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Subscription/payment

I had to change my apple account due to security reasons. I deleted and redownloaded the app under the new account. I have no idea how I’m going to restore my subscription. My payment info remains the same under the new account.

Hi Raul,

Thank you for contacting us. In these cases, the only option is to cancel your subscription on your old Apple account, if you haven't done so already, then sign up for a new one on your new Apple account. Unfortunately, Apple doesn't give us the ability to move subscriptions from one Apple account to another, and I don't believe they will do that for you either, so the only option is to cancel and resubscribe.


Real quick, before we do anything else, when you open mSecure and check your Account Settings, does it show you have a Premium account still? It looks like you have a monthly subscription, and that it expired on January 4th, but there is a grace period before the subscription will be expired in the app. Also, did you cancel your mSecure subscription before moving to your new Apple account?

I cannot find any way to check my subscription, I was getting emails saying sub was being cancelled which I took as phishing?  Our paypal has the correct information for payment to paddle but the message was saying it was not working.  What should we do, I believe the account is under janelle.marroquin@att.net, I went to chat and still waiting for email they said was sent.

Hi Marc,

I just checked your subscription, and it was renewed today, August 11th and is active until August 11th of 2024. Are you seeing your subscription is active in mSecure's Account Settings?

My mSecure Family subscription was due in December 2024, approximately three weeks ago.  Five attempts have been made by Paddle to obtain payment through my credit card and each time it fails. After the failure I get the same email with three suggested reasons for failure. I have tried to determine the reason my payment continues failing and cannot find a solution. Additionally I have sent four emails to the Paddle.net requesting help in determine the  reason for the payment failure and I have received two responses saying someone will get back to me - NO ONE EVER RESPONDS.


Here is the 1/8/25 email I received from PADDLE .    ---Just a quick note to let you know, we got your message and one of our team will get back to you as soon as possible. 


We understand how urgent this matter is to you. One of our agents or the vendor will respond asap. Just so you are aware, sending frequent emails or follow-ups pertaining to the same issue might cause a delay in our response time. Below is some info on our common issues.


I just want to pay the bill and can't find a way to pay it.


Any help you can provide will be greatly appreciated.


Jim Laning


The questions that I will be needing to ask you will involve your email address that you use. If you are ok with this, we can continue on this forum. If you would rather send an email to "support@msevensoftware.com", I will be able to help you in a more private setting. Please let me know and I will assist further.

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