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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: 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: 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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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: 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: 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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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 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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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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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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You have enabled two-step authentication for My F-Secure. However, as you are unable to access your mobile phone, you cannot create the authentication...
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My F-Secure SAFE (or F-Secure TOTAL) licenses are soon to expire, but when I log in to My F-Secure, I don't see how I can renew my licenses.
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Two-step verification is a feature that adds an extra layer of security to your My F-Secure account. This additional layer makes sure that no one can...
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You need to register to My F-Secure, as without a valid account, you are not able to start protecting your devices with F-Secure SAFE or F-Secure...
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My F-Secure is the home of your protection. It is the management portal for all the devices that are protected under your F-Secure SAFE or F-Secure...
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When you buy a subscription for the first time and if you select the auto renewal option, your subscription and licenses will be renewed automatically...
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You can change your account settings such as account password, 2-step verification, name, auto-renewal and subscription settings in the My F-Secure...
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If you think that you no longer need your My F-Secure account, you can request to permanently delete the account by contacting our Customer Support...
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To update or change your My F-Secure account login email address, do the following: Log in to My F-Secure. Once logged in, select >...
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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 get "Page has expired" prompt when trying to login to my My F-secure account. What should I do? Resolution: There are 3 things you can try to solve the issue: Close your browser by clicking on the Cross in the top right corner, and open the browser again. Then enter this web page again: https://my.f-secure.com/login Try to open your browser in private mode, and enter this web page (https://my.f-secure.com/login): Google Chrome: Click on 3 dots icon in top right corner. Then choose Incognito Mode  Microsoft Edge:  Click on 3 dots icon in top right corner. Then choose InPrivate Window Mozilla Firefox: Click on 3 lines icon in top right corner. Then choose New Private Windows Try clearing your browsers cookies and cache (see instructions below), and then enter this web page again (https://my.f-secure.com/login): How to clear the Google Chrome browser Launch your Chrome browser. Click the Chrome menu (3 dots icon top-right of the screen). Select Settings.  At the bottom of the page, click Advanced. Under the section Reset settings, click Reset settings. Scroll to the bottom and select Reset settings to their original defaults.  In the dialog that appears, click Reset. Restart the browser.    How to clear the Firefox browser Launch your Firefox browser.  Click on the Firefox menu (Hamburger icon top right of the screen). Click on the Grey Question Mark at the bottom of the interaction box. Select Troubleshooting Information. Click Refresh Firefox. Restart the browser.    How to clear the Edge browser Launch your Microsoft Edge browser. Click on the Edge menu (3 dots icon top-right of the screen). Click Settings. Under Clear browsing data, select Choose what to clear. Click on the options you want to clear. For your case make sure your list includes cookies and cache.    How to clear the Internet Explorer browser Launch your Internet Explorer browser.  Open Settings (Gear icon top-right of screen). Select Internet Options > Advanced > Reset. Confirm the reset by clicking Reset again.  Restart your browser.    How to clear the Safari browser Launch your Safari browser. On the top left of the browser click Safari to get the drop down. Click the Reset Safari option. A dialog with a list of options will be displayed. Select the following: Remove all cookies. Clear history Empty cache Ensure you check which of the functions have been selected as it can not be reversed once reset. Click the Reset button. Article no: 000002373
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