I am not sure if I am paying F-Secure for any product or license. Do I have any valid purchases from you?
If you do not have any F-Secure products installed, please contact F-Secure support with the email address you used for making purchases. We can then check your subscriptions. If you do have F-Secure product on your device, you can see the expiration date on the app itself:
Windows/Mac: Open the F-Secure icon and you'll see the validity date on top of the program. Android/iOS: Open the F-Secure app and go to Subscription tab. There is the validity date/or how many days the subscription is till valid.
Note: On automatically renewing orders there is no expiration date on the application.
Article no: 000010329
The error message shown when adding the PC för Alla F-Secure TOTAL code to My F-Secure in another country than Sweden: "Registration or use of this code is not valid in your country or from this internet connection. Please register using the broadband or mobile connection from the provider of your F-Secure service or if you purchased from retail then in the country of purchase."
You need to be located in Sweden in order to use a PC för Alla subscription code on your My F-Secure account. For further inquiries, please contact F-Secure Customer Care.
Article no: 000017853
Purchased a new F-Secure SAFE/TOTAL subscription instead of renewing an existing account
You have a few options with how you can proceed:
If you have created a new account with a new license, you can:
Log out from the expired F-Secure program by clicking your name in the right-hand corner and select Log out Once you are completely logged out, click Later in the next dialogue box Launch the F-Secure program again and you will be prompt to log in Proceed to use the new credentials of your renewed F-Secure SAFE or F-Secure TOTAL account Complete the installation
If you have not activated the newly purchase subscription (with a different email address) and want it to be merged into your existing account, contact F-Secure Support for assistance.
Note: You may also create a new account with another email address (if you have any) and then proceed with reinstalling F-Secure SAFE.
Article no: 000001667
How can I reset a forgotten My F-Secure password?
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
I purchased F-Secure SAFE/TOTAL, but later realised that I bought the wrong quantity of licenses.
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
When I login to My F-Secure account, it does not let renew. There is only ''waiting for confirmation of payment'' message.
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
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
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
F-Secure SAFE / TOTAL account is asking for activation even though I have activated the account. Account activation in a loop.
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
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.
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
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.
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
I've forgotten my My F-Secure password and tried to reset it but I am not receiving the password reset email.
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
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.
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
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?
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
I get "Page has expired" prompt when trying to login to my My F-secure account. What should I do?
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
Where can I get the authentification code for 2-step verification to login to My F-secure account?
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:
Article no: 000014471