Master-Passwort

JochenWi

Das Programm ist auf drei Geräten installiert, die miteinander verbunden sind. Auf dem iPad habe ich das Master-Passwort geändert. Auf dem Android-Smartphone wurde die Änderung übernommen, jedoch nicht auf dem Windows-PC. Das neue Passwort wird dort nicht akzeptiert. Das alte habe ich nicht mehr. Es nützt auch nichts, alles auf dem PC zu deinstallieren und wieder neu zu installieren. Auch der Wiederherstellungscode wird nicht angenommen.

Normalerweise hätte ich dies auf einem Kontaktformular geschrieben, wenn es das gäbe. Dort hätte ich auch einen Kommentar zu meinem Abonnement geschrieben.

Firmy

Hi @JochenWi

Thank you for your post.

We are sorry, currently our Community page is only available on English and Finnish language.

However, you may get connected with our German support via chat or call.

On the other hand, in regards of your issue with ID PROTECTION on your Windows PC, the possible way to retrieve the app is by uninstalling the app and reinstalling it back. However, you need to make sure that you also remove ID PROTECTION User Data. This will allow you to reinstall ID PROTECTION as a new installation.

1. Firstly we would recommend exporting the passwords as a backup or else if you have synchronized with other devices that should be a backup as well
   1. To export passwords https://help.f-secure.com/product.html?home/id-protection-mac/latest/en/id_81212-latest-en
   2. To sync your vault https://help.f-secure.com/product.html?home/id-protection-ios/latest/en/id_81211-latest-en#:~:text=Open%20F%2DSecure%20ID%20PROTECTION,after%20the%20current%20code%20expires.
2. Use our Uninstallation tool and make sure (important) not to remove all products, but choose which product to remove. If you are using Windows please click here for the tool. Choose to remove ID Protection and ID Protection User data.
3. Log in to your My F-Secure account.
4. Navigate to ID PROTECTION.
5. Release license from the affected device.
6. Once removed you may reinstall back from your F-Secure account: https://help.f-secure.com/product.html#home/total/latest/en/id_110924-total-latest-en
7. If the passwords do not load back please synchronized with your other device and the passwords may load back to your computer. If you need guidance on how to synchronized from your other device please click here.

Kindly let me know if this helps.

Thank you and stay safe.