@Carlo mSecure 5 is the solution for the iOS 14.5 update issue, since it is the upgrade to mSecure 4. Have you installed mSecure 5, created an account and then gone through the migration process? You can find more information here: https://support.msecure.com/en/support/discussions/topics/36000020017

Hi Carlo,

All that is needed is to download mSecure 5, create a new account, and then tell mSecure to migrate the data in from the old app when it asks you if you in the account setup process. Have you installed mSecure 5 yet? If not, the first thing you need to do is install mSecure 5. After you install mSecure 5, open the app, and when you get to the page asking you if you would like to Sign In or Sign Up, choose the option to Sign Up for a new account. As you go through the next few pages in the setup, you'll reach a screen where mSecure will ask you if you want to migrate your information in from the older app. Confirm that you would like to migrate your data, and then finish the setup process.

Were you able to that Carlo?

@Paulbbatch When you say, "...ultimately resulted in me losing my passwords" can you explain what you mean? The only way to loose passwords after the iOS 14.5 update is if you do not know the password for opening the old mSecure app. If you know your password, and you still have mSecure 4 installed, I should be able to help you migrate.

Hi Ahmad,

Unfortunately, there aren't any other options for continuing to use mSecure. The older version of the app is no longer supported, and mSecure 5 is the currently supported update to that app. We do have mSecure 6 coming out soon, but it is much more like v5 and less like v4. Coming from v4, both mSecure 5 and 6 would be paid upgrades.

Hi Sally and Donah,

Thank you for contacting us, and I'm sorry to hear about the issue you're experiencing after the recent iOS update. Unfortunately, mSecure 4 is no longer supported, so there won't be any updates to that version of the app. The problem is, at some point in time, older, unsupported apps always run into issues like this, which is why developers have to provide an option so that it doesn't happen. mSecure 5 is that option, as it is the update to mSecure 4 that keeps what's happening in iOS 14.5 and 14.6 from taking place.

In the older version of the app, we implemented an advertisement for mSecure 5, and that was to let our users know that the app was available and that they could upgrade at any time. Along with that advertisement, we provided an option to close it and not show it again in the future. We are finding that a lot of customers have used that option, so they aren't seeing the ad any longer. The problem is, we have no way of contacting our older customers, because the older app doesn't have an account system. Without an account system, we don't have their email addresses. If we did have their emails, we would be in communication about what is currently happening.

However, the issue brought about by recent iOS updates are a different story altogether. On all our company test devices, we have still not encountered the issue you and other customers are experiencing, which, though there are a lot of people who have experienced the problem, is actually a very small percentage of our overall customer base. Even had we been able to contact our users via email, we wouldn't have done so before the iOS 14.5 update, because we never knew it would cause this problem. And Apple doesn't send developers notifications that this type of behavior will occur, so there was no way for us to know ahead of time.

The good news is, if you still know your password to mSecure 4, you haven't lost your data. All you would need to do is install mSecure 5, create a new account and then migrate your data in from the old app. You can find out more about this process here: https://support.msecure.com/en/support/discussions/topics/36000020017

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@Sally If you already have an mSecure 5 account, you will need to reset the account first, and then you will be able to perform the migration. The link above talks about this process and provides an article to walk you through resetting your account.

@Sally and @Donahy Since you already have an mSecure 5 account, you will first need to reset your account. The migration process is only triggered when the mSecure 5 account is in a fresh state, and in a fresh state, you will not be asked for your QR code. The QR code is only used to authenticate you as the owner of the account once it has been set up. Since after an account reset, it's as though it has never been signed in to before, you will get a new QR code after the sign in is complete.

The first thing you need to do is delete mSecure 5 from your device. Make sure you don't uninstall mSecure 4, as that will lead to data loss. After you have deleted mSecure 5, follow the steps in this article to reset your account: https://support.msecure.com/en/support/solutions/articles/36000064228-account-reset

After the account is reset, install mSecure 5 from the App Store app, then sign in to the account using your account's email address and password you just set. After you sign in, you'll need to choose a sync feature. Go ahead and choose mSecure Cloud syncing, which can be changed later if needed. The next screen after that should ask you if you want to import your data in from mSecure 4.