Hi Can,

 Thank you for contacting us and I'm sorry about the issue you are experiencing. Your account password and account key(QR code) are like a key to a safe. If you have the correct key, you can open the safe. If not, the safe will remain closed. Because you no longer have the key, no one will ever be able to open the safe again. As a result, in order to obtain a new key and a new safe, you must reset your mSecure account. If you have forgotten your account's password, you can learn how to reset your account and create a new account password here: https://support.msecure.com/support/solutions/articles/36000064228

Sara,

Please create your own topic where you provide proper information about your issues. mSecure 5 is the only version of mSecure to use an account system. If you were using mSecure 4, you don't have an account with us. You can download mSecure 4 from your Purchase History: https://support.apple.com/ht201272

If you want to use mSecure 5, you can create an account in the app to start from scratch. mSecure 5 can restore from a .msim backup file created in mSecure 4 if you have one available: https://support.msecure.com/en/support/solutions/articles/36000064653-transfer-information-from-msecure-4-to-msecure-5

This Topic is now closed though.