QR Code does not work : mSecure Support

J

Jan

started a topic 7 days ago

I am trying to set up msecure on a new macbook. I have the old QR Code when I originally bought msecure, I hold it in front of the mac camera but it does not recognize the code. Since I bought msecure, I have upgraded to version 6 and I do not remember if I received a new QR-Code. If so, I do not have it anymore. If it should still be possible to use the original QR-Code - what do I need to do to make it work?

M

Mark - mSecure

said 6 days ago

Hi Jan,

Thank you for contacting us. I currently see that you changed your password on November 19th, 2022. This would've sent you a new QR code that you would need to find to authenticate your account. This email should be titled: IMPORTANT: Your mSecure Password Was Changed. Are you able to find this email? Please let me know and I will assist further.

J

Jan

said 6 days ago

Hi Mark, thanks for responding so quickly! I checked (I still have all my mails back in 2022), but I couldn't find any such e-mail. What can I do? Because I would not like to reset the app and lose all the passwords.

M

Mark - mSecure

said 5 days ago

Hi Jan,

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.

J

Jan

said 4 days ago

Thanks for your reply. Now I have understood how I can access the QR code on my phone. Perfect, all good now.

M

Mark - mSecure

said 1 day ago

Hi Jan,

That's great news to hear! Please let me know if you need further assistance in the future.