Hi Kenneth,

Thank you for contacting us. Can you let me know what happens when you try to open mSecure? Also, do you have access to mSecure on any device?

It's good to hear things are working now Kenneth. Should you need more assistance, please let me know.

@David I'm not sure what's causing this to happen, but it isn't a known bug you're dealing with here. There have been a handful of customers that have experienced similar behavior, but we have not been able to isolate it to any specific problem. Really quick, I checked for an account with the email you are using here in the forum, and I was not able to find one in our system. Do you know which version of mSecure you are running? When you look at the app icon, is it a very dark color of blue, or is it a brighter blue color? I believe you are running mSecure 4 since you are getting prompts to make backups, but I need to be sure.

@David Ok, this is making more sense now. With the color you described, you are running mSecure 4, which means it's probably not working after a recent iOS update. This has been happening more an more since that version of the app is no longer supported and hasn't been updated in more than 5 years.

What you'll need to do is simply download mSecure 6 from the store app on your device, and create a new account. After that, I'll be able to help you get the data transferred over to the new app from the old mSecure 4 app.

Were you able to download mSecure from the store app on your device? Also, can you let me know what type of device you're using?

@John If you are able to open mSecure 6, tap the menu button in the top left corner of the screen (3 stacked lines), then tap Settings. In the Settings screen, scroll down and tap "Import from mSecure 4."

@Rudolf Please send us an email at "support@msevensoftware.com" because I'm going to need to get some private information from you in order to help you retrieve your password. After you send the email, let me know here in this thread, and I'll respond as soon as I see it.