Error connecting the Segura app to MySafe

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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 Solution 2
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
Problem 3 “Invalid code” Application incorrectly created as Extension type. Solution 4

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 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.

    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
    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.

Step completion: after configuring the base URL, try connecting the Segura 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 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.