Subscription expired issue : mSecure Support

A

Alex

ha iniziato un argomento 21 giorni fa

Opened the ticket 160085 for the subscription being expired even so it was automatically renewed. Shared all details in the ticket in the receipt. Sent email to support team - no feedback either. Loosing my patience and ready to start the dispute process with the payment provider to get money refunded and switch to the different password management app.

M

Mark - mSecure

ha detto 13 giorni fa

Hi Alex,

I'm glad we were able to resolve this issue for you. We apologize for the delay in our response due to the high support volume.

E

Erwin

ha detto 13 giorni fa

Having same issue. Opened a ticket on July 15th. (#160636 MSecure Premium shows Exp on 28 may 2026, but payment has been done. Application does however seem to be fully working, on two Apple divices, including cloud sync) Apparently I am not the only one … Let’s see how and when support responds.

M

Mark - mSecure

ha detto 7 giorni fa

Hi Erwin,

I'm glad we were able to resolve this issue for you through the ticket system. Let us know if you need further assistance in the future.

O

Oliver

ha detto 5 giorni fa

Hi,

I have the same issue. The payment was done through the 9th of july, but the mSecure app only shows an essentials account.

Please help.

Best regards,

Oliver

M

Mark - mSecure

ha detto 1 giorno fa

Hi Oliver,

I have responded to your ticket. We will continue this conversation through the ticket system.

m

Msecure@sarek.

ha detto 1 giorno fa

Same issue. Ticket response time is slow

J

Jonathan

ha detto circa 4 ore fa

same here

m

Msecure@sarek.

ha detto circa 4 ore fa

If this isn't fixed by Monday, I'm going to dispute the charge with my credit card. They could at least acknowledge a problem to us!

O

Oliver

ha detto circa 1 ora fa

I am not an employee of mSecure, just a user who was also affected.

I can understand that the situation is annoying. However, I read elsewhere in the forum that the functionality of the app should not be affected by the incorrect display of the subscription; at least that's how it was for me too.

I also read that the problem does not come from mSecure, but from their payment service provider, who has changed/updatet a payment process. Unfortunately, this resulted in mSecure being flooded with requests.

I understand that this may not actually matter to the user, but I understand that mSecure employees should be given the opportunity to fix the problem, which they did relatively quickly for me after I opened a ticket.

In my opinion, “putting pressure on” by threatening to revoke payment via credit card is counterproductive.

If you didn't have the information above, you may now be able to understand the situation a little better. :)