If you can view your information on one device, change your password using the instructions in this article, or resend your QR code from the app’s Account Settings. The only way a password can be changed or a QR code resent is if you can open and unlock the mSecure app on at least one device. They are required for account access and they cannot be retrieved or recovered in any way. Your Account Password and Encrypted Account Key (QR code) are only accessible by you and are not stored in your mSecure account on our servers, nor are they shared with mSeven Software. Please contact our support team at if you have any questions about your current situation or have doubts that you should proceed with an account reset. Instead, you can simply change your password from inside any unlocked mSecure app following the instructions in this article. If you are currently able to unlock the latest version of mSecure on any of your devices, even if you are only able to do so using the biometric unlock feature (Touch ID, Face ID, Windows Hello, etc.), you do not need to reset your account in order to update your master password. Resetting your mSecure account will destroy your information, which can lead to severe, unintended consequences. If the instructions are followed, your information will be deleted and it's likely to be lost permanently. If you are able to unlock mSecure and gain access to your information in any version of mSecure on at least one device, DO NOT proceed through the rest of the content below. Unable to authenticate as the owner of your account because either you don't have the QR code that was sent to you when your account was first set up, or the QR code you have is not being accepted Unable to sign in to your account with mSecure telling you the username and/or password you are entering is incorrect Locked out of the mSecure app on all your devices The instructions below are only intended for those who have forgotten their account password, lost their QR code or the QR code they have is incorrect. If you have access to your information in any version of mSecure on at least one device, please contact support before following the instructions in this article.Īre you having password trouble, or unable to log in on any of your devices running mSecure? IMPORTANT : An account reset is ONLY needed if you are locked out of ALL your mSecure apps.
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