mSecure Support
Unable to update Msecure on my Mac Laptop
Hi Gerri,
Thank you for contacting us. You having access to your information is of the utmost importance. Do you have access to your data in any version of mSecure on at least one device? All that matters is that you can access your information. Even if you don't know the password to unlock mSecure but you're able to unlock it using some type of biometric authentication like Face or Touch ID, everything should be good moving forward.
Which version of the app do you currently have all of your data? Is the app a light blue app with a key or a dark blue app with a key? Please let me know and I will assist further.
I have I fully functional version on my Iphone 14. All my data is in this app on the phone. I am currently unlocking it with face ID and I do not have the password.
The app on my desktop (MacBook Pro 15") says mSecure 5 and it is dark blue with a key.
Hi Gerri,
Thank you for your response. Let's first make sure you know your password to your mSecure 6 account. Please follow the steps below on your iOS device to change your password:
To change your password, follow the steps below:
- Open mSecure, then tap the menu button in the top left corner (3 stacked lines)
- Tap "Settings" in the menu
In the Settings, tap "Change Password" near the top of the list of options. When prompted, use Face or Touch ID to fill in your current password. Enter a new password two times, then set a hint.
Were you able to set a new password? If so, please follow the steps below on your Mac device:
To reset mSecure on your Mac:
- Open a Finder window, and click "Go > Go to Folder..." in the menu bar in the top left of your screen
- Copy and paste the following text into the field: ~/Library/Group Containers/group.mseven.mSecure/Library/Application Support/
- Press your Mac's "return" key
- Move the "mSecure.mscb" file to the Trash
Now that you have reset the Mac app, we will now delete the mSecure app on your Mac. Please open a Finder window and move the mSecure app to the trash. You will then open the Mac app store and install mSecure 6. Once installed, please follow the steps below:
- Open mSecure if it is closed
- Skip the welcome screens to go directly to the Sign Up / Sign In screen
- Click "Sign In"
Enter your mSecure account's email address for the username, then enter the password for that account to sign in. Did this work for you?
I was ready to take a screen shot and was interrupted. When I tried it again I was able to see the app. I downloaded it and it already updated with my phone sitting next to it. All good now. You can close the ticket.
Hi Gerri,
That's good news to hear! Please let me know if you need further assistance.
Gerri
I the latest version of MSecure my phone but I am unable to update on the Mac.