mSecure Support
Premium Subscription but showing as "Non-Subscriber" & working like "Essential Subscription"
I received an email from an mSecure Representative saying there has been an influx of tickets regarding this issue. Apparently mSecure is in the process of migrating subscriptions from an old system to a new system, so this issue won't happen again.
My subscription has now been updated with the correct renewal date, so everything is working as it should! Resolved!
If you opened a ticket, be sure to also email to: support@msevensoftware.com
Hope this helps to anyone having the same problem.
The issue that you are dealing with is due to a migration issue that our Merchant of Record (Paddle) is undergoing with our subscriptions. They have an older billing platform that our users were using to purchase a subscription through which now they have made a new billing platform. We are in the process of migrating these old subscriptions to this new subscription platform which has been taking some time to do so. We are hoping to get this completely fixed soon, but in the meantime, we will need to manually update your subscriptions to show the correct renewal date. You might deal with a delay in getting your subscription updated correctly since we are dealing with a influx of users with this issue, but know we are trying our best to respond as soon as we can. For other users that are seeing this forum post, simply respond stating you are dealing with this same issue and I will get to you shortly. You may also send an email to support@msevensoftware.com so I can respond to your ticket faster.
I also want to make it clear that as long as you know your account password, you will remain able to unlock the mSecure app and see your data. This should not effect access to your data if you know your account password and you should regain access to biometric unlock once your subscription is updated correctly.
For everyone that has posted so far, we see you and we will be updating your subscriptions as soon as we can.
Darlene
I renewed my Premium subscription a week ago, my subscription is being treated a an "Essential Subscription'. I am unable to sync, export to CVS, unable to make save changes to passwords etc.
I have opened tickets, emailed, checked with Paddle who said I am subscribed to Premium & they would send an email to mSecure about it.
I've attached 3 files to show payment, showing me as "Non-Subscriber" & request for me to "Update" (!).
Bottom line, I have not heard from anyone to date to remedy. I have tried everything.
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