mSecure Support
Subscription Renewed - Showing expired
I had renewed my subscription but it is showing exiped and I can not use face id any longer and my acct is not sync across my devices. please assist
I am also receiving a message that my subscription has expired. My records no long sync. However, my subscription auto-renewed for a year on May 5. I initiated a trouble ticket and attached the receipts.
Same here. Renewed automatically on May 5th. I haven't sync'd for 16 days. I can't used fingerprint to login. I have a ticket in but no reply yet.
I'm in the same boat, with both my MacOS (v26.5) and iPhone (v26.5) versions on mSecure (v6.1.9). I renewed my "Essentials" level paid subscription, as I do annually, on 4/28/26 and now I have no syncing of mSecure changes and login attempts using Touch ID generate the message in the attached file. This screenshot is from my iPhone.
Have we lost access with Touch ID (or Face ID as Bud and Theresa note) at the Essentials level?
Submitted a ticket detailing this problem and a helpful mSecure Support Representative solved my problem the same day.
Turns out it was mSecure migration of subsciptions from an old system to a new system.
Thanks to Mark Green, at mSecure.
I also am having the issue where my Subscription was paid on May 1 2026 but is still shows in the app that it is expired.
i encountered the same problem!
For those experiencing subscription renewal difficulties, create a trouble ticket. If there is no response after a few days, follow up with an email to the support team with attached receipts. I received a response and the issue was resolved in a timely manner after my email. Please read Tom’s explanation for the cause of this snag.
I have the same issue; cannot use face recognition, but can use password to get in. i understand there is an issue with migration. Hopefully, this gets resolved soon.
Wow, this seems to be happening to a lot of your customers. My subscription was autocharged via paddle.com on 5-24-26, but my portal shows that it is expired and all features have been disabled. Please remedy immediately!!!
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.
Theresa
I renewed my premium subscription 04/27/26 and when I log in, shows expired. Also, Face ID is not working.
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