Hi Ken,

I'm not sure what this is in reference to. Please take a look at the other post where I responded to your questions in detail. Respond to my last post and address any questions asked, and I'll do everything I can to get the issue resolved. I won't be able to help if you have scattered posts throughout the forum, as it's too difficult to keep track of the context.

I'm not sure what's going on with Apple's support, but you may now be the 3rd customer I have run into where they advised to delete mSecure 4. It's a really irresponsible move on their part, and it is causing big, big problems for those customers. I hope this isn't something do now, because it almost guarantees people will loose very important data from different apps.

Regarding the mSecure 5 account issue, what needs to be done here is his account needs to be reset. If the QR code is missing, there is no way to authenticate as the owner of the account, so the account setup will never get completed.

To be clear, although it's probably obvious, any data stored in the account will be deleted. I don't think he was using mSecure 5 before, so this shouldn't matter, but I wanted to be clear about that before proceeding.

The first step is to simply delete mSecure 5 from all your devices. If you have a Mac computer running mSecure 5, stop here and let me know before proceeding, because it doesn't help to simply delete the app from your Mac when it comes to resetting the app.

After you have deleted the app from all your devices, follow the steps in this support article to reset your account: https://support.msecure.com/en/support/solutions/articles/36000064228-account-reset

Next, reinstall mSecure 5 from the App Store app, and sign in to the account using the account's Username (email address) and the new password you just set.