Never received my QR code

I have emailed Mseven software support several times however I just continue to receive a generic reply.  Their instructions to have the QR code email resend is not applicable since the iPhone app requires the QR code to be entered from the start.  Is there any other way to obtain customer service?  Old product is nice, however Customer Support does not seem to work.


1 person has this problem

Hi Felipe,

Thank you for contacting us and I'm sorry about the issue you are experiencing. Each email we receive is answered in the order it was received. Creating more email tickets will not speed up this process. Additionally, every new email we receive will get an auto-response with FAQs. To answer your email though:


Thank you for contacting us and I'm sorry about the issue you're experiencing. The way our security system works, you should have received the authentication email after you first signed in to your mSecure account the very first time in mSecure 5 on May 22nd 2017. We have found that for some customers the email gets placed in either a spam/junk folder or some other folder in their email app do to rules set up to automatically route incoming emails. Make sure to run a search in your email app to see if you can find an email with the subject: "no-reply@msecure.com". Be sure to run a search specifically from inside your spam folder as some apps omit this folder when searching for emails.


 Unfortunately, if you are unable to find your mSecure Authentication email, there is no way for mSeven Software to resend it to you. In order to maintain the security of your account, we do not have the information needed to retrieve your account key. The only way to resend the Authentication email is for the owner of the account to resend it from the Account Settings from within the mSecure app.


 You can go here to learn how to resend the authentication email on all devices if you still have access to your mSecure account in mSecure 5 on a device: Resend QR Email


If you have lost access to your Authentication email or access to your mSecure account on a device, you will need to go through an account reset to reset your account: Reset Account

 Note: this is a security system not an activation system. 

In order to log in I need the QR code which has not been emailed to me.  And i did check by Spam folder

Hi Raymond,

Thank you for contacting us and I'm sorry about the issue you're experiencing. The way our security system works, you should have received the authentication email after you first signed in to your mSecure account the very first time in mSecure 5 on Nov 27th 2017. We have found that for some customers the email gets placed in either a spam/junk folder or some other folder in their email app do to rules set up to automatically route incoming emails. Make sure to run a search in your email app to see if you can find an email from: "no-reply@msecure.com". Be sure to run a search specifically from inside your spam folder as some apps omit this folder when searching for emails.

 Unfortunately, if you are unable to find your mSecure Authentication email, there is no way for mSeven Software to resend it to you. In order to maintain the security of your account, we do not have the information needed to retrieve your account key. The only way to resend the Authentication email is for the owner of the account to resend it from the Account Settings from within the mSecure app.


 You can go here to learn how to resend the authentication email on all devices if you still have access to your mSecure account in mSecure 5 on a device: Resend QR Email


If you have lost access to your Authentication email or access to your mSecure account on a device, you will need to go through an account reset to reset your account: Reset Account

 Note: this is a security system not an activation system. 


When I try to log in on the phone it states the QR CODE IS REQUIRED.  Maybe it is an issue since I'm on the mSecure 4 version.  

Hi Raymond,

If you were using mSecure 4, you would get no such notice. As I've previously stated, if you have lost access to your Authentication email or access to your mSecure account on a device, you will need to go through an account reset to reset your account: https://m7software.freshdesk.com/support/solutions/articles/36000054655-forgot-account-password-lost-account-key


Thankfully, this only affects mSecure 5 so if you've been using mSecure 4, simply go through the account reset process to start using mSecure 5.

I’m in exactly same boat and can verify I never received any such authentication email. I do not want to reset my account because it will delete all my data in my account.

I needed to reset the account however since on was on version 4 my data was not deleted.

Hi Anne,

You signed in to your mSecure account and received the QR code email on Dec 06th 2017. You can go here to learn how to access the QR code in mSecure 5 and resend the authentication email on all devices if you still have access to your mSecure account in mSecure 5 on a device: Resend QR Email


If you have lost access to your Authentication email or access to your mSecure account on a device, you will need to go through an account reset to reset your account: Reset Account


Please go through the account reset ff you have been using mSecure 4. Since only mSecure 5 has an account system, nothing you do with the account or mSecure 5 will affect the previous versions or the information you have in them.



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