---
title: "Error connecting the browser extension to MySafe"
slug: "error-connecting-the-browser-extension-to-mysafe"
updated: 2026-11-03T14:48:17Z
published: 2026-11-03T14:48:17Z
canonical: "docs.senhasegura.io/error-connecting-the-browser-extension-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 browser extension to MySafe

This document provides guidance on resolving common issues when trying to connect the **browser** **extension** 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**. Self-signed certificate on the Segura™ server. | [Solution 1](/v4-2/docs/error-connecting-the-browser-extension-to-mysafe#solution-1-verify-connection-to-segura-solution1-verifyconnectiontosenhasegura) [Solution 2](/v4-2/docs/error-connecting-the-browser-extension-to-mysafe#solution-2-review-system-settings-solution2-reviewsystemsettings) [Solution 3](/v4-2/docs/error-connecting-the-browser-extension-to-mysafe#solution-3-configure-the-browser-for-selfsigned-certificates) |
| 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 4](/v4-2/docs/error-connecting-the-browser-extension-to-mysafe#solution-4-check-settings-in-orbit-config-manager-solution4-checksettingsinorbitconfigmanager) |
| Problem 3 | “Invalid code” | Application incorrectly created as **mobile app** type. | [Solution 5](/v4-2/docs/error-connecting-the-browser-extension-to-mysafe#solution-5-check-the-created-application-type-solution5-checkthecreatedapplicationtype) |

## 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 **extension** to **MySafe** again. If the error persists, proceed to the next solution.

### Solution 2: Review system settings

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

          **Attention**

          

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

1. In the **Products** **menu**, go to **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 **browser extension** to **MySafe** again. If the error persists, proceed to the next solution.

### Solution 3: Configure the browser for self-signed certificates

1. If the Segura™ server is using a self-signed certificate, close the browser and launch it with the `--ignore-certificate-errors` flag.  For example, if you’re using Google Chrome, launch the browser with `chrome.exe --ignore-certificate-errors`.

**Step completion:** after restarting the browser with the correct configuration, try connecting the **browser extension** to **MySafe** again. If the error persists, proceed to the next solution.

### Solution 4: 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**, go to **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 **browser extension** to **MySafe** again. If the error persists, proceed to the next solution.

### Solution 5: Check the created application type

1. In **MySafe > Mys apps**, click **Add**.
2. In **Application type*,** select **Extension.**
3. Click **Save**.

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