Invalid QR code?

A QR code or account key may be invalid for several reasons. Below are the most common causes and solutions: 

Possible Causes:

• The QR code belongs to a different mSecure account.
• The QR code was generated before you changed your account password.
• The QR code is from your original account after a password reset. 

Solutions

• Ensure you're using the correct mSecure account linked to the QR code.
• When you change your password, mSecure generates a new QR code and sends an email from mSecure, titled "IMPORTANT: Your mSecure Password Was Changed - [date]." Always use the latest QR code from this email. You can resend the authentication email from the device where you changed your password.
• If you've reset your account, reinstall mSecure and, if using Mac, remove the mSecure.mscb database file. This ensures a complete sign-out and allows mSecure to generate a new account key and authentication email. 
• If you've reset your account and still face authentication or sync issues, create a backup, reset your account again, and follow the uninstall instructions before restoring from the backup file. 

If the issue persists:

1. If you have access to your account on a device: 

• Delete all previous authentication emails.
• Resend the authentication email from mSecure settings. 

2. If you don't have access to your account and no working authentication email:

• You'll need to reset your account to generate a new account key and authentication email 
• Note: Resetting your account will cause you to lose all of your data.
  

Contact Us

Before resetting your account, please reach out to the mSecure Support Team to explore all possible solutions to regain access to your account.

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