Hi Greg,

Thank you for contacting us and I'm sorry about the issue you are experiencing. Are you signed in to mSecure 5 on at least one device? Is the issue that you are stuck in the sign in screen in mSecure 5?

Hi Greg,

If you've gone through an account reset, you are instructed to reinstall mSecure 5 on all of your devices. Additionally, if using iCloud, as you are, you are instructed to delete the sync file. You can find those instructions again here: https://m7software.freshdesk.com/support/solutions/articles/36000019923-forgot-your-account-password- under the "Signing in after resetting your account" section. The authentication system is account specific. The first device that you use to sign in to mSecure 5 the first time or the first time after an account reset creates an account key. We encrypt this account key and create a QR code for you to use to sign in to your account on any other device after the initial sign in. For convenience, we also email you your encrypted account key.

You can learn about the authentication email: https://m7software.freshdesk.com/support/solutions/articles/36000019921-account-authentication 

You can learn how to setup mSecure 5 on all devices here: https://m7software.freshdesk.com/support/solutions/articles/36000022243-setup-msecure-5

You can learn more about our security model here: https://m7software.freshdesk.com/support/solutions/articles/36000019927-msecure-s-security-model 

Hi Dana,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. I'm not sure what could have caused this to happen, as we don't have any know bugs that cause partial imports of data during migration from v4. Can you tell me how you are sure that not all your passwords are in v5? Are you still able to open mSecure 4 and view your information to cross-reference your data?