Thank you for contacting us, and I’m sorry for the issue you are experiencing.I believe you’re running into a known issue in the Android app where after a certain amount of time, the Biometric unlock feature becomes disabled. This leads to the context you’re in now where users have forgotten their password after using the biometric unlock feature for so long that they’re now unable to open the app.

This issue will be resolved in our version 7 release coming soon, but until that release, we have to work around the problem. If you remember your password, simply enter it, and you’ll be able to unlock the app and get access to your account. If you can’t remember your password, however, the process moving forward to get access to your information is more complicated.

IMPORTANT: Do not uninstall the mSecure app on any device until instructed to do so. This may cause data loss that could’ve been prevented.

Before we do anything to troubleshoot the issue, please answer these questions as we try to figure out why and how this is issue is occurring:

1. Are you able to access your data on any device currently? If so, which device can you access your data?

2. Are you able to enter your current password on any device to access your data?

3. Are you seeing the “password changed” on just your one Android device, or is it getting displayed on all your devices?

4. Have you recently undergone an OS update for Android?

Please let me know and I will assist further.