Change from F-Secure Key to ID Protection failed

_UrsusCatulus_

Hi, F-Secure KEY changed to ID Protection. When I updated and tried to log in using my login credentials I got an error that subscription had expired. 

The account have had in past primary been (and is) used for Beta testing so could be reason I got some errors.  SAFE has expired as I am running the Beta of "My FS Protection" and F-Secure ID Protection is marked as no subscription at all.

I tried using the voucher key I got when I last renewed to reactivate Key on the My F-Secure portal but did not work.

Ukko

Hello,

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

Could you check next articles about ""How do I move from KEY to ID PROTECTION on..."":

• https://help.f-secure.com/product.html#home/id-protection-windows/latest/en/task_13DA43098BF84E8AB4E7F3ED98DF12AB-latest-en
• https://help.f-secure.com/product.html#home/id-protection-windows/latest/en/task_5DBBB0AE40AD41319C6FEA25D54EF17E-latest-en

First - for desktops, second - for mobile platforms.

If your experience is about F-Secure TOTAL (somehow):

• https://help.f-secure.com/product.html#home/id-protection-windows/latest/en/task_85EA1C98B5C64CA081C1B3C69C55BE0F-latest-en

There was also such a discussion about: https://community.f-secure.com/en/discussion/124014/moving-subscription-from-key-to-id-protection#latest

My own intention of this reply:

I think what if upgrade supposed to be with the very specific flow or how to 'switch' KEY to ID Protection with your 'active' subscription. For example, article about desktop platforms with mention of special page(https://campaigns.f-secure.com/key/id-protection/en/#get-started) - so, maybe you can re-try after reading articles.

However, maybe "existed" account can be something as trouble anyway.

Thanks!

_UrsusCatulus_

Thanks, for reply.

I think the problem is that I already had an My F-Secure account but Key was not associated with it. F-Secure Key (desktop) prompted me that they changed to ID Protection and wanted to update to that. But choosing that I already had an account is what made it fail. I had an old F-Secure SAFE connected to that account (Beta test that too if I recall or could be linked to F-Secure SENSE).

Workaround I did for now was to reinstall F-Secure Key and wait for it to expire and move to ID at next renewal time (even if F-Secure Key app prompts for move) as mentioned in https://community.f-secure.com/en/discussion/124014/moving-subscription-from-key-to-id-protection#latest

Ukko

Hello,

I think the problem is that I already had an My F-Secure account but Key was not associated with it

As such, F-Secure KEY is not connected with "My F-Secure Account". Only if this is part of F-Secure TOTAL subscription.

So, two situations are possible:

• only F-Secure KEY subscription. Thus, no "My F-Secure Account" involved.
• F-Secure TOTAL package (F-Secure SAFE + F-Secure Freedome + F-Secure KEY/IDP and SENSE option before). My F-Secure Account is involved.

If your experience is about subscription for F-Secure KEY - then, next two articles should be applied to:

• https://help.f-secure.com/product.html#home/id-protection-windows/latest/en/task_13DA43098BF84E8AB4E7F3ED98DF12AB-latest-en
• https://help.f-secure.com/product.html#home/id-protection-windows/latest/en/task_5DBBB0AE40AD41319C6FEA25D54EF17E-latest-en

 F-Secure Key (desktop) prompted me that they changed to ID Protection and wanted to update to that. But choosing that I already had an account is what made it fail. I had an old F-Secure SAFE connected to that account (Beta test that too if I recall or could be linked to F-Secure SENSE).

Yes, perhaps, you should not choose "already had an account" unless your experience was about F-Secure ID Protection account (= My F-Secure Account) at some point.

This article (https://help.f-secure.com/product.html#home/id-protection-windows/latest/en/task_13DA43098BF84E8AB4E7F3ED98DF12AB-latest-en) is about something like: all should be smooth. All "subscription" data should be gathered during installation over KEY User Data.

However, good to keep follow official replies and maybe to wait some more - if F-Secure staff can to add something.

Sorry for my English.

Thanks!