TO HELP OTHERS FROM MY RECENT EXPERIENCE

MY MOBILE APP wouldn’t let me in with my biometrics

I got a message stating  

“The Password Has Been CHANGED, Please Use The New Password”

I knew I had NOT CHANGED THE PASSWORD

Nor had I received a new QR Code email to indicate this had been done

Because of my over use of biometrics, on my mobile, unbeknown to me, I was entering MY Own Password incorrectly and therefore it was not working on any device. Had I got it correct, I would have regained access to the APP with ALL my DATA and probably not mentioned this glitch to Msecure either!

As it was, I panicked, The delayed replies from Msecure did not help (over 15 hours to reply the first time), Miss communication of my exact experience, led to a Doom & Gloom reply – My only option was to RESET the Account which destroyed all the data in Cloud Backups!  The password is the only think that can unlock that account or any backups created at that time.

However, with more communication after I had reset it, Mark explained more clearly for me to understand and also confirmed my Password had not been changed in the system.  Luckily for me I had a few older remote backups on one of my devices (one being 21 days old) which could be opened with my older unique original password, if I remembered it correctly and this could then be restored into my newly reset account. 

Previously this information was UNCLEAR to me and luckily for me I did remember my original Password and I did restore my date to that date, making the lost significantly less, restoring my faith in this APP and how to keep my own backups should I ever need to RESET the account again. 

I will be following this protocol for myself

Use my passwords more often and Biometric less (I find them useful in Pulic Places), make remote backups on occasions and tell the tech teams about issues I find, but I resolve, to help them find the glitches and resolve them.