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Issue: I have received an email where it says that my subscription is cancelled. I didn't want to cancel it nor did I contact somewhere to get it cancelled. Resolution: Most likely, if you had automatic renewal for your My F-Secure subscription you have pressed the button "Cancel subscription" in My F-Secure. This will create an automated mail and the main point is to tell that the automatic renewal has been cancelled and you need to renew it manually when the subscription is about to end. Article no: 000018812
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Issue: Can I change the subuser on My F-secure account into a main user?  Resolution: For a sub-user on My F-secure account to become main-user, you need to first remove the sub-user from the account to release the email address.  Log in to My F-Secure. On the My F-Secure page, click on a sub-user that you want to remove from your My F-Secure group. The sub-user is now selected and is in the center. Click on the sub-user again to bring up a window with the sub-user's basic details. Click the Remove from My F-Secure group link. The Remove from group window appears. Click Remove. Note! This will leave all the installations under the sub-user unprotected, as the licenses are released as well. You will need to reinstall product to those devises.  After this you can change the email address on the account:  Login to My F-Secure using your current email and password Click <your name> on the upper right corner  Choose Account Settings Below Your F-Secure email address, type your new email address Click Save changes Click Log out Log in with your new email address Article no: 000010229
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Issue: I have an F-secure product on my Windows but there are two blue arrows on the file / folder. Why?  Resolution: This mean that Windows has compressed that folder.  This is not something unique to F-Secure nor does F-Secure do this. If you would like to know more, please contact Microsoft.  Here is a discussion thread from Microsoft about the same question.  Article no: 000018814
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Issue: How can I reset a forgotten My F-Secure password? Resolution: In order to reset your My F-Secure password, do the following:  Open the  My F-Secure  login page.  ​​​​​​​ Note:  If your browser remembers your password and takes you to your My F-Secure account automatically, log out of My F-Secure and repeat step 1. Click the Forgot your password?  Type in your email address, and click Send. This will send you an email with a link to reset your password. If you can't find this email in your inbox, check your spam or junk mail folder. Note:  The password reset link in the email expires in two hours Click on the link in the email. Type in your new password and click on Reset. The new password is immediately taken into use. Go back to the  My F-Secure  login page, enter your new credentials and log in. If you do not receive the Password Reset email, you might have F-Secure Internet Security or F-Secure FREEDOME order. They do not have an account. If you're not sure, contact F-Secure Customer Service.      Article no: 000001015
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Issue: I have made two separate orders for the same F-Secure product that are paid. I need only one, can I get the other canceled and refunded? Resolution: Please contact F-Secure Customer support and provide them with the reference numbers for your purchases, or your email address. We can give a full refund if it's fewer than 30 days from the purchase date. Article no: 000006860
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This is a notification for F-Secure customers who have a suomi24.fi email address in use.
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Issue: When adding a subscription code to My F-Secure account, getting an error: ''Could not find any coupon for this code'' Getting error when trying to add 20-digit code, that is in form xxxx-xxxx-xxxx-xxxx-xxxx Resolution: If the code that you're trying to activate is in the format of XXXX-XXXX-XXXX-XXXX-XXXX, and contains a combination of both letters and numbers, then the code is for F-Secure Internet Security. You cannot activate F-Secure SAFE with an F-Secure Internet Security code. An F-Secure SAFE code is in the format XXXXX-XXXXX-XXXXX-XXXXX and it includes only letters. To activate F-Secure Internet Security, download and install the product via the following link: https://download.sp.f-secure.com/SE/Retail/installer/F-SecureNetworkInstaller-IS.exe Also note that you cannot activate an F-Secure FREEDOME code on a My F-Secure account. You will need to install F-Secure FREEDOME and activate the code in the program itself.  If the code is for F-Secure SAFE, and still cannot activate it, please contact F-Secure support and we can check this for you. Article no: 000003778
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In the event where you need to submit quarantined files to our analysts for further investigation, follow the steps below.
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The 'malware_samples.zip' file produced by the Quarantine Dumper tool (fsdumpqrt.exe) does not contain any sample files.
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Issue: On 10.1.2020 the Finnish email service Suomi24.fi will be moved to a new platform, and will become a paid service after three months. What should F-Secure users who do not wish to continue with Suomi24.fi do?   Resolution: If you have a suomi24.fi-email address that you are using for your My F-Secure account, and you do not intend to start using the new service offered by Suomi24, you will need to change the email address used by your My F-Secure account before the old email service is terminated to avoid future login issues. If you have F-Secure SAFE or F-Secure TOTAL, you need to change your login email address to your My F-Secure account: Log in to My F-Secure: https://my.f-secure.com/login In the top right corner, hover the cursor over your name and choose Account Settings On the Account Settings page, fill in your new email address and click Save Now your login email address is your new valid email address.  If you have bought F-Secure FREEDOME or F-Secure Internet Security through the F-Secure homepage, you will have received an order confirmation email from Cleverbridge that includes your latest subscription code. We recommend to either save the code in a safe place or forward the order confirmation email to another email box.   Article no: 000018225
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Issue: Is it possible to renew a F-Secure SAFE/TOTAL subscription in advance? Resolution: If the subscription is made through the F-Secure online store, you're not able to make a new purchase before there is less than 30 days left of the previous subscription.  It is possible to renew the subscription before expiration, by entering a subscription code bought from a retail store: Log in to My F-Secure Portal Go to the Subscription page Click Enter a code Enter the subscription code from the retail box Click Continue After clicking continue and confirming the renewal, the subscription days from the code will be added on top of the remaining days on the My F-Secure account.   Article no: 000018195
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Issue: I purchased F-Secure SAFE/TOTAL, but later realised that I bought the wrong quantity of licenses.  Resolution: Fewer licenses than needed: If you bought fewer licenses than you needed, you can always buy more. The price for buying more licenses is not greater than what you would have paid for that number of licenses originally.     1. Log in to My F-Secure.    2. Click the Subscription button.    3. Under Subscription, click on Buy More. The amount left for you to pay appears on the right. Note: The number of licenses you have on your current subscription and the amount you have in your credit are displayed on the left. If you've activated/renewed your subscription using a voucher code, the purchase of additional licenses is only possible in conjunction with the purchase of the renewal.     4. Click Continue to Checkout.    The new licenses will update immediately on your account. More licenses than needed: If you bought too many licenses, and was supposed to buy fewer, contact Customer Support here. We can help you change your purchase within 30  days of the order.  Article no: 000017807
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Issue: When will F-Secure home products (SAFE, Internet Security and Freedome) stop supporting Microsoft Windows 7 Operating System ?  Resolution: Microsoft will stop releasing security updates for the Windows 7 operating system as of January 2020. F-secure will continue to support Windows 7 with our home products until 14.01.2021 at least.  It is recommended that you upgrade your Windows operating system to a Microsoft supported version as soon as possible when Microsoft stops supporting Windows 7.  Article no: 000008887
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Issue: When I login to My F-Secure account, it does not let renew. There is only ''waiting for confirmation of payment'' message. Resolution: This usually means that the system is awaiting for pending payment (has not received payment from you). Do the following: Check your email for the order confirmation from F-Secure. Proceed to make payment via the link on the order confirmation email. Contact F-Secure support if the issue is not resolved. Article no: 000001375
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Issue: I don't remember what email I have used to login to My F-Secure account I have multiple e-mails and unsure which email to login with to My F-Secure Resolution: If you are unsure which email address you have used for your My F-Secure login, you can try to reset your password via the Forgot your password link using any suspected email address. Check your inboxes for the Reset password email. Alternatively, contact F-Secure support for assistance. We recommend you to prepare the following before contacting support: Purchase reference number F-Secure SAFE code (if you've purchased the retail box version) If you do not have these, please take account ID code from your device and give that to us: F-secure SAFE on Windows  Open F-secure SAFE Go to Settings Choose Support Choose Account ID (in from xxxx-xxxx-xxxx-xxxx-xxxx) F-secure SAFE on Android/iOS Open F-secure SAFE Tap menu Tap About Take note on Account code/License key (in form xxxx-xxxx-xxxx) Article no: 000001540
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Issue: F-Secure SAFE / TOTAL account is asking for activation even though I have activated the account. Account activation in a loop. Resolution: Open your Internet browser in Incognito mode. Log in to your email. Open the F-Secure reference order email from Cleverbridge. Click Create account. Choose You already have an account? - Login.  Login with your account details. You should now have activated your account.  Article no: 000001157
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Issue: I have bought a F-secure SAFE/TOTAL code, how do I activate it?  Resolution: If you don't have a My F-Secure account, please create one as follows:   Go to My F-Secure Click on Register now Type in the required details Click on Create account Once you have an account, do as follows to use your code: Login to My F-Secure Click on Subscription Click on Enter a Code Type in the voucher code Click on Continue Once the code is accepted, you can install F-Secure SAFE on your device by clicking Add device and follow the instructions shown on the screen.  Article no: 000003367
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Issue: How to install F-Secure Anti-Virus on a Windows computer. Resolution: Before you start installing F-Secure Anti-Virus, make sure that: Your Windows is up-to-date (Windows 10, Windows 8.1, Windows 7 SP1). You have uninstalled incompatible software(s) from another vendor (Other anti-virus programs). You are logged on to your computer with administrative rights. You have an internet connection. Go to the Download F-Secure Products page. Select F-Secure Anti-Virus from the list. Click Download for Windows. Depending on your browser: The installer file downloads automatically; or You are asked to save the file. If prompted, click Save file. Press Ctrl+J on your keyboard to open the download folder and find the file. Double-click the installer file (F-SecureNetworkInstaller.exe) to run it. When prompted, type in your subscription key to continue the installation. If all of the license seats are used, the installation may prompt you to purchase more licenses. Insert a new code or select Reuse a license seat to release a license from previous installation. Reuse is usually the preferred option. Allow the product to complete the installation. The installation takes a minute or so (depending on your Internet connection speed), and once installed, your computer is protected. Article no: 000001279
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Issue: Customer has received an e-mail asking for bitcoin. Email sender claims to have either installed a Remote Access Trojan (RAT), recorded them performing inappropriate acts, or some other embarrassing/serious thing. Resolution: The content of the submitted e-mail is common in mass-blackmail spam campaigns. The threat actors utilize fear tactics to force a victim to pay the enlisted amount, usually to a bitcoin wallet to maintain anonymity. With these cases, they often collect e-mails from public records (such as leaked personal databases from compromised websites) and are not necessarily targeted towards a specific individual. We would suggest customers that receive such e-mails to ignore any demands made by the threat actor as they often hold no value and are not malicious in any way, but rather try and convince the victim into thinking that they have been, for instance, exposed in some way (e.g. inappropriate pictures). You may forward such e-mails, which you may believe to be spam for spam re-categorization by following the link below: https://www.f-secure.com/en/web/labs_global/spam-recategorization Article no: 000009335
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Issue: Why is a secure web site blocked by the F-Secure Browsing Protection? Resolution: If you are think that this is a safe site, and Browsing Protection has a false rating for this page. Please submit a SAS ticket to our labs about this issue. Select Submit a URL Insert the website URL Tick the checkbox (I want to give more details about this sample and to be notified of the analysis results) Fill out all fields Click Submit URL sample Note:  P ost your question in English in the "Description" field. Article no: 000001193
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Issue: This article is applicable for the following products: F-Secure SAFE, F-Secure TOTAL I would like to cancel the subscription auto-renewal for my F-Secure SAFE or TOTAL from My F-Secure. Resolution: To cancel the subscription auto-renewal: Log in to My F-Secure portal Click on Subscription button. Under the "Current subscription" click on Cancel your subscription Note: This will cancel the automatic renewal but your subscription will continue to remain valid until the end of your current subscription. Your subscription will not be renewed after this. Article no: 000001443
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Issue: This article is applicable for the following products: F-Secure SAFE, F-Secure TOTAL How to renew my F-Secure SAFE or TOTAL subscription via My F-Secure. Resolution: ​This is how you renew F-Secure SAFE directly from your account: Log in to My F-Secure. Note: if your account has more users, please make you sure to log in with the main user e-mail address Click Renew now. Note: if you don't have any option to renew, it may be that the expiration date is still too far away. On the Your cart page, select: The license period; The number of devices; If you'd like to opt for automatic renewal in the future. Click Checkout. On the Order Information page, fill in the following (if not pre-filled): Your personal information; Tick the box if you are a business; ZIP/Postal code Select your preferred payment method and fill in the necessary details. Click Buy now. On the Confirm order page, check your details and click Buy now. On the Done page, take note of your order reference number for future reference. Click Back to My F-Secure. Once your payment is received, a confirmation email is sent to you. Your subscription is now renewed. Please note that if you have trouble in going through with the payment directly after renewing, a separate payment e-mail has also been sent to your e-mail. In that e-mail you can find a payment button, via you can pay the renewal and also change the payment method if you want to. If you have bought F-Secure SAFE from another store, and you have received a license code, then do the following to renew with that license code:  Log in to My F-Secure. Click on Subscription Click on Enter a code Insert your F-Secure SAFE license code there (with capital letters and the hyphens) Click on Continue Confirm the renewal.  Article no: 000001011
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Once you have completed your Windows 10 upgrade, you may experience some issues with your F-Secure security product. Your F-Secure security product...
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Updates are considered old after seven days. You should always try to keep your virus definition database up-to-date as viruses can change very...
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We always recommend the standard removal method on all platforms. Follow the links below to uninstall F-Secure security products from your devices....
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On the My F-Secure login page, click the Register now link.
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On the My F-Secure page, you can view the details of your subscription (subscription period, remaining days left, and number of free licenses). For...
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The Subscription page opens where you can view your subscription-related information, manage the number of devices you can protect, review your...
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To view and edit your account information:
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You can share your subscription with a friend or family member (sub-user) by inviting them into your My F-Secure group. This allows them to protect...
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Note: If you remove a sub-user, this sub-user will no longer be protected.
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Note: Removing a license from a device does not uninstall the F-Secure product from that device. To uninstall the product, you have to do it manually...
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On the My F-Secure login page, click the Forgot your password? link.
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We have now released a new version of My F-Secure with an upgraded dashboard view that allows you to see all your F-Secure TOTAL apps conveniently in...
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We always recommend the standard Windows removal method to uninstall any F-Secure security product from your Windows computer.
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We recommend the standard Mac removal method to install any F-Secure security product from your Mac computer.
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Follow the steps below to remove F-Secure security product from your iPhone or iPad:
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Follow the steps below to remove F-Secure security product from your Android device:
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To save a scanning report to a file, follow the steps below.
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We recommend that you use either a PC or Mac to set up this feature.
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After turning off two-step verification for your My F-Secure account, you are no longer asked to give a security code when you log in.
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Note: Different Windows version may have slight variations in the steps.
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Locate and follow the uninstallation instructions provided by the software vendor. Typically, many vendors have an uninstallation application in their...
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The Microsoft .NET Framework 4.7.2 is required to run applications on Windows environments. F-Secure products, such as F-Secure SAFE (as of release 17...
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Important: Your subscription will be expired today, and your devices will no longer be protected. If you have an automatically renewing subscription,...
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If you have technical problems with your security product, our customer support may ask you to create and send an FSDIAG file to our technical support...
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This cancels the auto-renewal feature. Your subscription remains valid and active until your current subscription expires.
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After setting up two-step verification for My F-Secure, follow these instructions to download the recovery codes.
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If you need to know the name and exact version of your F-Secure product, follow the steps provided in this article.
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The Uninstallation Tool for Mac removes F-Secure Anti-Virus for Mac, F-Secure Mac Protection and F-Secure SAFE. Note: You should only use the...
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