After purchasing a SAFE subscription, the SAFE app is still showing an incorrect expiry date. What is wrong?

[#1]

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Symptoms

The subscription details showing in My F-Secure and in the SAFE app do not match.

Diagnosis

This may happen if you have previously had another My F-Secure account using a different email address; for example, you have previously had a trial account.

Now with your current subscription, you have a new account. Both accounts are under the same name, but use different email addresses.

When you reinstall SAFE on your devices using your new account and subscription, the SAFE app still identifies your other account and is unable to display the subscription details connected to the new account.

Solution

To connect the SAFE app with your new account and to get the app to show the correct subscription details, do the following for your different devices:

1. On your PC:
   1. Log in to My F-Secure using your new My F-Secure account credentials.
   2. Click Add device, and then follow the prompts on the screen.
   3. When prompted, click Restart, then Next.
   4. Click Continue, then Accept and install.
2. On your Mac:
   1. Uninstall the software.
   2. Log in to My F-Secure using your new My F-Secure account credentials.
   3. Follow the prompts on the screen, and re-install SAFE on your devices.
3. On your Android device/s:
   1. Open up the app on your Android device.
   2. Go to Menu > Settings.
   3. Scroll down to My F-Secure account, tap My F-Secure account, then Log out the current user.
   4. Tap Log out to confirm.
   5. Log in to My F-Secure using your new My F-Secure account credentials.
   6. Install SAFE on your devices.
4. On your iOS device/s:
   1. Open up the app on your iOS device.
   2. Go to Menu > Settings, then tap Logout.
   3. Click on Logout from My F-Secure.
   4. Log in to My F-Secure using your new My F-Secure account credentials.
   5. Install SAFE on your devices.

The SAFE app is now connected to your new account.

If, after trying this, your new subscription details are still not visible, please contact our Customer Support.