Msecure Face Id Not Working
Boleslao Drinker
for those having problems with Face ID, I found that if you have an older version of msecure and you download or upgrade to new premium MS5, you may not see an option to enable face ID. I finally solved this problem by deleting old and new app, and the reinstalling only new app. MAKES SURE YOU ARE BACKED UP FIRST!
Thank you for posting this. While you can delete and reinstall mSecure 6, most times the reason why Face ID isn't being displayed as an option in the new app is because it doesn't have permission to do so from iOS. In order to fix that problem, you can either reinstall the app, which will fix the permission issue, or you can open the Settings app, tap mSecure on the main page, then turn on the "Face ID" toggle. That will add the permission needed, and you should then be able to use Face ID to unlock mSecure again.
I had been logging on with face recognition. When I tried to open the app today it didn't go to the face ID screen, but rather asked for my password. When I entered the password as I remembered it, it said it was invalid. Then when I went to the next page, it said all my data would be lost if I reset. If I have remembered my password wrong how can I get a new password without losing all my data. If my data gets erased, the program is no longer of any use to me and I will have to reconstruct all my passwords on this or another app.
Is there a way I can go to facial recognition since the app should remember that? Is there no way to confirm my identity so the password can be reset? It seems like a circular route when it I have to know my password to work through misremembering it.
Thank you for contacting us, and I'm sorry for the issue you are experiencing. I'm not sure what could have caused this to happen, but we don't have any known bugs that cause the Face ID feature to become disabled. There are only a few things we know will cause the Face ID feature to become disabled.
Second, if the Face ID feature is changed in iOS, all third party apps have to have their Face ID feature reset. A change would be turning off and turning the feature back on and deleting or adding a new face to the system. The feature being disabled in for third party apps is on purpose in this case, because if it didn't work like that, someone could get hold of your phone in an unlocked state, add their face to the system, and then they would have access to any app that unlocks via Face ID.
Third, mSecure can be removed from having permission to use Face ID in iOS's Settings. To check that it still has permission, open the Settings app on your iOS device (not the settings in mSecure), scroll down and tap mSecure. In the screen that slides in, check to see if the Face ID toggle is turned on. If it isn't, turn it on and then see if you can use Face ID to unlock mSecure.
Face ID was enabled for msecure. I turned it off, then back on. A page came that said "change password". I selected a new password but when I logged out and tried to log in with the new password, it was denied. I am very frustrated
Did my comment go through? Face ID was enabled for msecure. I toggled it off and back on. A page came on asking for change of password. I entered and repeated a new password. I tried to log on and it said "Incorrect password" I am very frustrated.
I'm not sure what you mean here. Are you saying you went to iOS's Settings and saw that the Face ID permission was already on for mSecure, then you turned it off and back on again? If you did, that's not going to help here. The reason I had you check that permission is to make sure it was turned on to begin with, because there are times when that toggle gets turned off and we don't know why. If the toggle was on when you first went to the Settings app, then mSecure has always had permission to use Face ID, and turning it off and on again won't help.
The bottom line here is that mSecure has to be able to use the password you are entering to decrypt the security information stored in the app. If it can't do that, then there's no way for it to decrypt your data.
Mike I have the same issue with Msecure...it is not showing the option to turn on Face ID in the Msecure app. It use to work before, but now it's not there. I did a re-install of the Msecure as you suggested to Cameron - but that didn't change anything. I have the premium account as well. I still have the old (4) version of MSecure on my iphone as well..and this one has the option for Face ID.
So if I go to settings on my iphone - then tap on Face Id & Passcode...it shows the old version of mSecure as the app that has requested to use Face ID ...I have attached an image for you.. If I log into the old version 4 of mSecure - there is no option under settings to turn on or use Face ID...so I am at a loss as to why it would appear under the listing for Face ID & Passcode on my iphone ???
@Noella I haven't head this fix the problem you are running into before, but I am glad to hear you were able to get everything working. The one thing I need to make sure of, however, is that you are not now stuck with entering your password to open your phone. There's nothing in mSecure's implementation that would cause your iPhone to have to use your passcode when opening the device. mSecure simply uses the interface Apple provides in authenticating users via Face ID. On a high level, mSecure asks the system to authenticate the user via Touch ID, iOS pops up the Face ID dialog, the user is authenticated or not, and that response is sent back to mSecure (and all 3rd party apps work like this). So mSecure is not responsible for anything happening in the authentication process.
No I don't have to use a passcode to open my phone. Everything is working great once again. For whatever reason the option for "use Face ID" had disappeared from mSecure (new version). I should have been clearer when I said I had to turn on passcode for my iphone - I had to turn on passcode under the settings option on my iphone for "Face ID & Passcode". As you can see from the attached image, it is now turned on. Once I had done that - then the option to "use Face ID" appeared in mSecure. What I still find odd though is that the option for the old version of mSecure appears as another app that can use Face ID...I've attached the image to show you what I'm referring to. I find it odd, as version 4 does not have face ID ability - so why it appears in this list is beyond me. I turned it on just to see if it would work somehow - but obviously it does not.
Thank you for the followup, and it's good to know that everything's working as it should now. Again, I'm not sure what happened exactly, but I do know mSecure isn't requiring you to set the passcode for your device, which I only bring up to make sure you know it isn't a known bug.
With regards to the Face ID being available in mSecure 4, that's a little bit difficult to explain. While the option in mSecure 4 will always say "Touch ID" in the Settings, that version of the app does still support unlock via Face ID. iOS only supports Touch ID OR Face ID on a particular device, and both are similar features that use the same interfaces for third party apps. When you turn on "Touch ID" in v4's Settings on a device that supports Face ID, iOS simply uses Face ID instead. Where the confusion comes in is that the last version of mSecure 4 was released before the Face ID feature existed, so it can't delineate which type of authentication the device has. So mSecure 4 is able to unlock via Face ID, but it still shows "Touch ID" in the Settings.
This is a very strange thing that's happening, as both apps should function in exactly the same manner. I don't know why mSecure 6 is not showing the Face ID toggle. Real quick, I want you to check a different location in iOS's Settings to see if the mSecure 6 has permission to use Face ID. This time, open the Settings app, but do not go to the Face ID section. Simply open Settings to the home screen where you'll see your profile photo at the top, then scroll down on that first page all the way to the bottom section where all your installed apps are listed. Find mSecure 6 (the app with the dark icon) and tap it, and you'll see a screen like I'm attaching.
I have recently changed phones and copied all my data across. FaceID did not work, and my first attempt on the password did not, however, I tried again assuming I had made a spelling mistake and sure enough I had made a mistake and got in. All data was in tact, but the account showed as a trail, yet I have the pro version.
I then needed to access my information later in the day and could no longer get in. The password I used in the morning to get in was no longer working. Before swapping phones I did a backup of the data to iCloud and I have the QR code, what can I do to recover my information? Is there anything I can do to check my information is secure?
Thank you for contacting us, and I'm sorry for the issue you are experiencing. While I'm not sure what's happening here, we are sure that mSecure can't change the password out from underneath you. If the password entered manually previously was able to unlock the app, then it will work again if entered in exactly the same manner.
For clarification, the reason you were not able to use Face ID when you changed phones is because the face and fingerprint data stored in iOS's Secure Enclave are not synced over to new devices. This is why you have to set up your Face again on each new iOS device you get. The data stored for authenticating mSecure via Face ID is not synced over to new device, because it also is stored in the Secure Enclave using the Face ID feature. In short, you can never use Face ID to sign in to mSecure installed or restored on a new iOS device.
Understood, and I also find this completely weird. The painful bit for me is that as I was able to get in I wiped the old phone as it went to someone else!! I also appreciate that you have no access, this is why I chose your product, security!! Which works well when either my brain or fingers get things right! Also one of the issues with using FaceID, while it is secure, your mind tends to forget passwords!
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