subscription not recognised : mSecure Support

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Chris

a créé un sujet 3 mois il y a

I have an essentials subscription, linked to this email address, however the app doesn't recognise this and doesn't enable features ie biometric unlock. Please advise how to resolve

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Mark - mSecure

a dit 3 mois il y a

Thank you for contacting us, and my apologies for the delay in my response. Your subscription has been updated with the correct renewal date, so everything should be good moving forward. We are in the process of migrating the subscriptions from an old system to a new system, so you won't run into an issue like this again. Please let me know if you need further assistance.

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Chris

a dit 2 mois il y a

Despite your assurances in your response to my last complaint, once again my account is not operating as a paid mmm, premium account and I am unable to sync record, amongst other constraints. This needs to be fixed, properly, or declare that you're not capable of doing so.

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Mark - mSecure

a dit environ 2 mois il y a

Hi Chris,

Your subscription has been updated correctly again and we have extended your renewal date to August so this hopefully will not happen to you again. We apologize for this happening again for you and we are trying are best to get this issue resolved once and for all.

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Alfonso

a dit environ 2 mois il y a

I have just experienced the same problem with my RENEWAL. How should I proceed?

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Drmassaro

a dit 26 jours il y a

I have just experienced the same problem with my RENEWAL. How should I proceed?

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Drmassaro

a dit 26 jours il y a

The renewal was processed through Paddle.com. They collected my $29.99 on May 16, 2026. It is a yearly Premium subscription. What the heck is going on Here?

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Candi

a dit 12 jours il y a

My app states that my subscription has expired. However, the payment was automatically charged to my account on 5/24/2026. I filed a ticket 3 days ago and have not received a response. How do I get this fixed so Face ID works again and the message quits popping up stating it is expired.

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Mark - mSecure

a dit 9 jours il y a

Hi Everyone,

The issue that you all are dealing with is due to a migration issue that our Merchant of Record (Paddle) is undergoing with our subscriptions. They have an older billing platform that our users were using to purchase a subscription which now they have made a new billing platform. We are in the process of migrating these old subscriptions to this new subscription platform which has been taking some time to do so. We are hoping to get this completely fixed soon, but in the meantime, we will need to manually update your subscriptions to show the correct renewal date. You might deal with a delay in getting your subscription updated correctly since we are dealing with a influx of users with this issue, but know we are trying our best to respond as soon as we can. For other users that are seeing this forum post, simply respond stating you are dealing with this same issue and I will get to you shortly. You may also send an email to support@msevensoftware.com so I can respond to your ticket.

I also want to make it clear that as long as you know your account password, you will remain able to unlock the mSecure app and see your data. This should not effect access to your data if you know your account password and you should regain access to biometric unlock once your subscription is updated correctly.

For everyone that has posted so far, we see you and we will be updating your subscriptions as soon as we can.