Hi,
This is an active issue that we are trying to understand further. What we do know is if you are able to enter your current password, you should be able to still gain access into your account. I need you to answer these questions exactly how they come so we can try to find out why and how this is happening:
Are you able to access your data on any device currently? If so, which device can you access your data?
Are you able to enter your current password on any device to access your data?
Are you seeing the "password changed" on all devices?
Have you recently undergone an OS update for Android?
Please let me know and I will assist further.
Hi David,
Thank you for your response. Do you have a different device that you can install mSecure 6 on? If so, please do so through the app store of the device you are using and "Sign In" to your account using the last known password. Please let me know if you were able to enter your account on a new device. Also, if you are sure you know your password, we can try to restore a backup file if you still can't get into your account. Please look into your internal storage and see if you can find a backup file from mSecure. How many backups can you see and how recent are they? Please let me know and I will assist further.
Hi,
Thank you for your response. The message that you received on your Android device was a false message, so there is no "new password" because mSecure can't create a new password for you. If you are unable to sign in to your account on your PC, this is a sign that the password you are entering is incorrect for your Android device as well. Our last and only effort to get your data back is if you know the password that was in use when you made a backup file in mSecure 6. In order to even try to restore a backup file, we need to see if you can sign in to your account on your Android device. Please uninstall and reinstall the app on your Android device and see if you can "Sign In" to your account. If this is not working for you we will need to reset your account. Resetting your account means all of your data will be deleted from your account, but if you have a backup file on your Android device, you will still be able to try and restore the data. Please follow the steps below to reset your account:
To reset your account:
After doing so, please follow the steps below to restore a backup file you might have:
Did this work for you?
David
I normally use my fingerprint to access mSecure on my Android phone. When I tried accessing it just now I couldn't use my fingerprint and instead get the message "Your password has been changed. Please enter your new password to proceed".
I didn't change my password. I tried entering my old password and it was rejected (I know I was using the correct one because I set a password hint).
I am running mSecure 6.1.5 on a Google Pixel 9 Pro XL. I don't have the software installed anywhere else.
Help!