HI,

Thank you for contacting us, and I'm sorry to hear the password you are entering is not working. I'm not sure exactly why the fingerprint unlock is not working, but it could be that the OS or app was updated recently which sometimes disables the fingerprint unlock feature. Unfortunately, there is no way to turn that feature back on unless the app is unlocked first.

In order for the information stored in mSecure to be as secure as possible, mSeven Software doesn't acquire our customer's password or the data stored in mSecure, so there is no way for us to retrieve the password or your information. Also, in order to keep your information from being accessed without your permission, it is not possible to bypass or change the password when mSecure is not accepting the password being entered. The only thing we can do here is reset the app, but that means all of the data stored in it will be lost. I'm really sorry I don't have better news here.

For some of our customers, they forget at least one of the substitution characters they used to make their password stronger, like 3 for E, $ for S, and so on. Is it possible you are missing one of those substitutions or possibly transposing a couple of the characters in the password

Currently we have two options. The first is to keep trying to remember the password and see if anything you remember will let you into mSecure. The second option would be to reset your account and create a new account password (this is for mSecure 5 only): https://www.msecure.com/request_password_start

Hi Stuart,

Thank you for contacting us, and I'm sorry for the late reply to your question. I'm not sure what's happening here, but something doesn't sound right. As long as you are signed in to the same mSecure account, you should not have to restore your data from a backup. The data that is in mSecure on your iPad and PC should just sync over to your iPhone. Also, even if Face ID was not working, the password to unlock the app would be the same as it is on your iPad and PC, so something strange is happening here.

I'm going to have you check the username in mSecure's Account Settings on each of your devices:

For the mobile app (iOS):

1. Tap the menu icon in the top left of mSecure's main view
2. Tap Settings at the bottom of menu
3. Tap Account Settings

For the Windows app:

1. Click the settings icon in the bottom of the left column
2. Click Account Settings

Which email address do you see next to the Username field in each of your mSecure apps Stuart?

That's great news Stuart! Please let us knows should you have other questions.