Thank you for contacting us. Can you let me know if you are using the old or new mSecure app? When you tap on the app icon, is it a bright blue or is it a very dark blue background behind the key?
I have the same issue, fingerprint feature not accessible to login, and cannot recall the password.
I have Android 7.0 and using the very dark blue mSecure PRO app
How can this be solved, to have access via fingerprint or recover the password without losing all the data?
Same here, I can’t access my fingerprint ID, and have forgotten my password, please help.
Hi Dacian and Christine,
I'm not sure how the fingerprint access would have stopped working all of a sudden. Unfortunately, this is one of the drawbacks to using the biometric authentication, since if something happens and it becomes disabled, then the only way to unlock the app is by manually entering your password. Due to the security of the app, there is no way to bypass manually entering your password after mSecure prompts you to enter it.
Not really helpful after the fact but I have noticed if you make any change to the security on your phone (iPhone anyway) such as adding a fingerprint then touch is disabled for the mSecure app and you need your password to log back on - even though you have made no change to the security in the app itself.
The bottom line is that touch login is brilliant - very quick and useful - but never lose your password.
Thank you again for your feedback Andy! Here's little more feedback about the nuances of biometric features (same for both iOS and Android).
The authentication information for mSecure (and any other 3rd party app) is stored in the OS's secure storage build for biometric authentication. Whenever the user's biometric information is altered, like when a face or fingerprint is added or removed from the OS's settings, ALL of the authentication data in the device's secure storage is completely wiped out which causes the biometric unlock feature to be disabled for mSecure.
The reason for this feature is to keep thieves from bypassing the security of your installed apps. If this feature didn't exist, then anyone could get hold of your device, add a new face or fingerprint in the device's settings, then they would be able to open and unlock mSecure and any other app you gave permission to unlock via biometric authentication.