@Catherine Thank you very much for responding here with your experience in upgrading / migrating!

@Brian The account for the support site is not tied to your mSecure account in any way. They are completely different systems. Also, we don't work on the weekends, so there was no way I was going to be able to respond to your posts before Monday morning.

Real quick, I need to give you some explanation as to what is happening, and then I'll try to help you with your password.

Unfortunately, mSecure 4 is no longer supported, so there won't be any updates to that version of the app. The problem is, at some point in time, older, unsupported apps always run into issues like this, which is why developers have to provide an option so that it doesn't happen. mSecure 5 is that option, as it is the update to mSecure 4 that keeps what's happening in iOS 14.5 and 14.6 from taking place.

In the older version of the app, we implemented an advertisement for mSecure 5, and that was to let our users know that the app was available and that they could upgrade at any time. Along with that advertisement, we provided an option to close it and not show it again in the future. We are finding that a lot of customers have used that option, so they aren't seeing the ad any longer. The problem is, we have no way of contacting our older customers, because the older app doesn't have an account system. Without an account system, we don't have their email addresses. If we did have their emails, we would be communicating with them to provide some explanation on what is currently happening after the recent updates to iOS, to tell them what we're doing to help, and to let them know about the backup in support which is leading to long wait times in receiving responses from our support team.

However, the issue brought about by recent iOS updates are a different story altogether. On all our company test devices, we have still not encountered the issue you and other customers are experiencing, which, though there are a lot of people who have experienced the problem, is actually a very small percentage of our overall customer base. Even had we been able to contact our users via email, we wouldn't have done so before the iOS 14.5 update, because we never knew it would cause this problem. And Apple doesn't send developers notifications that this type of behavior will occur, so there was no way for us to know ahead of time.

Moving forward, we still aren't able to tell for sure the next iOS update will cause the upgrade message to appear. Our developer has even tested on the first beta release of iOS 15, and the old mSecure app runs without any problems. In short, at this time, we do not know what is causing the issue for the old, unsupported mSecure app, but we have provided a solution.

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With regards to your password, if you were using Touch or Face ID to unlock mSecure on your iOS device, I should be able to help you retrieve your password. I believe you were using Touch ID to unlock the old app, but can you confirm this for me?

@Brian Our developer was able to get a utility version of the old app built, which enables you to retrieve the password you used in mSecure 4. This version will not be available in the App Store, since it's only a utility version of mSecure 4, created for a single purpose. In order to download it, you will need to download the TestFlight app from the App Store if you don't already have it installed on your devices. 

Should you choose to download this utility update, I will need the Apple ID (email address) you use on your iOS devices. Once I have that, I can add you to the TestFlight list of users who will be given access to this version of the app. Once added, you will get an email invite to download the app from the TestFlight app. The new version will download over the top of mSecure 4.5.4, and it can only be used to reveal your password. Since v4.5.4 can no longer be opened, this shouldn't be a problem, but I do want to make sure you understand all that will happen when the new build is downloaded. In particular, the TestFlight version will have no functionality for viewing your data. It can only retrieve your password from iCloud Keychain on your device, and then display it to you.

Once you have the password, you can write it down and enter it when upgrading to mSecure 5.

Let me know if you have any questions about this process. If you're ready to proceed, download the TestFlight app, send me your Apple ID, and I'll add you to the TestFlight list.

One thing to mention, some customers don't like sending their email address here in a public post. If you don't want to post your Apple ID, we'll have to do this via email instead.

@Brian I was able to add you to the TestFlight group, so you should be getting an email invite very soon. After you receive it, you can download the utility version from the TestFlight app, then launch it and retrieve your password using Touch or Face ID. After you have the password, you shouldn't have any problems migrating over to mSecure 5.

You will proceed in one of two ways. If you already have an mSecure 5 account:

1) If mSecure 5 is already installed on your iOS device, delete the app

2) Reset your mSecure 5 account using the steps in this support article: https://support.msecure.com/en/support/solutions/articles/36000064228-account-reset

3) Install mSecure from the App Store app 

4) Open the app and move through the screens until you are asked to Sign In or Sign Up for an account

5) Tap the option to Sign In using your account's email and new password you just set

6) Choose which sync feature you would like to use

7) You will then be asked if you would like to import your information from mSecure 4 on the next screen

Alternatively, if you don't already have an mSecure 5 account:

1) Install mSecure from the App Store app if you haven't already

2) Open the app and move through the screens until you are asked to Sign In or Sign Up for an account

3) Tap the option to Sign Up for a new account

4) Choose which sync feature you would like to use

5 )You will then be asked if you would like to import your information from mSecure 4 on the next screen

@Brian It's great to hear everything is working again, and thank you for adding this feedback to the forum! There are not many instances where things can't be fixed now, so if everyone sticks to the instructions, we should be able to help everyone.

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@Elizabeth I'm sorry to hear about the issue you're experiencing after the recent iOS update. Unfortunately, mSecure 4 is no longer supported, so there won't be any updates to that version of the app. The problem is, at some point in time, older, unsupported apps always run into issues like this, which is why developers have to provide an option so that it doesn't happen. mSecure 5 is that option, as it is the update to mSecure 4 that keeps what's happening in iOS 14.5 and 14.6 from taking place.

In the older version of the app, we implemented an advertisement for mSecure 5, and that was to let our users know that the app was available and that they could upgrade at any time. Along with that advertisement, we provided an option to close it and not show it again in the future. We are finding that a lot of customers have used that option, so they aren't seeing the ad any longer. The problem is, we have no way of contacting our older customers, because the older app doesn't have an account system. Without an account system, we don't have their email addresses. If we did have their emails, we would be communicating with them to provide some explanation on what is currently happening after the recent updates to iOS, to tell them what we're doing to help, and to let them know about the backup in support which is leading to long wait times in receiving responses from our support team.

However, the issue brought about by recent iOS updates are a different story altogether. On all our company test devices, we have still not encountered the issue you and other customers are experiencing, which, though there are a lot of people who have experienced the problem, is actually a very small percentage of our overall customer base. Even had we been able to contact our users via email, we wouldn't have done so before the iOS 14.5 update, because we never knew it would cause this problem. And Apple doesn't send developers notifications that this type of behavior will occur, so there was no way for us to know ahead of time.

Moving forward, we still aren't able to tell for sure the next iOS update will cause the upgrade message to appear. Our developer has even tested on the first beta release of iOS 15, and the old mSecure app runs without any problems. In short, at this time, we do not know what is causing the issue for the old, unsupported mSecure app, but we have provided a solution.

The good news is, if you still know your password to mSecure 4, you haven't lost your data. All you would need to do is install mSecure 5, create a new account or reset an existing account, and then migrate your data in from the old app. You can find out more about this process here: https://support.msecure.com/en/support/discussions/topics/36000020017

@Paddy Go ahead and read over the answer I gave to @Elizabeth above, then the steps to migrate your information into mSecure 5 in the post linked at the end. Should you need help with any of the process or run into any problems, please let me know, and I'll help.