Supersafe boost

I am a talktalk customer, and am trying to install superSafe.

 

However, when I try to log in, it doesn't accept my password, nor does it send me a link to reset the password.

 I know what the problem is, the problem is that fsecure does not recognize my new email address, which has changed since I first signed in about 2 years ago.

What is the answer? talktalk are unable to help.

 

Help!

Comments

  • UkkoUkko Posts: 2,999 Superuser

    Hello,

     

    Sorry for my reply. I'm only an F-Secure user (their home solutions).

     

    If TalkTalk Support does not able to change your mail-address under your account (or not possible to try specific TalkTalk login page?! for logging) -> maybe another option is to try F-Secure official Support Channels (chat as example) and ask about available options:

    https://www.f-secure.com/en/web/home_global/contact-support

     

    But... if your trouble is about 'fresh mail address' -> did you try to use your previous mail address (as login) and your password? And if your account is still valid - to ask Support for:

    trouble is that based on article -> access to previous mail-address is important.

     

    Thanks!

  • Thank you for your reply, unfortunately Talktalk say to contact F-Secure and F-Secure say contact Talktalk. Niether of them are capable of helping. They both blame each other for the problem, so the only option I have is to give up.

  • UkkoUkko Posts: 2,999 Superuser
    They both blame each other for the problem, so the only option I have is to give up.

    Hello,

     

     

    I think that it is not an option.

    I do able to think about two points:

     

    -> does it possible to login with your previous mail-address (as login-name) and password?

    if yes - it is expired?

    if no - maybe trouble is not pinned to 'fresh' mail address?

     

    -> what is account type there? Does it pinned to your TalkTalk account? Or it is just normal F-Secure Account (which pinned to talktalk)?

     

    Likely that TalkTalk or F-Secure Supports should to provide help with changing your mail-address to your account. Or based on your ?!purchase/TalkTalk-account to advice further about steps to retrieve SuperSafe Boost (if it is still applicable to your account).

    Did you request to change your pinned mail-address (and answer was that it is not possible at their side)?

     

    Thanks!

  • LakshLaksh Posts: 4,432 Community Manager

    Hi zippy0412,

     

    Thank you for letting us know about your experience.

     

    However, any customized version of our F-Secure program will need to be checked by the respective Internet Service Provider. This is because we have limited knowledge and access to TalkTalk customized version of F-Secure program and license. The best person to assist you on this issue will still be TalkTalk themselves.

     

    On the other hand, I have also highlighted your post internally to help you above our support scope.

     

    We apologize for the experience you had in this issue.

    Ukko
This discussion has been closed.