Account password or forgotten password issues?

If you can't log in to your mSecure account or if you are having account password issues:

New to mSecure, but have been using mSecure 4 (mobile) or mSecure 3 (desktop)? Learn about our new account system here.

Your account password and account key (QR code) are only accessible by you and are never shared with or stored by mSecure or mSeven Software. Your Account Password and Account Key (QR code) are like a key to a safe. If you have the correct key, you can open the safe. If not, the safe will remain closed. 

The only way to decrypt your saved data is by successfully using your Account Password to unlock your mSecure account. If you have forgotten your Account Password, or lost your Account Key, you will need to reset your account to create a new Account Password and Account key (QR code). Please refer to the bottom section of this article to learn about our account reset process.

If you have not signed in to your mSecure account yet, please follow these steps to log in to your mSecure account:

Type your mSecure Account email address and Account Password. After you receive the error message, please confirm the following:

• The email address you entered as your mSecure account:
  • You have an existing mSecure account
  • Contains no typos or spaces
  • Is the correct email address associated with this mSecure account 
• The Account Password you entered:
  • Contains 4 or more characters
  • Contains no typos or unwanted spaces
  • Is the correct password for this account 
• The device you’re using:
  • Has both Caps Lock and Num Lock appropriately enabled or disabled
  • Has the keyboard in the correct language/region

If you’re signed in to your mSecure account, please follow these steps to unlock mSecure

Type your Account Password and after you receive the “Incorrect password” or "Wrong password. Try again!,"  error message, and confirm the following:

•  The Account Password you entered:
  • Contains 4 or more characters including
  • Contains no typos or unwanted spaces
  • Is the correct password for this account 
• The device you’re using:
  • Has both Caps Lock and Num Lock appropriately enabled or disabled
  • Has the keyboard in the correct language/region

Forgot Password?

If you believe you’ve forgotten your mSecure account password, please refer to this article in order to learn how to reset your mSecure account and create a new account password. 

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