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® 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.

    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® 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.