Thank you for contacting us and I'm sorry about the issue you are experiencing.  mSecure 5 is the first and only version of mSecure to use an account system. You can learn more about this here: https://m7software.freshdesk.com/support/solutions/articles/36000064484-msecure-accounts-explained

That said, you created an account for the email address you are using on this website on Feb. 11th, 2017 and paid for our pre-order. If you have forgotten your account's password, you can learn how to reset your account and create a new account password here: https://m7software.freshdesk.com/support/solutions/articles/36000064228

Hi,

mSecure 5 is not available on a browser so I'm not sure where you are trying to login exactly,

@Nikki

mSecure 5 is the first and only version of mSecure to use an account system. mSecure 5 has only been available for 1 year. If you have forgotten your account's password, you can learn how to reset your account here: https://m7software.freshdesk.com/support/solutions/articles/36000064228

Hi Sarah,

Thank you for contacting us and I'm sorry about the issue you are experiencing.  Are you trying to use mSecure 5 on each device or a different version?

This image can show you what version(s) you might be using:

I also noticed that you created an account for the email address you are using on our forum at Oct 22nd 2018 and purchased a license at that time. However, you have not signed in to that account in mSecure 5 on any device. You can download mSecure 5 here:

iOS: https://itunes.apple.com/us/app/msecure-password-manager-and-secure-wallet/id1063795594
Android: https://play.google.com/store/apps/details?id=com.mseven.barolo
Mac: https://itunes.apple.com/us/app/msecure-password-manager-and-secure-wallet/id1157750250
Windows: https://www.microsoft.com/en-us/store/p/msecure-5/9nblggh62pc8

Once you've downloaded mSecure 5, simply sign in to the mSecure account you created on Oct. 22nd, 2018 (@healthplanalliance.org). If you've been using mSecure 3 or 4, I'd recommend starting by downloading mSecure 5 on a device that has our previous version so that mSecure 5 can walk you through a migration process. 

Otherwise, you can always restore from a .msim backup file created in the previous versions: https://support.msecure.com/support/solutions/36000114421

Hi Sharath,

Thank you for contacting us and I'm sorry about the issue you are experiencing. What do you mean when you say that you can log in to the secure web portal? mSecure is not a web based app and we have no mSecure web portal. Are you referring to this support website (https://support.msecure.com)? If so, this support website is specifically made for support and has no direct connection to our mSecure app.

What mSecure account are you signed in to on iOS and Mac? Are you trying to sign in or log in to the exact same account in mSecure 5 for Windows? Can you unlock mSecure 5 on iOS and Mac using only your account password? 

You can find what account you are using in mSecure 5's Account Settings ( mSecure 5 > Settings > Account Settings)

Hi Owen,

Thank you for contacting us and I'm sorry about the issue you are experiencing. The account key or QR code is to authenticate an account after you've signed in using the correct email address and password for an account. The account key or QR code cannot and will not work to sign in to your mSecure account on any device. Do you still have access to mSecure 5 on your Mac and iOS devices? Can you unlock mSecure 5 on those devices using only your account password? If so, you should be able to sign in to any device using mSecure 5 on that device and your exact account credentials (mSecure account email, account password, and account key/QR code).