Why registering a Total Security bought through a retailer is so difficult?

Aspirant

Why registering a Total Security bought through a retailer is so difficult?

Since 2 days, I've been trying to figure out how I might use my recently bought licenses...

 

I received the registration link from the retailer, clicked on it, used my existing f-secure account (however it was not a renewal). No licenses added, just the usual message asking if I wanted to renew my old Safe trial.

 

I then went to support website, nice article telling that you should open a new account using a new email (?). So did I. Now I got no licenses added but a new SAFE trial on my new account.

 

I also noticed that language on the my.f-secure.com portal did change for switzerland I got italian (interesting) and sometimes also german...

 

No big deal I thought, I will chat with the support. I tried using safari (current version), chat button never worked. I then changed my browser (also tried from my PC), several times at different times: "Sorry chat is not available" (office hours)

I found no email addresses so I decided to call my local support number. Message on the phone: "Sorry this number is not used anymore".

 

My questions now:

- How deep is f-secure trouble? I had an excellent feeling about you Company (Thanks Mikko)

- Is there any change that I might use my software?

- Should I travel to Finland to get it activated?

 

Regards,

 

A deeply concerned and deceived customer...

1 ACCEPTED SOLUTION

Accepted Solutions
Superuser

Re: Why registering a Total Security bought through a retailer is so difficult?

Hello,

 

Sorry for my reply.

 

I also just F-Secure user.

 

When you use your "fresh" account (which you marked as F-Secure SAFE) - do you mean that under the tab "order payments" there is "F-Secure SAFE", but not F-Secure Total Security solution?

 

If yes, so maybe there is required attention from F-Secure Team or else one try to use chat with work-hours.

 

=========

 

Mainly should work next steps:

 

https://community.f-secure.com/t5/Total-security/What-should-I-do-when-I-buy/ta-p/86322

 

And with my experience, when I tried to create fresh account with URL:

https://my.f-secure.com/register/totalbox

 

I get pop-up (after filled forms and enter) about Subscription. Not sure, but most likely when you add it - you will be able to use F-Secure Total Security.

 

=========

 

If I created trial-account for F-Secure Total Security and Privacy - I able to see both options: F-Secure SAFE and Freedome; also under the payment/orders solution marked as "total security".

I also able to add there "subscription code" (which mainly noted as for F-Secure SAFE), but under the window there is possible to add "Campaign name" as "totalbox" and your related subscription - which potentially should trigger proper handling total security subscription.

 

=======

And just also as my feedback about your thoughts:

About other (page-localization switch) - maybe if you manually change it (bottom-right menu-option) or manually add to the URL option as "?locale=language"  (for Dansk will be "?locale=da_DK) -> it should be saved at least for current session. With my experience - usually there is stuck for "default" (F-Secure domain, which in use before loggining to My F-Secure Account) language.

And about support channels - I also think that current design with chat/phones not really nice.

 

Sorry for my long reply. I think that will be good if F-Secure Team (or F-Secure Community Team) will response there (I just decided to add my suggestion too).

 

Thanks.

5 REPLIES 5
Superuser

Re: Why registering a Total Security bought through a retailer is so difficult?

Hello,

 

Sorry for my reply.

 

I also just F-Secure user.

 

When you use your "fresh" account (which you marked as F-Secure SAFE) - do you mean that under the tab "order payments" there is "F-Secure SAFE", but not F-Secure Total Security solution?

 

If yes, so maybe there is required attention from F-Secure Team or else one try to use chat with work-hours.

 

=========

 

Mainly should work next steps:

 

https://community.f-secure.com/t5/Total-security/What-should-I-do-when-I-buy/ta-p/86322

 

And with my experience, when I tried to create fresh account with URL:

https://my.f-secure.com/register/totalbox

 

I get pop-up (after filled forms and enter) about Subscription. Not sure, but most likely when you add it - you will be able to use F-Secure Total Security.

 

=========

 

If I created trial-account for F-Secure Total Security and Privacy - I able to see both options: F-Secure SAFE and Freedome; also under the payment/orders solution marked as "total security".

I also able to add there "subscription code" (which mainly noted as for F-Secure SAFE), but under the window there is possible to add "Campaign name" as "totalbox" and your related subscription - which potentially should trigger proper handling total security subscription.

 

=======

And just also as my feedback about your thoughts:

About other (page-localization switch) - maybe if you manually change it (bottom-right menu-option) or manually add to the URL option as "?locale=language"  (for Dansk will be "?locale=da_DK) -> it should be saved at least for current session. With my experience - usually there is stuck for "default" (F-Secure domain, which in use before loggining to My F-Secure Account) language.

And about support channels - I also think that current design with chat/phones not really nice.

 

Sorry for my long reply. I think that will be good if F-Secure Team (or F-Secure Community Team) will response there (I just decided to add my suggestion too).

 

Thanks.

Aspirant

Re: Why registering a Total Security bought through a retailer is so difficult?

Thank You for your suggestions.

 

Basically your 2 links where my first tries, with no more success. Anyway, I will try again...

 

I will need attention of f-secure support anyway: I'm not willing to keep multiple active account...

 

Thanks again.

 

I'll keep you updated

Aspirant

Re: Why registering a Total Security bought through a retailer is so difficult?

Hello!

I finally went through the registration process!!

I had to choose a different browser (chrome), flush all cache. and try again with a new email.

I used your second link.

 

Next challenge will be to keep in touch with support to get 2 previous accounts deleted...

 

I'll tick your answer as solution as soon as it's definetly solved.

 

Thanks for helping.

Former F-Secure Employee

Re: Why registering a Total Security bought through a retailer is so difficult?

Hi  @asdhoncs

 

I am happy to hear you managed to register your purchase, I'm sorry you had such difficulties with it.

It does sound like there has been some data saved in your browser from the previous accounts, which might have been the reason for this.

Can you confirm if you have already contacted support? Otherwise I will be happy to move this to our support, so we can help you remove the 2 other accounts, and also clear up anything errors there might be on our support contact pages.

Has somebody helped you? Say thanks by giving likes. Has your issue been solved? Mark the post using "Accept As Solution" button to let others know.
Scholar

Re: Why registering a Total Security bought through a retailer is so difficult?

As stated previsouly, I was unabale to reach customer support: So, Yes indeed I would really enjoy that you transfer my request to the support in order to get the needed account cleanup...

 

Regards,