Cannot renew the subscription of F-Secure SAFE

Hello, 

 

I have exactly the same problem as: 

https://community.f-secure.com/t5/F-Secure-SAFE/F-SAFE-subscription-renewal/m-p/77292#M13789

 

the only difference is my subscription period finishes on 31st Jan 2017. 

 

Can anyone help me to unlock the renewal of the licence? I have 15 licences on this subscription, so loosing protection is not an option. 

 

Kind regards

Anna

 

Best Answer

  • SimonSimon Posts: 2,600 Superuser
    Accepted Answer

    Hi Anna,

     

    As you may have seen from the thread you referred to, you need to Contact Support in order to resolve licensing issues.

     

    We can't offer any more help than was in that thread, as they will need your payment and contact details in order to look into this for you.   

Comments

  • Gaga67Gaga67 Posts: 1

    I have exactly the same problem 

  • SimonSimon Posts: 2,600 Superuser

    I have exactly the same answer.

    Ville
  • anlabanlab Posts: 3
    Well, I did contact Customer Service and the answer I got, was: you can't see that, but the subscription renewal was requested and just before the end of the current subscription, you will receive payment confirmation.
    When I asked, what will be the amount, they told me, that they don't have insight into financials, so they can't tell.
    Tomorrow is the deadline, I have 15 family members (yes, fifteen aunts, parents etc.) who understand only that there is a threat and risk of not being secured. And I have not a clue what the bill will be (andand IF it will be actually).
    This is the strangest customer service I have ever encountered.
  • LakshLaksh Posts: 4,430 Community Manager

    Hi @anlab,

     

    Thanks for highlighting about your contact with support. I have tried to locate your case and notified the team about your concern. They are looking into it and might get in touch with you if needed.

     

  • anlabanlab Posts: 3

    Thanks Laksh, this did help - I just got an email from Customer Support stating when and for what price (a good one) the renewal will be made.

    Now I only need to wait for it to actually happen Smiley Happy on 1st Feb.

     

    Thanks again

    Anna

    Laksh
  • I have encountered exactly the same problem. And reached the same rather unhelpful customer service. Hypothetically they have solved the renewal problem, since they emailed me saying it would renew automatically tomorrow. However, they told me to uninstall,  then re-install it on one of my computers that was registering as "protection expired." I tried that today, hopinng it would "auto-renew" tomorrow with my other computers. However, the installation will not work, giving an error message that components are missing. I have rebooted, re-downloaded several times. I dread getting back in touch with customer service because they are frankly useless.

  • LakshLaksh Posts: 4,430 Community Manager

    Hi @ChrisMosca,

     

    I have highlighted about your post to our Support team. Thank you for letting us know about your case progress. The support agent will look into it and get back to you.

This discussion has been closed.