Thank you for contacting us, and I'm sorry for the issue you are experiencing. I'm pretty sure the reason this is happening is because your mSecure account is a free account. The Face ID unlock feature is only available with a Pro license. I see you started your trial back in June of this year. Were you planning on purchasing a license? If so, we do have a sale on our website that gives you a 33% discount. If you think you have already purchased an mSecure 5 license, do you have a copy of the receipt by chance?