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Can’t access and don’t want to lose data

Old version isn’t working after updating iOS. Password isn’t working and I don’t want to lose existing data - can’t reach anyone directly. Need help that isn’t circular

1 personne a le même problème

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 or reset an existing 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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