IOS app: periodically logged out, and forgot password vault

VFRschoot
VFRschoot Posts: 3 Observer
in Password Vault

Dears,

We use f-secure on the family mobile devices for the password Vault. Periodically, it seems alsmost random, either of the following is happenng:

  • New logon required, and when you do this, then the subscription sees it as a new device (although the device was already registered under subscription)
  • The password vault is gone and needs to be reconnected to the existing one, via another device

This happens at different Phones, and is quite irritating..

Is this a known problem?

Thanks for looking into this!

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Answers

  • Amityy
    Amityy Posts: 3 Observer

    Try reinstalling but hopefully it will be fixed in the next update.

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  • Firmy
    Firmy Posts: 2,302 Community Manager
    edited 3:02AM

    Hello @VFRschoot

    Thank you for bringing this to our attention.

    Could you please share more details about the device you're using, including the iOS version and the F-Secure app version?

    We encountered a similar issue last year, which has since been resolved. As @Amityy suggested, we recommend uninstalling and reinstalling the app, as it may have lost connection to your My F-Secure account.

    Before reinstalling, please ensure you release the license previously used by the same device. If all licenses are currently in use, the app will prompt you to release one. In that case, kindly select the same device you're logging in from.

    Also, before uninstalling, make sure your vault is synced to another device to avoid any data loss. After logging in again, you can sync the vault back to the current device.

    Please let us know how it goes. We’re here to help you resolve this issue.

    Thank you and have a lovely day.

    Firmy
    Community Manager | F-Secure Community
    🔐 Strengthening digital security through knowledge and collaboration
    🌐 Explore our User Guides | Knowledge Base for self-help resources
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  • VFRschoot
    VFRschoot Posts: 3 Observer

    Thank you for your support.

    I have F-Secure version 25.5.312201 andIOS 18.5.

    I will reinstall as per your suggestion and will explore if this works

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