Account Password or Forgotten Password Issues?
If you can't log in to your mSecure account or are experiencing account password issues, follow the steps below to troubleshoot.
New to mSecure?
If you've been using mSecure 4 (mobile) or mSecure 3 (desktop) and are new to the updated system, learn about our new account system here.
Understanding Your Account Password & Key
- Your Account Password and Account Key (QR code) are only accessible by you. They are never stored or shared by mSecure or mSeven Software.
- Think of your Account Password and Account Key as a key to a safe - without the correct key, the safe cannot be opened.
- The only way to decrypt your saved data is by entering your correct Account Password.
If you have forgotten your Account Password or lost your Account Key, you must reset your account to create a new password key. Refer to the account reset process section at the bottom of this article.
Troubleshooting Login Issues
If You Haven't Signed In Yet
To log in to your mSecure account, enter your mSecure Account Email and Account Password. If you receive an error, verify the following:
Email Address:
- You have an existing mSecure account.
- The email contains no typos or spaces.
- You are using the correct email address associated with your account.
Account Password:
- It contains at least 4 characters.
- There are no typos or extra spaces.
- You are entering the correct password for this account.
Device Settings:
- Caps Lock and Num Lock are set appropriately.
- The keyboard language/region is correct.
If You're Already Signed In But Can't Unlock mSecure
If you receive an "Incorrect password" or "Wrong password. Try again!" error when trying to unlock mSecure, confirm the following:
Account Passwords:
- It contains at least 4 characters.
- There are no typos or extra spaces.
- You are entering the correct password for this account.
Device Settings:
- Caps Lock and Num Lock are set appropriately.
- They keyboard language/region is correct.
Forgot Your Password?
If you believe you've forgotten your mSecure Account Password, follow the steps in this article to reset your mSecure account and create a new password.
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