With the release of mSecure v6, we have received an overwhelming number of support requests and with our small support staff, it would take weeks to respond to each individual question or concern. Most of these requests are very similar in nature and we’re hoping this post will address 90% of the questions or concerns you may have. Please read carefully through this list of common issues, then if none of them address the issue you’re experiencing, please send a support request so we can prioritize it and respond in a more timely manner. Since we hope this post will resolve almost two thousand emails we received, we will not be responding to any unanswered support requests sent prior to 3/23/2022.
V5 Paid Users do not lose any functionality
There has been some confusion with the change to subscriptions so we want to clarify how the new model works. If you are an mSecure 5 Pro/paid user, you will not lose any features that you had in V5. You are receiving a free subscription to our new Essentials tier which includes all features (and more) you had in V5. You are also given a 30-day trial to our new Premium subscription tier in mSecure 6. Your account is an Essentials account now, so once the Premium trial is over, you will then have an Essentials plan going forward at no cost to you. The trial is not for the features you’ve already paid for but only for new Premium features such as the Sharing Center, multiple Tags, etc.
TO CLARIFY: Regardless of how you may interpret the messages throughout the app, if you had an mSecure 5 Pro license, you now have an mSecure 6 Essentials subscription at no cost. This includes all of the features you used in V5 with a few new additions. In other words, you have not lost your V5 Pro license.
Why is mSecure 6 not available in my device’s app store?
mSecure 6 was gradually rolled out and is now available in all of the app stores. Check the iTunes and Mac App Stores, Google Play Store, and Microsoft Store to update mSecure!
Where have my Groups gone in mSecure on my Windows computer?
Unfortunately, the first release of mSecure 6 for Windows, had an issue converting Groups into Tags. This issue has since been resolved for future users in 18.104.22.168, though if you updated immediately and have this issue, please refer to our support article to learn how to retrieve your V5 Groups.
Why was I forced to upgrade to mSecure 6?
As third-party developers, we cannot force an update or any app to be downloaded onto your devices. Apple, Google and Microsoft do not allow this and we do not wish to force you to download anything you do not want. We can only submit updates to our app, and after it is approved by those companies, they will deliver it to your device(s) based on their app store guidelines. That being said, if you have automatic updates turned on for your device, mSecure will be updated to V6 as it is the latest version of mSecure.
What is the difference between an Essentials and Premium subscription?
An Essentials subscription includes everything a V5 Pro user had in mSecure 5 with a few new features like Browser Extensions. A Premium subscription includes these and new features like Cross-Account Sharing and adding Tags. To learn more about our subscription plans, visit our website.
REMINDER: If you purchased a V5 Pro license, you have been given a V6 Essentials account at no cost.
Is Tags a Premium feature? What will happen to my Tags after the trial?
While Tags is a feature for Premium subscribers, as an Essentials user you will always be able to add one Tag to a record. You are able to add multiple Tags to records as a Premium user. Any Tags added during your Premium trial will not be lost when it ends. For more information on how the Tags feature works, click here.
Why are my devices not syncing? I have mSecure 6 installed!
If one device is running V6 and another is running V5, your devices will not sync until they are all updated to mSecure 6. Though don’t be worried, once all of your devices have been updated, any changes you may have made in V5 will be automatically added to your database in V6.
Can I revert back to mSecure 5 if it has already been updated?
mSecure 6 is an application update that installs on top of mSecure 5 because it is the same application, as it is a natural upgrade to mSecure 6. mSecure 5 no longer exists in the app stores, though mSecure 6 is just a new version of the same app. That being said, if your application was updated, you are unable to revert to mSecure 5 as it is a previous app version. It’s ok though, if you have an mSecure 5 Pro license, you get all the features you had in that version of the app at no cost, since you now have a V6 Essentials account.
How can I upgrade to Premium with my 50% discount as a V5 Pro User?
You have two ways to take advantage of your discount! On our website click the “Buy mSecure” button in the top right, or if you are already on our Plans page, click “Get mSecure Essentials” or “Get mSecure Premium”. Alternatively, upgrade directly through the mSecure app itself by clicking the banner in the bottom of the left column of the desktop app or the menu of the mobile app where it shows your Premium trial is active.
Why is my account type shown as Essentials (Premium Trial)? What does this mean?
If you had an mSecure 5 Pro/paid license, you will have an Essentials account for free in mSecure 6. Every user that downloads V6 will receive a 30-day Premium trial to experience every new feature. Once the trial ends, your account will remain an Essentials account, none of your information will be changed and you will not be charged a monthly fee. If you decide you want or need any of the Premium features, then you would need to sign up for a Premium account, which does incur monthly charges. Please click here for more information.