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Soporte mSecure

No records in Android after account reset

Eden Melgar,

I was working with you on this a month or so ago and have opened a ticket for it but thought it be good to continue with you.

I reset my account because I couldn't get the sync to work properly across platforms. I uninstalled all devices and installed on Win10. Logged in and imorted from backup. Then I installed the app on my android, logged in and verified with QR code email. Even after syncing, no records show on the phone. 

Once I created test record it looks like all records showed.

This might be obvious, but does your Android device have access to the internet? Assuming it does and you're still having issues, create a test record on Android and then manually sync on Android afterwards to see if that record gets synced to your Windows device?

Done and all records show in Windows 10 but none in Android.

Doing it now. I uninstalled the Mac before doing the reset and have not installed it again yet. 


Our system shows that you've sign in the account on Mac as well. The device sign in information is reset during the account reset so I assumed you had signed in to mSecure 5 on your Mac already. My first recommendation here would be to create a new backup of mSecure 5 on Windows and restore from that backup on Windows to see if mSecure 5 on your Android see the changes and syncs over your information:

  1. Open and unlock mSecure 5 on Windows
  2. Open and unlock mSecure 5 on Android
  3. Click on the gear icon on the bottom left area
  4. Click Backups
  5. Click Backup up now and create a backup
  6. Click Restore Backup and restore from the backup you just created

Check to see if mSecure 5 on Android detects the changes and syncs your information over. Wait around a minute for this to happen on its own. If no syncing takes place, tap the Sync Now button in mSecure 5 for Android (mSecure 5 -> Menu -> Sync Now). 

For troubleshooting purposes I uninstalled it from all devices (2 x Android/ Mac / Win 10).  After the account reset I installed the Win 10 app and restored from backup and all records look correct. I then installed only the one Android but am not seeing any records there.  I'm waiting to install on any other devices so as to limit the issues for troubleshooting.  


I'm happy to continue to work on your issues here. Is the information available in mSecure 5 on Windows and(or) Mac for you? Is Android the only device that is not currently syncing? 

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