My windows application decided it needed to use the account verification again. I did not reinstall at first but after a attempts made I did. Importing the key or code only leads to failure messages. As neither one is recognised, what do I do? I'm using a desktop so I can only attempt 2/3 authentication options.
The data imported from the clipboard is not able to authenticate you as the owner of this mSecure Account
Thank you for contacting us and I'm sorry about the issue you're experiencing. There are several reasons why a QR code or account key can return as invalid.
Here are the main issues that can cause an account key or QR code to return as invalid:
For the first issue, please make sure that you are using the proper mSecure account associated with your account key and QR code.
mSecure will create a new QR code whenever you change your account password and send you a new authentication email labeled: mSecure Account QR Code – Your Password Was Changed. Please make sure to use this new QR Code and authentication email instead. You can always re-send yourself the authentication email from the device you changed your account password from.
If you have gone through an account reset, you’ll have to make sure to reinstall mSecure 5 and(or) remove the mSecure.mscb database file if you are using mSecure 5 for Mac so that you can fully sign out and back into to your mSecure account. This will allow mSecure to create a new account key and send out a new authentication email for you to use.
If you have gone through an account reset and our having authentication or syncing issues, we advise you to create a backup for mSecure 5 and go through an account reset again. This time, please follow the uninstall/remove instructions. After the reset and uninstall/removal, restore from the backup file you created.
If this doesn’t solve your issue:
Thanks. I found resetting my password on my Android app allowed me to get the new QR email which got my windows app to work again.
What do you mean when you say resetting your password? Do you mean to say that you changed your account password through the Android app or did you do an account reset to fix this issue and start over? Either way, I'm glad everything is working properly now.