Common Topics

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We have now started offering a premium support service for TOTAL and SAFE customers living in the UK only.
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Issue: I've forgotten my My F-Secure password and tried to reset it but I am not receiving the password reset email. Resolution: Note: If you have F-Secure Internet Security or F-Secure FREEDOME, you can download the product from the Downloads page on our website. Verify that you have a valid My F-Secure account and that you are using the right email address. If you've previously signed up via Facebook, you will not receive the email password reset. You can simply login via Facebook. You can only request a password reset if you have a My F-Secure account (F-Secure SAFE or F-Secure TOTAL order).  Check the Spam folder if the email does not appear in your Inbox. Some email domains, such as Gmail, will not allow any action unless the message is moved to the Inbox first. If you find the email message in your Spam folder, move it first to the Inbox folder and then click the "password change" link. Check that your email Inbox is not full and that it has space to receive messages. If you have a My F-Secure account but still are not receiving the password reset email, contact F-Secure support for further assistance. Article no: 000003768
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Issue: I'm a sub-user on My F-secure account, I cannot add voucher code/reseller code to the account. There is no place for it. There is no Renew button either.  Resolution: Only the main account user is able to renew My F-secure account. Please ask your main account owner to add the code under Subscription > Enter a code. OR, Use the Renew Now button to renew and extend the subscription. If you want to have your own My F-secure account, you can leave the group:   Login to My F-Secure (http://www.my.f-secure.com) Click on your own profile (a white circle) Choose Settings Click Leave My F-Secure group Click Remove Here's how to create a new account Go to https://my.f-secure.com/register Enter your details Click Accept and create account Then you can activate a purchase on your account.  Article no: 000006310
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Issue: I am trying to watch a YouTube video. I am constantly seeing F-Secure ads. Do I need to change my anti-virus software due to this? Resolution: The ads you see on YouTube are generally tailored for you based on your internet behavior (cookies & third-party tracking). For example, if you search for anti-virus products and visit those websites you are likely to have F-Secure ads - even on YouTube. F-Secure FREEDOME blocks unwanted third-party tracking and malicious sites. This will also stop advertisers from making money at the expense of your privacy: https://www.f-secure.com/en/web/home_global/freedome Article no: 000006188
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Issue: Customer has purchased via F-Secure.com and has attempted account creation which has failed. Account is incomplete.   Resolution: In some cases the account goes in to a limbo state where the account creation is incomplete. Try the following steps: 1. Open the order confirmation email 2. Click on the Create My F-Secure Account link from the order confirmation 3. Select Do you already have an account? Log in. 4. Enter the same email address and password that you used during the initial (failed) registration. 5. If the above fails, click on Forgot Password? 6. Enter your email address and click the link in your inbox 7. Account registration should be completed afterward If this does not activate as normal you can try the above steps in a browser with private/incognito mode. Article no: 000001078
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Issue: Where can I get the authentification code for 2-step verification to login to My F-secure account?  Resolution: You can get the authentication code from your chosen authenticator app on your phone or tablet. When you first enable 2-step verification, you need to use an authenticator app to set it up. You can get the code from the same app.  Examples of commonly used authenticator apps are Google Authenticator, Duo Mobile and Microsoft Authenticator. For more information, refer to the following article: https://community.f-secure.com/t5/Common-Topics/How-do-I-set-up-two-step/ta-p/87686 Article no: 000014471
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Issue: When installing F-Secure SAFE or Internet Security, getting error message "Something Went Wrong". Resolution: Please uninstall and re-install F-Secure SAFE or Internet Security. Note: Click the links below to access the step-by-step guide For SAFE & Internet Security in Windows, Uninstall F-Secure using uninstallation tool. Release license (for SAFE only. Skip this if you're using Internet Security). Re-install SAFE / Re-install Internet Security For F-Secure SAFE in Mac, Uninstall F-Secure SAFE Release license Re-install SAFE Article no: 000003801
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Issue: How to disable Banking protection in F-Secure SAFE or Internet Security Resolution: Follow the steps below to disable banking Protection in F-Secure SAFE or Internet Security Open the F-Secure application Go to Setting Select Secure Browsing tab Scroll down and look for Banking Protection If the button switch on/off is gray, you will need to enable Administrator Right To enable the Administrator right, click on Edit setting on the left side Once you click on it, it will ask you to allow this app to make changes, click on Yes It will re-open the Setting page then you can switch on/off the Banking Protection features Switch it off Article no: 000003087
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Issue: How can I activate/deactivate Browsing Protection in Chrome Resolution: Open Chrome Click on the button in the right corner (3 dots/lines) Find More Tools Click on Extensions From here you can activate or deactivate Browsing Protection by F-secure (if it is installed) Article no: 000002659
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Issue: Does Internet Security/SAFE scan my whole computer including all partitions of the hard drive (including NAS storage device)? Resolution: F-Secure products scan all of the computer resources including all partitions of the hard drive, CD/ DVD drives, connected (USB-) devices, as long as you have not changed the default settings for scan and protection. If you are using a NAS device in your local network, you can right-click on the NAS drive and perform a scan by choosing "Scan for malware". Article no: 000016602
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Issue: Will F-Secure products detect and remove Trojans and viruses?   Resolution: Yes, both F-Secure Home products: SAFE and Internet Security will detect malware and remove them. This also applies to F-Secure Business products such as PSB Computer and Server Protection, as well as Client and Server Security.  When a malware is detected and it cannot be automatically removed, the F-Secure program will provide the path/location where the malware is found so you can manually remove it. If the Trojan file is inside an email, then you are not able to see which email it is. However, you can locate what date and time you received the email in the following way, if your email data is saved as a PST file (we need to add link to PST process related article). Article no: 000001718
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