Buying ID Protection seems to be impossible

Obscure

I tried to upgrade my existing KEY license to ID Protection. ID Protection asks me to either create a new F-Secure account or login with the existing one. I have existing account and tried to login. Once provided uid/pw then the next screen is error message saying "Subscription expired" and there is nothing I can do.

I have had earlier SAFE subscription which is indeed expired and I don't want to renew that anymore. However I would like to buy this ID Protection but not able to do it for some reason. I have also tried to reach support by phone but that seems to be impossible job as well.

F-Secure, I am still interested to buy ID Protection. I need some support here.

Amirul

Hi @Obscure

Thank you for reaching out to F-Secure Community.

I did permit myself to check on your email address and found that you have an existing account register with us for the F-Secure SAFE subscription which has already expired. If you wish to use the same email to register for the F-Secure ID Protection, you will need to delete the existing My F-Secure account first. You may refer to the steps below:

How to permanently delete a My F-Secure account

https://community.f-secure.com/common-home-en/kb/articles/5461-how-to-permanently-delete-a-my-f-secure-account

Once you have delete the account, you may proceed to register again for the F-Secure ID Protection account. You may refer to the guide to the steps on below link on how to upgrade from F-Secure KEY to F-Secure ID Protection:

How do I move from KEY to ID PROTECTION on desktop devices?

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

How do I move from KEY to ID PROTECTION on mobile devices?

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

Obscure

Thanks, will try that.

However please pass on the feedback. If the customer already has the account, why it cannot be used. Buying should not be difficult and hassling first deleting account and then creating new account. Process really needs to be simple. You will really lose many sales this way...

Jaims

Hi @Obscure

The existing account has an expired F-Secure SAFE subscription that has not function for a long time. Besides, that is F-Secure SAFE and not the ID Protection you are trying to setup although they both use the same My F-Secure platform to operate. This is the simple reason you need to get rid of the old trial account and setup a proper account for your ID Protection.

F-Secure KEY is now obsolete so starting afresh on ID Protection with much more amazing security features is your best bet!