Common Topics

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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: 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: 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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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: 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: 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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