Hi Jen,

I'm not sure what's happening here, but I just followed your instructions on my iPhone, and everything worked as it should. I added a field named "Notes" to my "Logins" template, turned on the "Show in main view" and "Show label" toggles, then I saved the template. When I open a record, I see all of the information, and if I edit a record, I see the new Notes field. Whatever has happened here is not a known bug and I have never heard or seen this behavior before.

I don't see anything on your account that should lead to any type of strange behavior, so I'm hopeful this will be easily resolved.

First, are you saying that every one of your records now is showing "NO NAME"? Also, what do you mean when you say the record are labeled "NO NAME"? Can you send me a screenshot of this so I can better understand what's happening?

Also, do you have mSecure installed on any other devices, and if so, do you see the same thing on those devices?

Hi Jen,

Thank you very much for the screenshot. I now know what's happening, but unfortunately, I don't have any idea at this time why it happened. The problem here is that either the account key or the share key that are used to encrypt and decrypt your data is somehow not able to decrypt the data stored in your mSecure app. This one may be a little bit tricky resolve, because the typical signs that can lead to this happening are not evident on your account.

I believe we're going to need to try to restore your data from a backup, but before we do that, I have a few more questions:

1. I need you to scroll through all of the records you have in mSecure. Do every one of the record show "No Title" on the main view, or do some of them show the correct title?
2. Please have the other three people look through their records then let me know the same thing for their accounts. Do all of the records show "No Title" or do some of them show the correct title? If some show the correct title, is it that most of them have the correct title or do most of them show "No Title"? In other words, what's the ratio of good to "No Title" records?
3. In your mSecure app, tap the menu button in the top left corner of the screen. Tap Settings, then tap Backups. How many backups do you see in that screen, and what is the most recent entry? Also, DO NOT tap the button to create a new backup. That will simply cause a new backup to created with bad data, and only a certain number can be saved at a time.

Hi Jen,

I'm sorry I didn't get back to you earlier about this. At this time, I have noway of knowing exactly what happened here. However, I can say I'm highly doubtful it had anything to do with you changing the name of the template. The issue is that the data stored in the records is somehow unable to be decrypted, which is something I have not seen before in this context. I don't believe you have any choice right now but to restore from the backup you have, but the problem is, if everyone's data has been corrupted, you restoring the data that you added in your mSecure account is not going to restore the data they added to their accounts. A backup on your device will only restore data that was created in your mSecure account.

The first thing we need to do is try to get your data restored, so please go ahead and restore from your most recent backup. It's possible the data in that backup will not look right either, so if it doesn't, then restore from the 2nd newest backup. If that doesn't work, then try the 3rd newest and so on until your see the information.

Were you able to restore the data for your account Jen?

Hi Jen,

Unfortunately, there is no way to retrieve backups of data that were made before the last one getting displayed in your list of backups in mSecure's Settings. mSecure only creates a limited number of backups, and when the maximum number of backups is reached - in your case 20 - the oldest backup is removed when a newer one is created.

Do you by any chance have a different device that had all your data synced over to it Jen? If you do, it's possible there could be a good backup to restore from on that device instead. If not, let me know, and I'll see if I  think over another option.

Hi Jen,

Ok, this is good news. It gives us a path to go follow to try to restore your information. Before I send any instructions, can you let me know what you mean when you say you synced your husband's phone from date 9/28? Are you saying that you restored the backup you found from 9/28 on his device? I need to know exactly what you did here, because it can be a bit complicated describing what you do in the app.

What I would like to do is have you restore the backup you found on your husband's device into your mSecure app on your device. To do that, however, you'll need to move that backup over to your device first. Before we get into that, I need you to describe for me exactly what you did on your husband's device. For example, if I were to have you restore the backup on your husbands's iOS device, I would send these instructions:

1. Open mSecure and tap the menu button in the top left corner (3 stacked lines)
2. Tap Settings
3. Tap Backups
4. Tap the backup you want to restore from
5. Enter the password you use for mSecure into the field and tap Restore

Can you send me a numbered list of the actions you performed on your husband's device? Also, just so I'm sure I have the correct information, is your husband's device an iOS device?

After I'm sure I know what you did, I'll send instructions for getting the backup over to your phone so you can restore the data into your account.