Hi Cary,

Thank you for contacting us. I can help you with resetting your password, but in order to do that, you have to reset your mSecure account. That would mean losing all of the data in the account, because in order to keep your information as safe as possible, we don't have a backdoor into the app in order to decrypt the data in case the password is forgotten. However, if you still have the old phone, and you are still able to view your information in mSecure on that device, I should be able to help. Do you still have the old device, and can you open the mSecure app on it?

Hi Roos,

When you change the password in one mSecure app, any other apps signed in to the same account require you to enter the old password first before you will be able to open it. The reason for this is because the data stored in the app is encrypted with the old password, so entering the new password does not work to decrypt the data. If you aren't able to remember the old password, may be because you were using Touch or Face ID on a different device, then you will need to reset mSecure on your Mac, and then you can sign in to the account again. After you are signed in, you should not restore data from a backup. When you are signed in to the same account, you should be using one of the sync features to keep your data current in each app.

To reset mSecure on your Mac:

1. Open mSecure on that device

2. Click Help in the menu bar at the top left of your screen, hold down the "option" key on your keyboard, and you should see two hidden options appear in the drop down menu

3. Click "Show Data File in Finder", and a Finder window will appear revealing mSecure's database file, which is named, "mSecure.mscb"

4. Close mSecure

5. Move the "mSecure.mscb" file to the trash

Now you have reset the Mac app, and you're ready to sign back in to your mSecure account:

1. Open mSecure on your Mac if it is closed

2. Skip the welcome screens to go directly to the Sign Up / Sign In screen

3. Click "Sign In"

Enter your mSecure account's email address for the username, then enter the password for that account to sign in to it.

No problem at all Roos! Let us know should you need further assistance.

Hi Janis,

I'm sorry to hear you have forgotten your password. Are you able to get into mSecure on at least one device using some type of biometric unlock with your fingerprint or facial recognition, or are you completely locked out of the app?

@Duane I can help you get access to your account by helping you reset it, but I can't help you get access to your information. The information is always encrypted, so if you don't know your password, there is no way to decrypt the data either stored in your account or in a backup file.

Hi Duan,

I'm sorry to hear about the situation you're in here. I wish there was something I could do here, but there's just no way for us to retrieve your password or data. If you are ready to start from scratch, you'll need to reset your account. You can do that using the instructions below:

1) Delete mSecure from your devices

2) Reset your mSecure account using the steps in this support article: https://support.msecure.com/en/support/solutions/articles/36000064228-account-reset

3) Install mSecure from the App Store app 

4) Open the app and move through the screens until you are asked to Sign In or Sign Up for an account

5) Tap the option to Sign In using your account's email and new password you just set

6) Choose which sync feature you would like to use, then continue through the app setup process

@Mark Yes, once you can import your data in from V4 after you reset your mSecure account. However, you do have to know the password you are using for V4 in order to import the encrypted data stored in the old app. After you reset your account, sign in to it in mSecure 6, tap the menu icon in the top left of the main view, tap Settings, then tap the option to restore from v4.