mSecure Support
Request to Downgrade back to 5.x Pro
Mike - mSecure
@Robert Thank you for the update, and it's great to hear everything is working now. Please do let me know if you have other questions about the new app.
For those commenting on not receiving the pre-update emails -- here are the two emails I got
======= March 11 2022 ====================================
mSecure 6 Users!
-----------------------
We are looking forward to releasing mSecure 6 - our groundbreaking new addition to your favorite password manager. Unfortunately, we were not able to release this week as we originally announced, but mSecure 6 is ready and we are simply waiting for the approval of each app store. Once released, all you will need to do is update mSecure from your device's app store!
mSecure 6 combines the best of mSecure 5, with new enhancements to make your password management easier. We have worked hard to bring you features you deserve such as Browser Extensions, Cross-Account Sharing and more. mSecure 6 adds more compatibility to your digital world.
If you haven't already, visit our roadmap of upcoming features to see what we have planned for the future of mSecure. As a reminder, mSecure 6 will come with the addition of our new subscription-based plans. Since you currently have a V5 Pro license you will receive an Essentials subscription at no additional cost! To learn more, visit our pricing for mSecure 6.
We thank you for your patience and understanding and could not be more thrilled to deliver more exciting features to make your information more secure and manageable for you.
The mSeven Software Team
===========================================
======== March 3 2022 ========================
Announcing mSecure 6
We are proud to announce the release of mSecure 6, an exciting new update designed with input from users like you! To introduce you to the new app before it arrives next week, here are a few of the more notable new features.
LEARN MORE ABOUT V6
Sharing Center
[... Features list ...]
mSecure Subscriptions
We want to make sure you know how valuable you are to us, so as an mSecure 5 Pro user, you won't lose any features you paid for in V5, even if you decide subscriptions aren't for you. Not only will you be getting an updated product with many new features, but you also get free access to the Essentials subscription tier at no cost. This includes all the features you loved in V5. Though there are new features in the Premium subscription tier that will require a recurring payment, as a paid user we've made this subscription as affordable as possible by offering 50% off the cost new users are charged. This discount will be made available to you when mSecure 6 releases next week. For more information on why we're going to a subscription model, click here.
===========================================
... there is absolutely nothing in that email to suggest that mSecure 6 was going to be actively pushed to existing mSecure 5 users. The Mar 11 email is headlined "mSecure 6 users" .. OK, I was not an mSecure 6 user, so this email does not apply to me, right? And the Mar 3 email also makes no mention of a forced upgrade. In fact it describes v6 as a "new app", deflecting attention from the possibility that it simply overwrite the existing v5,
Even if you read into the Mar 11 email, the part that seems applicable "Since you currently have a V5 Pro license you will receive an Essentials subscription at no additional cost!" makes no mention of us being required to use the Essentials subscription to the extent of v5 being deleted automatically. Why would we want to use a subscription when we already have a perpetual v5 license?
So the idea that mSecure sent out an email to let us all know that a forced replacement was going to happen (at some random time of app store's choosing) is simply untrue.
Mike - mSecure
@Graham What do you mean by forced replacement? mSecure 6 is an update to mSecure 5, just like mSecure 5.8 would have been an update to mSecure 5.7. It's the same app in the store, so when an app gets updated, the user either downloads the update manually, or, if they have automatic updates turned on for the app store, the update will happen automatically. There is no way we can make the update happen or stop it from happening. It's completely out of our hands.
For further clarification, if you didn't have automatic updates turned on, the V6 update would not have been downloaded, and we do not have the ability to force you into the update. We, as third party developers, cannot in any way force any update or any app to be downloaded onto your computer or any other type device. It's absolutely impossible, because neither Apple, Google or Microsoft allow it to happen. We can only submit updates to our app, and after it is approved by those companies, they will deliver it to the customer based on their app store guidelines.
In the emails we sent, we were telling all our users that mSecure 6 was coming, in large part so that you could make sure to turn off automatic updates if you wanted to. That way the upgrade would have never been downloaded to your device. We were trying to communicate to you to let you know what was in store in the upcoming weeks, and also let you know that you would get the update for free.
I understand that for a handful of our users, you have experienced some problems after the update, and we're going to help in any way we can. We never want that to happen to any of our users. But you should not erroneously claim things about a company that simply aren't and absolutely cannot be true. Again, to clarify even further, we are not allowed by Apple, Microsoft or Google to force anyone to download an update or one of our apps. It's literally not possible.
> What do you mean by forced replacement? mSecure 6 is an update to mSecure 5
On the stores, you set up mSecure 6 as an update to mSecure 5 precisely because in that way it would get installed onto users devices without their having to opt in explicitly. But mSecure 6 is not a mere update to mSecure 5.
Purchasers of mSecure 5 Pro thought that they were obtaining a program that would run indefinitely without further action on our part. Perhaps not receiving updates indefinitely, of course. But any replacing of that perpetual licensed program would be at our option, at a time of our choosing.
Instead, what has happened is that you have replaced mSecure 5 Pro ("perpetual"), with mSecure 6 Essentials (subscription), and a subscription of any type is explicitly what many of us were trying to avoid. Even if you have made that subscription free, just the fact that it is a subscription, which implies some kind of renewal hassle, and possible future fees, makes it clearly a different product.
And as for this: "In the emails we sent, we were telling all our users that mSecure 6 was coming, in large part so that you could make sure to turn off automatic updates if you wanted to."
In my previous post I pasted exactly those two emails. Where does it say that (a) mSecure 5 Pro would be deleted and (b) that we should disable automatic updates to prevent that from happening?
Mike - mSecure
What is happening with the upgrade from mSecure 5 to mSecure 6 is just what happens when you update an app with the same app id in the stores. I don't know how to clarify it any better than that. We didn't say anything about mSecure 6 installing over the top of mSecure 5, because that's just how the app stores work when you update an app in the stores. Whether it's a major upgrade or a minor one, if the app bundle id in the store is the same, it just works this way.
What we're trying to do is give all our long-standing customers the new app without charging them for any of the features they already had, and we believe this was the best way to accomplish that goal. You may think we should have done like we did with mSecure 5 and created a new app, but you don't understand the chaos that release caused for so many of our users. We did that with the best intentions as well, and in the end, we had posts just like this telling us we did the wrong thing. In that release, we created a brand new app because we didn't want to force users to upgrade and pay even a one-time fee, and in doing so, it caused a lot of friction for not only our users but for us as well. This time, we decided to not force users to pay an upgrade fee but also easily give them access to the new app with new features. For some, like you, the decision is not to your liking, but for others, it will be.
With regards to the subscription changes you mentioned, I cannot tell you that Essentials will never incur some kind of cost. Forever is very long time, and apps, even ones you have paid for as one-time fee, always stop working at some point in time once they are no longer supported. At this time, we don't have plans to charge our v5 paid user for the Essentials subscription. At some point in time in the future, something may change, and if it does, you will be notified well in advance so you can decide whether to keep using mSecure or not.
For now, you don't have to pay anything for the new app, so we don't understand what the difference is. Even if we would have created a different app, support for mSecure 5 would have immediately ended. In that case, it's possible the app would stop working at any time in future when an OS update came along. This way, you will have full support in v6 and you don't have to pay an upgrade fee.
@Mike:
I'll copy your questions once in my post so my answers to them are summarized.
1) I will talk to our developer about this, but I'm not sure what you mean when you say they are swapped. Are you saying that the button labeled Login (in German) is actually leading you to the page where you Sign Up for a new account?
You got it exactly right.
- The left button ist labeled "Registrieren" in the german version. I would translate as "register". But it leads to the Login form. The Headline of the Form is also "Registrieren". Here it should actually also be called "Anmelden" or "Anmeldung".
- The right Button is labeled "Anmelden" in the german version. I would translate as "login". But it leads to the Register form. The Headline of the Form is also "Anmelden". Here it should actually also be called "Registrieren" or "Registrierung".
I can understand why this mistake happened, because "Anmeldung" and "Registrierung" in german can sometimes colloquially mean the same thing . (For example, registration in a state agency) It's just not used that way in the IT world ;)
You could also use the English version "Login and "register". Most Germans would understand that as well.
2) If you are registering for a new account, you will not asked to be authenticated using your QR code. Since you're creating a new account, you'll get a new QR code, which will be used for authentication later when you sign in to the account again.
I logged into the app with my old v5 pro account after I understood the "Login" and "Register" issue I described above.
However, the prompt to scan the QR code or import the file did not come up and I was logged in immediately.
I have now uninstalled the app again and installed it again. Here I can no longer get around the query.
I guess the first time I either pressed the back button of Android at a wrong moment or jumped into the app drawer while the query was still loading. Maybe you can retrace the error.
3) It sounds like setting the backup folder is working as it should.
4) I don't know what's happening here, but I have not had any other customers tell me they can't scroll the Settings page down. I don't know how it's possible your device is keeping you from scrolling, and I don't know how to get information on what would be causing it to happen. From what you are describing, the app isn't crashing, correct? When you are in the Settings screen, are you able to scroll the screen at all, or is just simply locked in place no matter what you try to do?
No. The app does not crash. I can actually scroll the settings list up and down a few centimeters.
But I can't get past the heading: "synchronization, backup and restore".
Maybe it's a problem with the german app version ?
Juergen Buestrin wrote a 1 star German review in the Google Play Store on March 18. He describes the same problem.
5) The Android Auto-fill feature is enabled in the settings you can't see, so this related to issue #4.
6) I don't know how the linked apps would have been removed, but again, that's not something I have heard from other customers. It could be that some very strange things happened during the upgrade, and it might be best to try to reinstalling mSecure and restoring from a backup of your data made in mSecure 5. Is that something you would like to try?
I'll be happy to do that if you fix the problem that I fixed in point 4. Otherwise I can't get to the corresponding menu item.
@Mike
I copy my answers under your answers. So they are better to track.
1) I will talk to our developer about this, but I'm not sure what you mean when you say they are swapped. Are you saying that the button labeled Login (in German) is actually leading you to the page where you Sign Up for a new account?
You have understood correctly.
The left button is labeled "Registrieren" in the German version. I would translate that with "register". But the button leads to the "Login" form. Also the headline of the form is wrong then. It says "Register". The correct title would be "Anmeldung" or "Anmelden".
The right button is labeled "Anmelden" in the German version. I would translate that with "login". But the button leads to the "register" form. Also the headline of the form is wrong then. It says "Anmelden". The correct title would be "Registrieren" or "Registrierung".
I can understand why the error happened. "Anmeldung" and "Registierung" can mean the same thing colloquially in German. But only in other contexts. For example, registration in a public authority.
But in the IT world, "Anmeldung" and "Registierung" mean two different things. Probably because they are translated word for word from English. Anmmeldung=login
Registierung = register.
2) If you are registering for a new account, you will not asked to be authenticated using your QR code. Since you're creating a new account, you'll get a new QR code, which will be used for authentication later when you sign in to the account again.
I logged in with my v5 account after understanding the problem from 1).
However, I did not get the usual QR code read or file import prompt. Instead, I was simply logged in.
I have now uninstalled the app again and reinstalled it. Now I can't get around the query.
I guess I pressed the back button or the app drawer button at the time the form loaded. Maybe you can trace the problem.
3) It sounds like setting the backup folder is working as it should.
4) I don't know what's happening here, but I have not had any other customers tell me they can't scroll the Settings page down. I don't know how it's possible your device is keeping you from scrolling, and I don't know how to get information on what would be causing it to happen. From what you are describing, the app isn't crashing, correct? When you are in the Settings screen, are you able to scroll the screen at all, or is just simply locked in place no matter what you try to do?
The app definitely does not crash. I can move the settings list up and down a few centimeters. But I can't get past the "Sync, backup and restore" headline.
Juergen Buestrin wrote a 1 star review in the Google Play Store on March 18 in German with the same problem.Maybe this also has to do with the German app ?
5) The Android Auto-fill feature is enabled in the settings you can't see, so this related to issue #4.
6) I don't know how the linked apps would have been removed, but again, that's not something I have heard from other customers. It could be that some very strange things happened during the upgrade, and it might be best to try to reinstalling mSecure and restoring from a backup of your data made in mSecure 5. Is that something you would like to try?
'll be happy to try that if you fix the problem that I stated in point 4). Otherwise I can't get to the corresponding menu item.
You stole from your customer base by replacing v5 (perpetual) with v6 (Free... limited features with future subscriptions or lose your data) without a choice.
"mSecure 6 is an update to mSecure 5, just like mSecure 5.8 would have been an update to mSecure 5.7"
So Windows 11 is just an update to Windows 10? Microsoft would get their butts sued if users logged in and discovered Windows 11 was installed with a 1-year free subscription.
What Windows 10 upgrades look like,
-Windows 10 (1909)
-Windows 10 (20H1)
-Windows 10 (20H2)
Windows 11 is another major version, hence is the reason you have to opt in to receive it.
"You may think we should have done like we did with mSecure 5 and created a new app, but you don't understand the chaos that releases caused for so many of our users"
This is what you should have done... Now your Microsoft ratings for version 5 are mixed for version 6. The rating I gave was for v5, But it looks like I was rating v6, or people could change their rating for you.
Here are some companies I use that do not do what you did.
Microsoft
Apple
Camtasia (Tech Smith)
Adobe
Zoom
Notepad ++
You probably should have given v5 uses 1 year to upgrade to v6 to receive the discounts/free subscriptions and then phased out v5 on a set date or update to continue.
I don't want to be on v6, I think it's got a few bugs that need to be worked out... but I don't have a choice.
2 months ago I just bought 2 additional licenses for my kids... Now I have v6 which is hostage ware in my opinion.
I honestly had no idea.. that my v5 of mSecure would auto-update to a major version without my permission when 3.x, 4.x, and 5.x did not auto-upgrade.
Not... sure why my last post did not show up...
========================================================
You stole from your customer base by replacing v5 (perpetual) with v6 (Free... limited features with future subscriptions or lose your data) without a choice.
"mSecure 6 is an update to mSecure 5, just like mSecure 5.8 would have been an update to mSecure 5.7"
So Windows 11 is just an update to Windows 10? Microsoft would get their butts sued if users logged in and discovered Windows 11 was installed with a 1-year free subscription.
What Windows 10 upgrades look like,
-Windows 10 (1909)
-Windows 10 (20H1)
-Windows 10 (20H2)
Windows 11 is another major version, hence is the reason you have to opt in to receive it.
"You may think we should have done like we did with mSecure 5 and created a new app, but you don't understand the chaos that releases caused for so many of our users"
This is what you should have done... Now your Microsoft ratings for version 5 are mixed for version 6. The rating I gave was for v5, But it looks like I was rating v6, or people could change their rating for you.
Here are some companies I use that do not do what you did.
Microsoft
Apple
Camtasia (Tech Smith)
Adobe
Zoom
Notepad ++
You probably should have given v5 uses 1 year to upgrade to v6 to receive the discounts/free subscriptions and then phased out v5 on a set date or update to continue.
I don't want to be on v6, I think it's got a few bugs that need to be worked out... but I don't have a choice.
2 months ago I just bought 2 additional licenses for my kids... Now I have v6 which is hostage ware in my opinion.
I honestly had no idea.. that my v5 of mSecure would auto-update to a major version without my permission when 3.x, 4.x, and 5.x did not auto-upgrade.
Not happy.
@Mike mSecure
previously you said:
" or, if they have automatic updates turned on for the app store, the update will happen automatically. There is no way we can make the update happen or stop it from happening. It's completely out of our hands."
+
For the record, *I didn't have automatic updates turned on* my iPad. BUT mSecure was automatically updated to v6! I've never seen this happen before.
I know this for a fact, as I had mSecure v5 on my iPad syncing fine with Mac also running v5 over the weekend.
I did everything to avoid the upgrading of my other devices as i didn't want to loose syncing functionality with my Mac, after experiencing it will my Phone.
I have at least 20+ apps on my iPad all with updates waiting but i haven't installed them yet, because, as a busy IT person, I don't have the time and i have an inherent distrust of software developers - I've been burnt many times before. Some remove features, some stop functionality.
In this case mSecure has done just that, an automatic hidden update that removed my ability to sync with my desktop software.
I'm only asking for one thing here, and I have not had any response to my support ticket, probably because solving my problem doesn't align with your timing or business direction.
I just want to revert back to mSecure v5 because that was the system i had working at the beginning of the week. I'll pay $50 for this ability, as that is the cost to migrate away to Secrets, a similar platform that is currently without a subscription service.
Appreciate a response - Shane
@Mike mSecure
previously you said:
" or, if they have automatic updates turned on for the app store, the update will happen automatically. There is no way we can make the update happen or stop it from happening. It's completely out of our hands."
+
For the record, *I didn't have automatic updates turned on* my iPad. BUT mSecure was automatically updated to v6! I've never seen this happen before.
I know this for a fact, as I had mSecure v5 on my iPad syncing fine with Mac also running v5 over the weekend.
I did everything to avoid the upgrading of my other devices as i didn't want to loose syncing functionality with my Mac, after experiencing it will my Phone.
I have at least 20+ apps on my iPad all with updates waiting but i haven't installed them yet, because, as a busy IT person, I don't have the time and i have an inherent distrust of software developers - I've been burnt many times before. Some remove features, some stop functionality.
In this case mSecure has done just that, an automatic hidden update that removed my ability to sync with my desktop software.
I'm only asking for one thing here, and I have not had any response to my support ticket, probably because solving my problem doesn't align with your timing or business direction.
I just want to revert back to mSecure v5 because that was the system i had working at the beginning of the week. I'll pay $50 for this ability, as that is the cost to migrate away to Secrets, a similar platform that is currently without a subscription service.
Appreciate a response - Shane
if this appears 3 times, i'm sorry, but the post doesn't appear for like hours...
>>
@Mike mSecure - previously you said:
" or, if they have automatic updates turned on for the app store, the update will happen automatically. There is no way we can make the update happen or stop it from happening. It's completely out of our hands."
+
For the record, *I didn't have automatic updates turned on* my iPad. BUT mSecure was automatically updated to v6! I've never seen this happen before.
I know this for a fact, as I had mSecure v5 on my iPad syncing fine with Mac also running v5 over the weekend.
I did everything to avoid the upgrading of my other devices as i didn't want to lose syncing functionality with my Mac, after experiencing it will my Phone.
I have at least 20+ apps on my iPad all with updates waiting but i haven't installed them yet, because, as a busy IT person, I don't have the time and i have an inherent distrust of software developers - I've been burnt many times before. Some remove features, some stop functionality.
In this case mSecure has done just that, an automatic update that removed my ability to use the software effectively
I'm only asking for one thing here, and I have not had any response to my support ticket, probably because solving my problem doesn't align with your timing or business direction.
I just want to revert back to mSecure v5 because that was the system i had working at the beginning of the week. I'll pay $50 for this ability
Appreciate a response - Shane
@mike,
You said that mSecure did not push out an auto update and that the only way that mSecure would have automatically updated was because person's have auto update enabled on their device(s). That is a lie. I do not have auto updated on anything, especially my Windows machine. Even Windows security does not auto update. I get prompted of updates being ready, but I choose when and want to install.
mSecure was updated on my Windows 10 machine without my consent. I received emails telling me that v6 was on its way, but I was not interested in updating and had no plans to do so, but I logged in on morning to find that it had been updated automatically.
I am currently working on a replacement and I will be dropping mSecure as soon as I can.
Daryl
Mike - mSecure
@Daryl I'm not sure if you saw my responses to another customer in the forum, but what you and couple of others are saying is literally impossible for us to do. What we do as 3rd party app developers is simply submit an app in the app stores. Once the app is submitted, Apple, Microsoft and Google review the build we submit. After it's approved, it is published in the store. From the point we submit the app to the stores, we have absolutely no control over how it is deployed on devices. It is literally impossible for us to cause a build we submit to the stores to be downloaded onto our user's devices. I'm not sure if that makes sense to you, but it's the truth. It is not a lie, and I hope you will contact Apple, Microsoft and Google to ask them about this. They hold all the keys to get an app onto your device, and they would never allow a 3rd party developer to decide what apps get on the devices they sell to people. If they did, the chaos and theft that would ensue would be catastrophic for their business, and no one would buy an iPhone, Mac, PC or Android device, because no one trust anyone.
To clarify, we upload updates to the app stores. After they are uploaded, we absolutely cannot force devices to download the update. Apple, Microsoft and Google do not allow it to happen. It is literally impossible.
If you would like to find another app to use, that is obviously your choice, but I would hope you would do so understanding how the app store system works. The same thing will happen with other apps, because all 3rd party developers have to follow the same rules. We all have to follow the policies of Apple, Microsoft and Google in order to put our apps in their stores.
@mike,
Unless this update was mixed into a Windows Security update, or Microsoft Office update, I did not choose to update this product and I don't see in the update logs where this was updated. So, someone somewhere pushed out this update and I was not aware of it.
Daryl
David
I don't mind paying for upgrades per major version but not a monthly plan/yearly plan.
Example 4. x to 5. x
I logged into my computer today and noticed that 6.0 was installed on my machine automatically without my permission. I understand that since I paid for 5.x Pro I get the stripped-down features of mSecure 6.0 for free. What this tells me is that once 7.0 comes out my data will be a hostage to upgrade or lose my data. No Thanks!
I don't do monthly or yearly plans because they stack up easy and I can't keep track they always end up charging me at the worst possible time and I occur a $32 bank fee.
I would rather pay by the version so I decide when to update, AKA: (When I get paid and think your software is worth it.) With this new pricing plan, you are taking this out of my hands. So I am forced to take it back by finding another software to use.
I never upgrade to the cutting edge until all the bugs are worked out... For Example the 6.0
- The Record Editor Fields do not align up correctly on larger screens.
- The Light and Dark Options are Crap compared to 4.x and 5.x versions...
- Forced Premium Trial - No Way to Cancel out of it.. Adds extra crap in the way that I don't need.
- Several of my Records Crash the Software on PC but works fine on my Apple Phone.
I loved your software with my experience 4.x and 5.x and have suggested it to many of my students in the Army where I teach 25B (Information Technology Specialist) MOS. No Referral because of profiting rules.... but I was glad to recommend it. 400/700 Students a year for the past 4 years. (Your software was a great example of easy it could be to keep up with tons of passwords, without having to recall any of them...) Many people use one password for everything and a huge security risk.
With the new pricing plan, I will not be referring anyone else and I will not be using your software past the trial version. I also will be sending past students to ditch the software once I find a suitable solution. Even if I have to learn C++ and QT (www.qt.io) Open Source and build it myself.
I am so pissed off I could scream!!!
You could have at least given me the opportunity to upgrade when I wanted to instead of being thrust into bug-ridden software and forced to swim.
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