My device shows my product license is expired. I have purchased F-Secure SAFE or TOTAL subscription

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Customer_CareCustomer_Care Posts: 548 F-Secure Employee
in F-Secure SAFE / Internet Security / Anti-Virus

Issue:

I have renewed my F-Secure SAFE license, but my device shows license expired.

Resolution:

You might have purchased a subscription for a different product:
Check the product installed on your device. If the product installed on your device is F-Secure Internet Security, then the subscription that you've purchased is for a different product.
In this case, you need to uninstall F-Secure Internet Security from your device, and install F-Secure SAFE. Skip to the next step if this is not the case for you.


If the product installed is the correct product for the subscription purchased: 
  • Make sure that you have renewed an existing subscription instead of purchasing a separate new subscription. If you suspect that you might have purchased a separate new subscription, contact F-Secure Support for further assistance.
  • If you use the login through Facebook, please verify you have installed SAFE from this account and not from the one with "normal" login.
  • Try restarting your device, the product may just need to be refreshed to connect to our servers.

If your F-Secure account shows the correct number of devices and restarting your device doesn't fix the issue, follow the steps below:
 
Log out and Log in to My F-Secure in SAFE Windows PC:
  1. Click on your name at the top-right of SAFE window
  2. Click Log out
  3. Click Continue
  4. Click Log out
  5. SAFE will close. Double-click the F-Secure SAFE icon on your desktop to open it
  6. A login window will appear. Enter your My F-Secure email and password and click Log in
  7. A message appears, "Hi <name> You are setting up protection for yourself." Click Continue
  8. Subscription is now updated
Uninstall and reinstall F-Secure SAFE on your phone:
  1. Uninstall F-Secure SAFE app
  2. Go to App Store or Google Play Store
  3. Install F-Secure SAFE
  4. Tap Login
  5. Login using the correct account
  6. F-Secure SAFE is now activated
Uninstall and reinstall F-Secure on your Mac: 
  1. Open Finder, and click on Programs / Application
  2. Open the F-Secure folder
  3. Run Uninstall F-Secure SAFE
  4. After the uninstallation, restart the Mac
  5. Release the previous installation license from My F-Secure so that you can reuse the same license again
  6. Install F-Secure SAFE on your Mac

Article no: 000001358

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