Hi Everyone,

We learned yesterday that some of our customers are running into an issue with the iOS 14.5 update. Unfortunately, we're not sure why this is affecting some people and not others. All of our test devices are running mSecure 4.5.4 without any issues after the update, so the problem is not as straightforward as it may seem from the error message.

We only have a couple of different options here. First, since mSecure 4 is no longer supported, there won't be any updates to that app. It's possible, however, that simply reinstalling the app would take care of the issue. The problem here is, in the older version of mSecure, it is not syncing to any type of cloud server by default, so you would need to have a backup of your data in order to thy this solution. In mSecure 4, when the app is deleted, all of the data is deleted with it, so if you don't have a backup, please do not attempt to do this.

The second option is to upgrade to mSecure 5. While we have confirmed that mSecure 4 still works in iOS 14.5, we're getting more and more reports of the error message you guys are receiving with each iOS update. We are pretty sure that at some point in time in the near future, v4 will just stop working for everyone. Since that version is no longer supported, an update to v5 will be the only option for gaining access to your information. When upgrading to v5, you have the option to migrate your information from the older version of the app, so even if that older version isn't opening, you will still be able to migrate the data into v5.

In order to upgrade, you can simply download mSecure 5 from any App Store (iOS, Mac, Play, Microsoft), then sign up for a new account. When you go through the signup process, you will get an option to migrate your information. Answer to perform the migration, and that's it. Your data will be migrated in from v4, and you'll be all set.

One thing to note is that many customers set up an mSecure 5 account in the past, so when they go to create a new account, mSecure tells them the username is already taken. Then they try to sign in to that account instead, the password isn't accepted. In that case, the best thing to do is simply reset your account from our website using the instructions found in the "How to reset your mSecure account" section of this article: https://support.msecure.com/en/support/solutions/articles/36000064228-account-reset

After resetting your account, you will be able to sign in to the account in mSecure 5 and perform the migration of your data from v4. 

Do be aware that the full version of v5 has a 30 day trial, and after that, a Pro license is required to continue using all of the features like syncing, backup/restore, etc.

@Kathy and @Gerald,

Unfortunately, we're still not sure what is causing the error message customers are seeing. We are not experiencing the problem on our own devices, so something is causing the problem for which we cannot find any documentation. The only thing we know for sure is that regardless of whether you can open mSecure 4 or not, you can migrate you information using the instructions in my previous post.

For clarification on the status of mSecure 4, that app was updated a few times after mSecure 5 was released, but it has not been officially supported for at two years now. When we created mSecure 5, it was the first time in the history of the company that we charged for the upgrade, so since the v5 was an entirely different app in the store, it gave our customers the option to continue using the older app without having to purchase an upgrade. Had v5 been installed over the top, then once the upgrade installed over v4, there would have been no way to use mSecure any longer unless you decided to pay for the upgrade, and we didn't want that for our customers.

Regarding a discount for customers, when mSecure 5 was first released, we had a pre-order period where we gave our existing v4 customers the opportunity to purchase the app for just $9.99, which is 66% off the normal price. After the release, we had a long period where we would still sell it to 50% off the normal price to existing customers. Now, we regularly send out emails to our customer base that offers the upgrade for 33% off. Right now, we are currently running a sale where mSecure is 33% off, so it is discounted now should you want to upgrade. It's also possible for us to get you a 50% off discount, so you if you would like to take advantage of that, please let me know.

@Michael Thank you for your post on how you fixed the issue moving to v5! What you described is the exact process we hoped for when v4 stopped working. The most unfortunate thing is there is no way to know when exactly that will happen, as we actually thought that version wouldn't last as long as it has. What we're dealing with here is the consequence of not forcing our customers to update, but we decided this type of issue was better than forcing our customer's down a certain path.

@Kathy If you contact our support team via email at [email protected], they can help you through the discount process. The best path forward now, however, is to simply download mSecure 5 and create a new account as @Michael described above. That way, you will have immediate access to your data, then you can make the purchase from our website at a discount.

Also, if you are running v4.5.4, you should have been seeing a message periodically upon opening the app that mSecure 5 was available with brief instructions on how to get it. It's possible you were running an older version or that the message was dismissed with the option to not be notified again. In either case, we are sorry you were not made aware of the ability to upgrade. We will do everything we can to help you get moved over to v5.

@Till What you are dealing with is more of complex issue that needs to be addressed in it's own context. You can either post a new thread or contact our support team at [email protected]. Either way, we'll do everything we can to help.

@Dane No problem at all, and it's great to hear you were able to get access to your data in mSecure 5!

@Dan Unfortunately, there won't an updated to mSecure 4, since that app has not been supported for about 2 years. However, as long as you are running iOS 12, which looks like the latest version of iOS the iPhone 6 will run, you should have no problem download mSecure 5. Have you tried download mSecure 5 onto that device from the App Store? If so, what happened?

@MJ Please refer to my posts above for instructions on how to gain access to your information in v5.

@Kathy That's great news! It's good to hear you were able to get mSecure 5 set up and all your data migrated.