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First Time Purchase -- Problem Activating Freedome

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Aspirant

First Time Purchase -- Problem Activating Freedome

Hello,

 

The other day my wife on her laptop purchased the F-Secure TOTAL package for my account.  I believe she was able to make the purchase before the trial period expired.

 

Under the SAFE tab of My F-Secure page (on my laptop), there is an indication  my purchase is valid until 2019 with ONE license left.

 

During the trial period I had downloaded the TOTAL package on my laptop and Android.

 

F-Secure  (Safe AND Freedome) has been active on my laptop, but it doesn't appeared I activated F-Secure on my Android during the trial period, although I thought I had activated it.  (I also posted in the Safe forum asking how to verify which devices are active).

 

Under the FREEDOME tab of my account (on my laptop), it, too, indicates my subscription is good until 2019.  HOWEVER, the Freedome information does not show any devices available.

 

In my Freedome tab I am asked to install Freedome Now.

 

In my Freedome shortcut on my laptop it shows Freedome is On and Protecting and in the Subscritption box it shows I have four days left of subscritption.  When I log in, a message appears "No licenses available".  I tried logging in on my mobile, too, and I was able to get to the place where it shows device names.  All three are PC related: Mein PC (possibly my wife's PC, but my PC is from Germany too); My Pc and; My PC 2.

 

I'm sure, from all my activity I accidently assigned all three licenses to my PC.

 

How do I verify which license is actually associated with MY laptop IP address so that I can use one or both remaining licenses for my Android, etc.?

 

Thank you.

1 ACCEPTED SOLUTION

Accepted Solutions
Superuser

Re: Purchase First Time -- How to Verify Devices?

Hello,

 

Sorry for my replies. I'm only F-Secure user (their home solutions). Not an official F-Secure Staff or something like this. So, it was only my own unofficial suggestions and tries.

And, also, sorry that it was not really instructions (but potential explanation about design and potential steps to work with it).

 

1) my ANDROID model number and, 2) my computer "PC".  Both are in GREEN.  When I click on each, a message indicates each device is PROTECTED.

So, when you log-in to "My F-Secure Account" with your main mail-address and see this noted devices -> this means that your two devices have used your two licences (third one should be unused yet).

 

When you choose any of them -> should be indeed words like "Protected" and then ?! there should be words like "release licence".

Something like: This device is protected;  Release license (as 'shortcut' to release licence from device AND this will remove device from portal too?!).

(it is possible to invite another mail-addresses as adding them to your subscription; kind of family/friends - and with invited account - possible to rule/see only own devices). maybe your experience about such state -> where was invitation to subscription. Or maybe some functionality is blocked by browser plugins (for example -> because maybe there are scripts).

 

Today, I clicked again on Freedome Download thinking it would tell me to reassign a device which I tried BUT the program could NOT make any reassignment.  (The thinking circle just went around for 10 minutes).  A second time Freedome started to download so I CANCELLED the download as I already have Freedome on my laptop.

Reassign a device should be with try to install it (launch Freedome installer) under system. So, it was only attempt to download installer (and, currently, My F-Secure Account portal does not count Freedome installations).

 

 

I checked the LINK you provided "What happens when Freedome asks for a license transfer" which states "Uninstalling Freedome does not release a license from the device..."
I am afraid to do anything at this point.

It means that uninstalling Freedome does not release a licence from the device -> such as Freedome installation take one licence from your subscription and did activation. When you uninstall Freedome from device - licence still marked as 'activated' and 'in use'.

 

But when you reach limits (three devices with licences 'in use') -> with fourth 'install-try' Freedome should trigger re-use/re-assign transfer-design (as it described with noted knowledgebase URL) and should be possible to install Freedome to your another (fourth) device. Other two licences will be 're-activated' per use it (where 'latest' will be marked as expired/deactivated).

 

I tried Live Chat two times but it says UNAVAILABLE.

On current minute/hour -> chat is available (?!):

 

https://www.f-secure.com/en/web/home_global/contact-support

At least, before hit certain troublemeanings.

About another points -> most likely F-Secure Support with certain main office. And then with some local offices (or remote Support Agents) for certain locations too (?! unknown for me  which ones - if even it is indeed available -> but, at least, expected that with local website -> support chat-talk will be with local language).

So, their workhours (for phone-support) anyway about noted local hours. AND chat under local website may be also with local active hours.

While "home_global" website can be with unexpected available hours and possible to use it too.

 

If there is no chance in PERMANENTLY blocking my access to Freedome by deleting the program reinstalling, reassigning/transferring devices -- confusing -- then what do you suggest?
What is my very FIRST step for my PC and my Android to get FREEDOME to work???

So, by uninstalling Freedome -> you will stop use Freedome.

 

Then -> with installing Freedome -> and if your subscription with all 'in-use' licences -> should be prompt about such state. This prompt should be with noted design (reassigning/transfer licences from unused devices) as reset all licences and then reassign it to active ones (include fresh installation).

 

With Android-device should be steps like (I did not install Freeedome to Android devices):

-> download Freedome from Play Store and install it;

-> launch and ?! most likely should be prompt about options like (activate subscription OR login to account). Generally, there should be certain tab or options for Settings (Freedome application) -> where should be ability to log-in to your My F-Secure Account.

 

With Windows-platform and TOTAL-subscription (and if Freedome is not installed yet):

->> login to your "My F-Secure Account"-portal;

->> switch to Freedome-tab;

->> choose "Install"-button (will trigger downloading Freedome-installer with specific bundled keys);

->> launch installer and then should be prompt for login;

->> fill your "My F-Secure Account" credentials and Freedome installation should be with activated-state.

 

Also, possible to re-check some of Knowledge-base articles (most likely that it is with more good explanations and will cover more situations and platforms):

https://community.f-secure.com/t5/F-Secure/tkb-p/freedome%40tkb/label-name/installing

 

Thanks!

7 REPLIES
Aspirant

Purchase First Time -- How to Verify Devices?

Hello,

 

The other day my wife on her laptop purchased the F-Secure TOTAL package for my account.

 

Under the Safe tab of My F-Secure page, my recent purchase  shows my purchase is valid until 2019 with one license left.  During the trial period I had downloaded the TOTAL package on my laptop and Android.  F-Secure has been active on my laptop, but it doesn't appeared I activated it (though I thought I did) on my mobile.

 

How do I view which devices have been added to F-Secure Safe? 

 

Thanks.

Superuser

Re: Purchase First Time -- How to Verify Devices?

Hello,

 

Sorry for my reply. I'm only F-Secure user (their home solutions).

 

purchased the F-Secure TOTAL package for my account.
Under the Safe tab of My F-Secure page, my recent purchase  shows my purchase is valid until 2019 with one license left.  During the trial period I had downloaded the TOTAL package on my laptop and Android.  F-Secure has been active on my laptop, but it doesn't appeared I activated it (though I thought I did) on my mobile.
How do I view which devices have been added to F-Secure Safe? 

There should be next view:

 

--> your My F-Secure account (mail-address/password) with valid subscription (F-Secure TOTAL);

--> when you log-in to My F-Secure portal ( https://my.f-secure.com/login ) with your account (where F-Secure TOTAL subscription is available):

->> should be listed all 'activated' installations (per device) for SAFE tab.

->> Freedome only with generic "Install"-button.

 

So, should be visible 'installations' (circle -> device) which used licence. With your experience should be two in use (if one licence left and package about three devices, for example).

Possible to login to My F-Secure portal and check situation - remove/deactivate unused devices, for example.

Also, when you will trigger fresh installation (but all licences in use) -> will be prompt about re-use (reset) licences for all devices (or re-place licence from certain device to current). It will allow fresh installation and re-activate all valid devices later (with first use) until limit is reached.

 

With Android-device -> maybe required to login/activate installation with installed application (not only to install).

With Freedome is not possible to see count of devices -> but when limits are reached -> should be prompt for transfer it:

https://community.f-secure.com/t5/F-Secure/What-happens-when-Freedome-asks/ta-p/78984

 

If F-Secure TOTAL about three devices -> should be possible to install three F-Secure SAFE applications and three F-Secure FREEDOME applications. Then possible to transfer licences from unused device (or replaced) when required.

 

Does it partly about valid concern? Or do you able to explain more about potential stuck?

 

Thanks!

Aspirant

Re: Purchase First Time -- How to Verify Devices?

Hello,

 

It's confusing...but:

 

My F-Secure SAFE page shows at the BOTTOM of the page:

 

1) my ANDROID model number and, 2) my computer "PC".  Both are in GREEN.  When I click on each, a message indicates each device is PROTECTED.

 

I do NOT find this:

 

Possible to login to My F-Secure portal and check situation - remove/deactivate unused devices, for example.

 

The rest of your instructions are confusing.  I don't know where to begin.

 

Today, I clicked again on Freedome Download thinking it would tell me to reassign a device which I tried BUT the program could NOT make any reassignment.  (The thinking circle just went around for 10 minutes).  A second time Freedome started to download so I CANCELLED the download as I already have Freedome on my laptop.

 

I checked the LINK you provided "What happens when Freedome asks for a license transfer" which states "Uninstalling Freedome does not release a license from the device..."

 

I am afraid to do anything at this point.

 

I tried Live Chat two times but it says UNAVAILABLE.  Why?  One time, upon installing the program, I contacted Live Chat and asked where they are located and they said South East Asia.  If this is true, F-Secure should make a point to provide Live Chat hours based from SE Asia.  Right?

 

I cannot afford to call to a local number from overseasWhat other options are there.

 

If there is no chance in PERMANENTLY blocking my access to Freedome by deleting the program reinstalling, reassigning/transferring devices -- confusing -- then what do you suggest?

 

What is my very FIRST step for my PC and my Android to get FREEDOME to work???

 

By the way, are you a user or F-Secure employee?

 

Thanks for your help.

 

Superuser

Re: Purchase First Time -- How to Verify Devices?

Hello,

 

Sorry for my replies. I'm only F-Secure user (their home solutions). Not an official F-Secure Staff or something like this. So, it was only my own unofficial suggestions and tries.

And, also, sorry that it was not really instructions (but potential explanation about design and potential steps to work with it).

 

1) my ANDROID model number and, 2) my computer "PC".  Both are in GREEN.  When I click on each, a message indicates each device is PROTECTED.

So, when you log-in to "My F-Secure Account" with your main mail-address and see this noted devices -> this means that your two devices have used your two licences (third one should be unused yet).

 

When you choose any of them -> should be indeed words like "Protected" and then ?! there should be words like "release licence".

Something like: This device is protected;  Release license (as 'shortcut' to release licence from device AND this will remove device from portal too?!).

(it is possible to invite another mail-addresses as adding them to your subscription; kind of family/friends - and with invited account - possible to rule/see only own devices). maybe your experience about such state -> where was invitation to subscription. Or maybe some functionality is blocked by browser plugins (for example -> because maybe there are scripts).

 

Today, I clicked again on Freedome Download thinking it would tell me to reassign a device which I tried BUT the program could NOT make any reassignment.  (The thinking circle just went around for 10 minutes).  A second time Freedome started to download so I CANCELLED the download as I already have Freedome on my laptop.

Reassign a device should be with try to install it (launch Freedome installer) under system. So, it was only attempt to download installer (and, currently, My F-Secure Account portal does not count Freedome installations).

 

 

I checked the LINK you provided "What happens when Freedome asks for a license transfer" which states "Uninstalling Freedome does not release a license from the device..."
I am afraid to do anything at this point.

It means that uninstalling Freedome does not release a licence from the device -> such as Freedome installation take one licence from your subscription and did activation. When you uninstall Freedome from device - licence still marked as 'activated' and 'in use'.

 

But when you reach limits (three devices with licences 'in use') -> with fourth 'install-try' Freedome should trigger re-use/re-assign transfer-design (as it described with noted knowledgebase URL) and should be possible to install Freedome to your another (fourth) device. Other two licences will be 're-activated' per use it (where 'latest' will be marked as expired/deactivated).

 

I tried Live Chat two times but it says UNAVAILABLE.

On current minute/hour -> chat is available (?!):

 

https://www.f-secure.com/en/web/home_global/contact-support

At least, before hit certain troublemeanings.

About another points -> most likely F-Secure Support with certain main office. And then with some local offices (or remote Support Agents) for certain locations too (?! unknown for me  which ones - if even it is indeed available -> but, at least, expected that with local website -> support chat-talk will be with local language).

So, their workhours (for phone-support) anyway about noted local hours. AND chat under local website may be also with local active hours.

While "home_global" website can be with unexpected available hours and possible to use it too.

 

If there is no chance in PERMANENTLY blocking my access to Freedome by deleting the program reinstalling, reassigning/transferring devices -- confusing -- then what do you suggest?
What is my very FIRST step for my PC and my Android to get FREEDOME to work???

So, by uninstalling Freedome -> you will stop use Freedome.

 

Then -> with installing Freedome -> and if your subscription with all 'in-use' licences -> should be prompt about such state. This prompt should be with noted design (reassigning/transfer licences from unused devices) as reset all licences and then reassign it to active ones (include fresh installation).

 

With Android-device should be steps like (I did not install Freeedome to Android devices):

-> download Freedome from Play Store and install it;

-> launch and ?! most likely should be prompt about options like (activate subscription OR login to account). Generally, there should be certain tab or options for Settings (Freedome application) -> where should be ability to log-in to your My F-Secure Account.

 

With Windows-platform and TOTAL-subscription (and if Freedome is not installed yet):

->> login to your "My F-Secure Account"-portal;

->> switch to Freedome-tab;

->> choose "Install"-button (will trigger downloading Freedome-installer with specific bundled keys);

->> launch installer and then should be prompt for login;

->> fill your "My F-Secure Account" credentials and Freedome installation should be with activated-state.

 

Also, possible to re-check some of Knowledge-base articles (most likely that it is with more good explanations and will cover more situations and platforms):

https://community.f-secure.com/t5/F-Secure/tkb-p/freedome%40tkb/label-name/installing

 

Thanks!

Community Manager

Re: Purchase First Time -- How to Verify Devices?

Hi Silkywayy,

 

In addition to Ukko's detailed comment, you can refer to this article which explains about how the TOTAL licensing works. You can also check this article which explains how to take Freedome into use if you have a TOTAL subscription.

 

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.
Aspirant

Re: Purchase First Time -- How to Verify Devices?

Hello everyone,

 

Thank you for all the information and help.

 

For my MOBILE/ANDROID, the other day I was able to transfer a license and now Freedome is actively protecting my mobile activity.

 

For my LAPTOP, I tried again today to transfer a license, etc., but again, the program just "hangs".   I could not get past the Transfer Window.  On a second try (and all the subsequents attempts), I got an "Invalid" message.  It was one line but so small I could barely read "Invalid".  I decided to uninstall Freedome and did a fresh reinstall.  Now Freedome is actively protecting my laptop.

 

Upon Uninstall, I was prompted to supply comments and feedbackt to F-Secure which I did. 

 

Thanks again for your help.

Community Manager

Re: Purchase First Time -- How to Verify Devices?

Hi Silkywayy,

 

Thanks for letting us know with the update on how things worked.

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.