---
title: "Error connecting the Segura® app to MySafe"
slug: "error-connecting-the-senhasegura-app-to-mysafe"
updated: 2026-03-04T12:04:34Z
published: 2026-03-04T14:37:22Z
canonical: "docs.senhasegura.io/error-connecting-the-senhasegura-app-to-mysafe"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.senhasegura.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Error connecting the Segura® app to MySafe

This document provides guidance on resolving common issues when trying to connect the **Segura® mobile app** to **MySafe**. Each issue is described with an error message, possible causes, and recommended solutions. Follow the step-by-step instructions to troubleshoot the problem.

## **Problem overview**

| Problem | Error message | Main cause | Solution |
| --- | --- | --- | --- |
| Problem 1 | “It’s not possible to reach your Segura® instance, please make sure you’re connected to internet and have access to your Segura® instance.” | No connection to the Segura® server. Incorrect configuration of the base URL in **MySafe**. | [Solution 1](/v4-2/docs/error-connecting-the-senhasegura-app-to-mysafe#solution-1-verify-connection-to-segura) [Solution 2](/v4-2/docs/error-connecting-the-senhasegura-app-to-mysafe#solution-2-review-system-settings-and-access-permissions) |
| Problem 2 | “An unexpected error occurred, please try again in a few moments or contact our support team.” | Incorrect URL configured in **Orbit Server Manager.** | [Solution 3](/v4-2/docs/error-connecting-the-senhasegura-app-to-mysafe#solution-3-check-settings-in-orbit-server-manager) |
|  |  |  |  |
| Problem 3 | “Invalid code” | Application incorrectly created as **Extension** type. | [Solution 4](/v4-2/docs/error-connecting-the-senhasegura-app-to-mysafe#solution-4-check-the-created-application-type) |

## Solutions

### Solution 1: Verify connection to Segura®

Ensure that the device has a stable connection to the Segura® server.

**Step completion**: after checking the connection stability, try connecting the **Segura® mobile app** to **MySafe** again. If the error persists, proceed to the next solution.

### Solution 2: Review system settings and access permissions

- **Prerequisites**: Segura® instance administrator permission.

          **Attention**

          

Ask the administrator to check system settings and your access permissions.

1. In the **Products** **menu**, access **Settings > System parameters > Global > Access control.**
2. In the **Mobile app** section, enable the **Allow use by all users*** and define the need to **Require device approval*.**
3. Next, in the **Products** **menu**, access **MySafe > Global administration > Sharing options**.

          **Info**

          

The other fields on this screen are related to the **External sharing** feature, available only for the web version. More information in [How to configure MySafe](/v4-2/docs/how-to-configure-mysafe).
  1. Enter an email for notifications related to **MySafe**.
  2. In **Base URL**, enter the **MySafe** vault URL without the `https://`.  

**Example:** `company.mt4.com`

**Step completion:** after configuring the base URL, try connecting the **Segura® mobile app** to **MySafe** again. If the error persists, proceed to the next solution.

### Solution 3: Check settings in Orbit Server Manager

- **Prerequisites**: Segura® instance administrator permission.

          **Attention**

          

Ask the administrator to check the **Orbit Server Manager** settings.

1. In **Orbit Server Manager**, access **Settings > Application.**
2. Check if the **application URL** is configured correctly.
  1. If necessary, click **Edit** in the upper-right corner and adjust the URL.

**Step completion:** after correcting the application URL, try connecting the **Segura® app** to **MySafe** again. If the error persists, proceed to the next solution.

### Solution 4: Check the created application type

1. In **MySafe > My apps**, click **Add**.
2. In **Application type*,** select **Mobile app.**
3. Click **Save**.

          Alerta

          

If the **Application type*** option isn’t available, you don’t have permission to use the **Segura® mobile app**, and the generated QR code will only be valid for the **extension**. Request authorization from the administrator to use the **mobile app**.

**Step completion:** after checking and correcting the application type, try connecting the **Segura® mobile app** to **MySafe** again. If the error persists after following the instructions, contact technical support for further assistance.