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Sync issues on one of our two new iPhones

One of our 2 new iPhones doesn’t sync with mSecure cloud. Using paid version for more than 10 years

and never this problem before.

First this iPhone didn’t recognize the password, so I reinstalled the mSecure app and can access mSecure again but it doesn’t sync anymore

Hi Frans,

Thank you for contacting us. I see under your account that you recently have undergone an account reset. Knowing this now, which devices are you currently able to access your data? Are you able to access your data on multiple devices? Please let me know exactly what devices have your data currently accessible and please let me know if you are seeing any sync errors on any of your devices.

Hi Marc Sorry for late reply We always had 2 iPads and 2 iPhones without problems Recently bought 2 new iPhones and one of them gives problems All account settings on 4 devices the same First it didn’t recognize the password, so reset, then it gave the password away as the hint Then I reinstated the app but now it doesn’t sync anymore with the msecure cloud Face ID works well What to do about it Frank

Hi Frans,

Thank you for your response. Are you able to sync between your other devices without a sync error using mSecure Cloud? If so, please uninstall and reinstall the app again on the iPhone that is not syncing with your other devices. Did this fix the issue? If not, I am going to need screenshots of your account settings to confirm that your account is not disconnected from our system. Please let me know and I will assist further.

Hi,

I managed to restore an email backup to the iPhone.

Remains the syncing error,  all 4 devices should sync using mSecure cloud. 

All devices give message: syncing error, tap to view, It appears an account reset was performed on another device 

Please back up your data, reinstall mSecure,sign back into your account and then restore from the backup.

Am I supposed to do this on all 4 devices simultaneously?
greetings Frank

Hi Frans,

Thank you for your response. Let's create a backup file on one of your iPhones first and uninstall and reinstall the app to restore your data on your reset account. Please follow the steps below:


To create a backup:


  1. Open mSecure, then tap the menu button in the top left corner (3 stacked lines)
  2. Tap "Settings" in the menu

In the Settings, tap "Backups," then tap "Backup Now" to create a new backup. Afterwards, check the list above to make sure a new backup was added to the top of the list. Once done, please make sure you are able to open and unlock mSecure on this device using just your password. After you confirm this, please uninstall and reinstall the app on this iPhone. You will then "Sign In" to your account using your new password and use the new QR code that you received when you reset your account.


After you gain access to your account, please restore this backup file you made on your account using the old password you were using to access your account. Once you see all of your data, please then uninstall and reinstall the app on your other devices to then "Sign In" to your account using your new password. You should then see all of your data on your account without the sync error. Did this work for you?

Good morning,

I followed the instructions and for safety I had mSecure open on one ft the iPads.  Made a backup.

Then deleted account on one iPhone and removed app, then reinstalled app but didn’t receive

a new QR code and the open mSecure on the iPad went blank and cannot sign in anymore on all the devices .

Did I do something wrong?

Frank

For your information: there is also  a  backup email from yesterday.

Hi Frans, 

Thank you for your response. I can't find your mSecure 6 account under the email address that you are using for your support account so I think you deleted your account on accident. Since you know your old password and you have a backup file available, we can restore your data. Please follow the steps below on one of your iOS devices:


  1. Open the mSecure app and "Sign Up" for a new account
  2. Once you are in your account, open the Mail app on your iOS device and find the email containing your backup file. 
  3. Tap the attachment, then select mSecure from the list of apps. If you don't see mSecure, tap the More icon and select it from the full list. 
  4. After mSecure opens, unlock the app using Touch ID or your password.
  5. Enter the backup's password, then tap Restore. 

Did this work for you? If so, please sign in to your new account on your other devices to see your data.

Hi Marc,


syncing problems solved, system work fine now.

Remaining problem is that we now have a trial account and not my former paid account till May.

Can you restore it from your end?

Greetings,

Frank

Hi Frans,

Thank you for your response. Before I go further, are you referring to your pro license which was a one time purchase or did you purchase a subscription previously for mSecure 6? I'm asking this question because I can't see a subscription on the email address you are currently using for your support account. If you feel comfortable enough, please let me know what email addresses you might've used to purchase a subscription for mSecure 6.


If you want to share that information in private, please email "support@msevensoftware.com" titled "Attn: Mark" and I will respond to your ticket.

Hi Mark Since 2012 I had an ongoing subscription for mSecure renewed yearly To be renewed 27-05-2025 I don’t know mSecure which number. My e-mailadres is yoly.charley@gmail.com or yoly.charley@icloud.com Greetings Frank

Hi Frans,

Thank you for your response. I checked both of these email addresses and I can only find the pro license on the "yoly.charley@gmail.com" email address that I can apply to your account. This was a one time purchase which is the equivalent to the essentials subscription. If you recall paying every year, please find a receipt for me so I can track this subscription down for you. Do you remember where you purchased the subscription?

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