Hi Adi,

Thank you for contacting us. The only way you would be able to restore the data stored in a backup file is if you know the password that was used when the backup file was created. The password you were using to unlock mSecure when the backup file was created will be needed to restore the data from that file, so I don't think resetting mSecure is going to help here. Do you know the password you were using to unlock mSecure when the backup file was created?

Hi Adi,

That is correct, the password used to unlock mSecure is the same as your account password. However, this is a little bit tricky, because it's possible you were using an earlier version of mSecure when you created the backup file. In that case, there was no such thing as an mSecure account, so there was no account password, if that makes sense.

Can you give me some context as to how you arrived at the point you are in now where you need to restore from a backup file? Did you have to reset your device, or did you upgrade from an older phone? If I can get some more information as to what happened, I may be able to help.

Hi Adi,

Unfortunately, without knowing the password that was in use when the backup of your data was created, there is no way to restore that data. The backup's information is encrypted with your password, and that's how the data is protected from someone who might get hold of the file without your permission. The only way to decrypt the data stored in the backup file is by entering the password used to unlock mSecure when the backup was created. Does that make sense?

Are you able to unlock mSecure and gain access to your information in any version of mSecure running on any of your devices?

Thank you for contacting us. If you have access to your data, even if it's only via biometric unlock, like if you're using Face or Touch ID, it should be simple to fix this problem. Do you have access to your data in any version of mSecure running on any of your devices? If you do, which device is it, and do you know what version of mSecure it's running?

If you don't have access to your data in any version of mSecure, unfortunately, there's not much we can do in these situations. In order for the information stored in mSecure to be as secure as possible, mSeven Software doesn't acquire our customer's password or the information stored in their mSecure account, so there is no way for us to retrieve either of those items. Also, in order to keep your information from being accessed without your permission, it is not possible to bypass or change an account's password when mSecure is not accepting the password the user is entering.

The data stored in mSecure is secured with your account password. Since the data is now in an encrypted state, there's no way to decrypt it if the password is not accepted. The only way to decrypt the information, making it readable again, is to enter the exact password that was used when the data was encrypted.

While it is possible to get access to your mSecure account again, to do so would require an account reset. However, if you reset your account, all of the data stored in the app will be destroyed. The reason for this is to maintain the highest level of security when it comes to the information you store in the app. If a feature were implemented to retrieve the password for an account, that would mean we would have to store your password in our system, which is a huge security hole. In order to avoid that, we do not support the ability to reset a password while maintaining data stored in the account.

I'm really sorry I don't have better news here.

If you think you know what the password is, it's possible one or more of the characters is not getting entered correctly. One thing that has helped some customers in this situation is trying some letter substitutions for the password attempts. Whatever the password may be, it's possible you used number and/or special character substitutions like typing $ for S or 3 for E. Hopefully this can aid you in finding the correct combination of characters for your password.