different device that you can install mSecure 6 on? If so, please do so through the app store of the device you are using and "Sign In" to your account using the last known password. Please let me know if you were able to enter your account on a new device. Also, if you are sure you know your password, we can try to restore a backup file if you still can't get into your account. Please look into your internal storage and see if you can find a backup file from mSecure. How many backups can you see and how recent are they? Please let me know and I will assist further.

I tried loading mSecure to my PC. It asked for the email address and the password but rejected them. The cloud profile may have been overridden by the new password, whatever that might be. So going to a backup looks to be the go. Where do I go to find the backup files and how would I restore them?

Hi,

Thank you for your response. The message that you received on your Android device was a false message, so there is no "new password" because mSecure can't create a new password for you. If you are unable to sign in to your account on your PC, this is a sign that the password you are entering is incorrect for your Android device as well. Our last and only effort to get your data back is if you know the password that was in use when you made a backup file in mSecure 6. In order to even try to restore a backup file, we need to see if you can sign in to your account on your Android device. Please uninstall and reinstall the app on your Android device and see if you can "Sign In" to your account. If this is not working for you we will need to reset your account. Resetting your account means all of your data will be deleted from your account, but if you have a backup file on your Android device, you will still be able to try and restore the data. Please follow the steps below to reset your account:


To reset your account:


  1. Delete mSecure from your device(s)
  2. Open this link in your web browser on any device: https://www.msecure.com/request_password_start/
  3. Enter your mSecure account email address in the "Email Address" field, then click "START PROCESS"
  4. You'll receive an email with information for the account reset. Read that email, then click "RESET ACCOUNT".
  5. Enter a new password two times, enter a hint to help you remember the password, then click "RESET ACCOUNT"
  6. Install mSecure from the store app on your device - App Store app, Play app, or Microsoft Store app
  7. Open the app and move through the screens until you are asked to Sign In or Sign Up for an account
  8. Tap the option to Sign In using your account's email and new password you just set
  9. Choose which sync feature you would like to use and continue through the app setup process

After doing so, please follow the steps below to restore a backup file you might have: 


  1. Open and log in to mSecure.
  2. Tap the menu icon.
  3. Tap Settings.
  4. Tap Restore.
  5. Navigate to the location of your backup file (only internal storage is available) and restore.

Did this work for you?

Login or Signup to post a comment