Account Reset
Account Reset: Only If Completely Locked Out
IMPORTANT: Only reset your account if you are locked out of all mSecure apps on all devices. If you can access your information on at least one device, do not reset your account - contact support@msevensoftware.com instead.
Do You Need an Account Reset?
Reset your account only if you:
- Forgot your account password.
- Lost your QR code or it is incorrect.
- Cannot access mSecure on any device.
If you are locked out, you may see errors stating:
- Your username or password is incorrect.
- You cannot authenticate your account because your QR code is missing or invalid.
If You Can Still Access mSecure on Any Device
- DO NOT reset your account.
- Instead, change your password within the app.
- Even if you can only access mSecure using biometric authentication (Touch ID, Face ID, Windows Hello, etc.), you do not need a reset.
Warning: Resetting Permanently Deletes Your Data
Resetting your account will erase all stored information and cannot be undone.
If you are unsure whether to reset, contact support@msevensoftware.com before proceeding.
Account Password and Account Key
Your Account Password and Encrypted Account Key (QR code) are only accessible by you. They are not stored on our servers or shared with mSeven Software. These credentials are required to access your account and cannot be recovered if lost.
To change your password or resend your QR code, you must have access to the mSecure app on at least one device. From there, you can update your password or resend the QR code through the app's Account Settings.
Think of your password and QR code as the key to a safe. If you have the correct key, you can open it. If not, the safe remains closed. If you lose your key, you can no longer access the safe. In this case, you must reset your mSecure account to gain access again. For more details please refer to our security page.
Decrypting Data and Account Reset
To decrypt data stored in mSecure, you must use your Account Password to unlock the app. If you've forgotten your password, you will need to reset your account.
If you're setting up mSecure on a new device or after reinstalling the app, you'll need to sign in with your Account Username and Password, then authenticate with your Encrypted Account Key (QR code). If you've lost your QR code, you must reset your account to create a new one.
Note: It's impossible to recover your Account Password or QR code, s they are not stored on mSecure servers and mSeven Software has no access to them.
Resetting your mSecure account will:
Remove your Account Password
Delete all data from your mSecure app and Cloud account.
Make all sync data in Dropbox or iCloud obsolete.
Render your current Account Key (and any older keys) invalid.
Resetting your mSecure account will not:
Delete your mSecure account.
Affect your account status or license information.
Destroy backups saved outside of mSecure (e.g., on your device, Dropbox, iCloud).
IMPORTANT: Although backups aren't deleted during a reset, they remain protected by the Account Password used when the backup was created. If you reset your account due to a forgotten password, backups made with that password will no longer be accessible.
Account Password Change with Biometric Unlock
If you can still access your mSecure information using the Biometric Unlock feature (TouchID, Face ID, Biometric Authentication, Windows Hello), you do not need to reset your account. You can change your account password from any device where you can unlock the app with biometrics. Once you do, you'll be able to sign in on all of your devices, though you may need to reinstall the app on iOS, Android, or Windows, or delete mSecure's database file on your Mac.
For instructions on changing your account password, please refer to this article.
How to Reset Your mSecure Account
If you're locked out of mSecure on all your devices and have read through the information above, follow the steps below to reset your account.
1. Remove mSecure from Non-Mac Devices.
- iOS/Android/Windows: Delete the latest version of mSecure from any non-Mac Devices.
- Important: If you're using mSecure 3 or 4, do not delete that version from any device.
2. Delete mSecure Database on Your Mac
- Open mSecure, and you should see the lock screen waiting for your master password.
- In the Menu bar, click Help and hold down the Option key on your keyboard.
- While holding the Option key, click Show Data File in Finder. A new Finder window should open.
- Move the mSecure.mscb file to the Trash.
- Close mSecure.
3. Delete Sync Files (if using iCloud or Dropbox)
Dropbox:
- Open your Dropbox account (either on your device or via a browser at dropbox.com).
- Go to Apps > mSecure 5 > [your mSecure account ID folder].
- Delete the data.mssb file.
iCloud:
- Open the Files app (on iOS) or a new Finder window (on Mac).
- Navigate to iCloud Drive > mSecure > [your mSecure account ID folder].
- Delete the data.mssb file.
4. Reset Your Account
- Go to the Reset Your mSecure Account page.
- Carefully read the notice, then enter the email address you use for mSecure in the Email Address field.
- Click START PROCESS. You will receive an email shortly.
- Open the email and click RESET ACCOUNT.
- A page will open in your browser. Enter a new password, confirm it, and set a new hint. Note: If you've only lost your QR code, you can use the same password as before.
- Click RESET ACCOUNT to complete the reset.
Resetting Your mSecure Account
Video Guides for Account Reset
Watch the step-by-step video guide for your device:
After Resetting Your Account
1. Reinstall mSecure on all your devices. Download it from your app store:
2. Open mSecure and follow the on-screen instructions until you reach the "Sign In" or "Sign Up" screen.
3. Tap "Sign In" and complete the onboarding process.
Important:
- Signing in after a reset is required to receive a new QR Code via email.
- Delete any old authentication emails containing previous QR codes to avoid confusion.
- Only the newest QR code should be saved and used.
Once your account is reset, mSecure is installed, and you've received your new QR code, you can sign in and authenticate your account on all other devices.
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