Hi Peter,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. When you say you can't remember your password, are you trying to sign in to the mSecure 5 app and it's telling you the password is incorrect? If so, the easiest thing to do here is to reset your account, since you have all your data stored in the older mSecure app. Let me know, and I can help you with getting this resolved.

@Elyse When you say you can't remember your password, are you trying to sign in to the mSecure 5 app and it's telling you the password is incorrect? If so, the easiest thing to do here is to reset your account, since you have all your data stored in the older mSecure app.

Hi Elyse,

I'm sorry to hear about what's happening here. Unfortunately, in these types of situations, there isn't a lot we can do. In order for the data to be migrated into mSecure 5, the password for mSecure 4 has to be entered manually. Engineering-wise, there is no way for us to get around the necessity. Also, since we don't acquire our customer's password or data in any form in mSecure 4, there's no way for us to retrieve those items for you. I'm really sorry I don't have better news here.

Do you happen to have a backup of your data? If so, we could try to install mSecure on a different device and then have you attempt to restore the data from the backup. You will need to know the password still, but you would have as many attempts as you would like to try to enter the correct password.

Hi Alberto,

This should be no problem at all. What you will need to do first is simply reset your mSecure 5 account. After you do that, you'll be able to sign in to your account, and you'll be asked if you would like to migrate data in from the older mSecure app. You will need to know the password for unlocking that app, but after you enter it, your data should be migrated.

Here is a post I created for people going through similar problems, and it has the link for instructions on resetting your account: https://support.msecure.com/en/support/discussions/topics/36000020017

@Ben I'm sorry to hear about the issue you are experiencing after the iOS update. We are currently working on a way to help our customers who find themselves in the situation you are describing. We still have some work to do, but we're hoping it will be ready in the next couple of days. In order to get access to your password, you may need to download a utility version of mSecure from TestFlight, which is an app Apple uses for public testing purposes.

Would you be willing to register with TestFlight and download a different version of mSecure in order to retrieve your password?

Hi Ben,

I just looked at your post, and I see you were using a 4 digit number to unlock mSecure. That is actually the password encrypting/decrypting your data, so if you know it, then you should have no problem migrating your data into mSecure 5. Have you tried downloading mSecure 5 yet? If so, what happened when you went through the Sign in/Sign up process? Were you asked to import your data from mSecure 4?

No problem at all Ben! Take care, and let me know should you need further assistance.