I use mSecure on both my Windows and Android devices and have for many years.  My windows machine automatically upgraded from mSecure 5 to mSecure 6, and told me I have a premium trial.  So, I logged into the website and purchased a premium subscription.  I then opened the app on my tablet and phone to see if the premium account was there as well.  The app pops up a window stating "Update required" with two options OK and View on Play Store.  I click View on Play Store and it takes me to the mSecure page on the Play Store, but there are only 2 options: Uninstall and Open.  I click Open and it takes me back to the Update required pop up.  I then clicked on Uninstall and Install.  After installation, I open the app and signin and it tell me Update required and now I can no longer access any of my information.  

How can this be resolved.

Mike,  maybe it is not true, but let me explain what I am seeing.  

1) The app is installed.  The play store says so and allows the Open button to be displayed.  

2) The Open button is clicked and the app starts.

3) The app gets to the singin screen and takes the credentials.

4) Then the popup opens stating that "Update required"

5) Clicking "Veiw on Play Store" will have no valuable effect because we have already established that mSecure 6 is not there

6) So the only possibly useful option is to click "OK"

7) Clicking "OK" take you back to the Sign In screen to enter your credentials again

8) You are now in an infinite loop putting in credentials, getting the popup, pressing OK and around you go.

You are correct that I don't know who (Google or mSecure) is responsible for the popup window.  I assumed it was mSecure.

Given this infinite loop, there is no way to restore a backup file or anything else.

Mike,

Let me give you some constructive feedback.  I totally get that you needed to change your business model and go to a subscription model.  You did very well with the communication of that.  However, in the actual execution of this, you have violated the element of least surprise that is paramount in all business dealings.  I don't know what is actually supposed to happen or if you knew that people would have this delay in upgrading from the Play Store.  But it is absolutely the wrong thing to uninstall and reinstall.  With that knowledge, communication should have been provided to the users BEFORE the transition NOT TO UNINSTALL in the process of trying to upgrade.  That pop up window could have had a third link to communicate the details and expectations.  It appears to me that one thing that is really important in this communication is that one should not actually upgrade to the premium version until all platforms have upgrades available.  

From my perspective you have in our conversation here absolved yourself of virtually any and all responsibility.  I don't agree with that.  You as the developer/app owner have the responsibility to enable the transition for your customers to be as easy as possible.  A fundamental part of that is for the customer to not loose connection to their data.    A large part of that is clear communication and managing expectations for your customers.  That did not happen in this case. That is clearly on you.

I have been a very loyal customer for many years.  I have been responsible for leading a number of other customers to you and they are now using your app.   In the old business model that does not necessarily add up to much revenue for you.  However, in the new business model it could actually be substantial.  

You probably don't care about my thoughts on this, and that is fine; however, this could have gone better and you play a major role in that.

Darrell

Takes brass posting This:

The reason this is happening is because mSecure 6 is not available to you in the Play Store yet. As I mentioned before, the new version is being rolled out gradually, so not all users have access to it in the store yet. Those who have access were chose by the Play Store randomly, and we're at about 50% of our user-base so far that have access.

and this:

Everyone will have access to V6 after about a week.

Wait a week ?  Not acceptable.

Darrell and Wouter are way to nice.  You should never have released the platforms separately.  Improve your outsourcing.

I am having the same problem.   I can't access mSecure on my new phone. 

mSecure you don't get off the hook for this.  No Trump swapping.  You new there would be an issue with the way the Play Store rolls out upgrades.  I can't get to my data by 3/23 will be cancelling my new subscription to mSecure 6 and moving to Keeper.

I tried to comment here and they bumped my comment.  Probably because I told them they have 2 days to fix it or my wife and I will be moving on.  I have a new phone and I have to have access to my stored data.

I have to agree with Fxpiano.  Darrell and Wouter ARE way too nice.  This crap of blaming the Play Store is enough to make me change apps and leave mSeven in the dust.

Apparently Mike doesn't have a clue what his software is doing to users.  If a person uninstalled V5 on their Android device hoping to upgrade to V6, they are, unfortunately, out of luck.  V5 goes into a loop of saying you need to update but brings a user back to V5 in the Play Store (because it wasn't rolled out to everyone!), but will also NOT LET YOU RUN THE APP AND ACCESS DATA.  It is completely closed off from use if uninstalled and reinstalled.  Horrible, horrible planning on mSeven's part.

Communication about the Play Store rollout should have been front and center in the emails sent out to users.  I wouldn't have uninstalled the app if I had know that I had to wait a week to "get access" to a new version.

Seriously frustrated here.

I agree with all of the above! I have a slightly different problem. I finally received the update on Google Play a few days ago on my phone (Pixel 6 Pro) however when I tried to update the app on my Google Chromebook I get the same update loop that has been mentioned previously. I cannot log back in to version 5. On the other hand I was able to download the chrome extension for version 6 but it's useless because I still can't download the app on my chromebook. Is msecure compatible with the Chrome OS?