Fortum Safe Support

The Fortum Safe security service is much more than standard ‘antivirus software’. Fortum developed the Fortum Safe security service in cooperation with the Finnish F-Secure and it is based on F-Secure’s award-winning security services.

Fortum Safe for private customers includes the following features:

• Protection against malware and ransomware
• Banking and payment protection
• File protection
• Fraud protection
• Protection for usernames and passwords
• Family Rules for the safe use of children’s devices, including restricting access within internet and setting screen times.

Fortum Safe S device protection protects 1–3 devices, and Fortum Safe L device protection protects up to 10 devices simultaneously. The subscription is ongoing, which means you do not have to renew it.

As its name suggests, Fortum Safe Business is a customised version of the Fortum Safe service for entrepreneurs and small businesses. This comprehensive security service protects all your company’s devices. You have two options, depending on the number of devices you want to protect: Fortum Safe Business S, which protects up to five devices, or Fortum Safe Business L for protecting as many as 15 devices simultaneously. The subscription is ongoing, which means you do not have to renew it. The service is updated automatically, so it is always up to date.

The Fortum Safe security service was developed in cooperation with the Finnish F-Secure and is based on their award-winning security services.

Fortum Safe Business includes the following features:

• Antivirus – Protection against malware and ransomware
• Banking protection – Secure online banking and payments
• File protection – Protects your files from malware and hijackings
• Fraud protection – Protects your identity and warns when attempting to visit harmful sites
• VPN on mobile devices – Encrypts all traffic and protects your personal data when using an open Wi-Fi network. The VPN prevents data hijacking and keeps your IP address encrypted. At the moment, the VPN works on iOS and Android mobile devices.
• Family rules – An entrepreneur with a family can also take advantage of the Family Rules included in the Fortum Safe Business package.

*We have shortened the service’s name to ‘Fortum Safe’ on this support site, because the technology in these services is generally the same for both, apart from the VPN and password protection.

The Fortum Safe security service protects Windows and Mac computers, Android and iOS smartphones, and tablets. You will find the supported operating systems below:

Windows

• Windows 11 (ARM-based tablets are not supported)
• Windows 10 (all 32-bit and 64-bit versions with the latest updates installed, ARM-based tablets are not supported)
• Windows 8.1 (ARM-based tablets are not supported)
• Windows 7 SP1 (all versions)

Up-to-date information is available on the F-Secure website.

macOS

• macOS versions 10.15, 11, 12.

Up-to-date information is available on the F-Secure website.

Android

• Android 7.0 or newer.

Up-to-date information is available on the F-Secure website.

iOS

• iOS 13.0 or newer.

Up-to-date information is available on the F-Secure website.

To start using the Fortum Safe service, you must sign a service contract with Fortum’s customer service or electronically at www.fortum.fi/safe (consumers) or www.fortum.fi/safe-business (companies). In addition, the service requires installing the Fortum Safe application on all the devices you want to protect with the service.

To start using the service, you need a Fortum Safe contract. After signing the contract, we will send a welcome message to your email address and phone number with a link for installing the application. When you start the installation within 30 days of receiving the message, you do not need a username and password for the installation. When you use the service for the first time, please make sure that you are using the device that you want to use to manage the service in the future.

1. Start the installation within 30 days from the welcome message

After you subscribe, you will receive a welcome message by email and text message. Please also check your spam folder if you have not received the message (sent from safeavenue [at] f-secure [dot] com). Open the message on the device on which you want to install the service (the first device you install the service on functions as the primary control device for the service) and click ‘Install Now’. You can use the same link in the message to install the service on multiple devices.

2. First, download the installation file to your device

Click ‘Download for Windows PC’.

3. Open the installation file

The installation file has been downloaded to the ‘Downloads’ folder at the top or bottom of your browser. Click ‘Open File’ to start the installation. If necessary, you can reload the file from the ‘Click here’ section.

4. Allow the installation to continue

Your operating system will check whether you want to allow the application to make changes to your device. Click ‘Yes’.

5. The installer will start

The Fortum Safe installer will start. Review the licence terms and select ‘Accept and continue’.

6. Deleting previous security programs

If another security program is installed on your device, the installer will automatically remove it. Select ‘Delete and continue’.

7. Restart the device

Restart your device to complete the installation by selecting ‘Restart Now’.

8. Continue the installation

Click the flashing shield button in the bottom bar.

9. Allow the installation to continue

Your operating system will again verify whether you want to allow the application to make changes to your device. Click ‘Yes’.

10. Continue to the last step

11. The installation is complete, and your device is protected

You can also find the application in the Windows start menu under the name ‘Fortum Safe’.

To start using the service, you need a Fortum Safe contract. After signing the contract, we will send a welcome message to your email address and phone number with a link for installing the application. When you start the installation within 30 days of receiving the message, you do not need a username and password for the installation. When you use the service for the first time, please make sure that you are using the device that you want to use to manage the service in the future.

1. Start the installation within 30 days from the welcome message

After you subscribe, you will receive a welcome message via email and text message. Please also check your spam folder if you have not received the message (sent from safeavenue [at] f-secure [dot] com). Open the message on the device you want to install the service on (the first device you install the service on functions as the primary device for managing the service) and click ‘Install Now’. You can use the same link in the message to install the service on multiple devices.

2. First, download the installation file to your device

PLEASE NOTE: If your device requests elevated privileges or a browser extension during the installation, you can find sample images of these requests here.
Elevated priviledges   Browser extension

Click on ‘Download for Mac’.

3. Open the installation file

The installation file has been downloaded to the ‘Downloads’ folder at the bottom of the browser. Click the uploaded file at the bottom of the window.

4. Allow the installation to continue

Your operating system will check whether the software installation is allowed. Click ‘Allow’.

5. Deleting previous security programs

If another security program is installed on your device, the installer will automatically remove it. Approve the deletion.

6. Starting the installer

The Fortum Safe installer will start. You will be guided through the necessary steps for installing the app. Select ‘Continue’.

7. Licence terms

Review the licence terms and select ‘Continue’.

8. Installation type

The installation type is determined automatically. Select an option provided by the installer (in the photo, it is Macintosh HD) or change the installation location. Select ‘Install’.

9. User information

The installer will ask you to fill in your information to continue installing the software. This is the username and password for your Mac computer. Fill these in and select ‘Install software’.

10. Continue to the last step

11. The installation is complete, and your device is protected

You can also find the application under the name ‘Fortum Safe’.

Elevated permissions on your Mac computer

Below are instructions for what to do if you need to change permissions for the disk on your Mac.

1. Enable full disk access in the Security and Privacy section. Select ‘Enable’.

2. System Preferences will direct you to configure the computer’s Security and Privacy. The program will ask you to enter the username and password for your Mac computer. Select ‘Unlock’.

3. Allow the apps below to access data on your computer. Select ‘Click the lock to make changes’.

4. Enter your username and password for your computer to change your computer’s privacy preferences. Select ‘Unlock’.

5. Click on the checkbox for the Fortum Safe application. This will activate the permission.

6. The screen automatically displays a request to stop using the disk. Select ‘Quit and reopen’.

Configuring the browser extension for your Mac

Below are instructions for what to do if your browser asks you to configure a browser extension at the same time.

1. Select ‘Configure’ to configure the browser extension.

2. Select ‘Add to Chrome’.

3. Add browsing protection. Select ‘Add extension’.

4. Accept the permissions by selecting ‘Accept’. The browser extension installation is ready! You can go back to the Fortum Safe application.

To start using the service, you need a Fortum Safe contract. After signing the contract, we will send a welcome message to your email address and phone number with a link for installing the application. When you start the installation within 30 days of receiving the message, you do not need a username and password for the installation. When you use the service for the first time, please make sure that you are using the device that you want to use to manage the service in the future.

1. Start the installation within 30 days from the welcome message

After you subscribe to the service, you will receive a welcome message via email and text message. Please also check your spam folder if you have not received the message (sent from safeavenue [at] f-secure [dot] com). Open the message on the device you want to install the service on (the first device you install the service on functions as the primary device for managing the service) and click ‘Install Now’. You can use the same link in the message to install the service on multiple devices.

2. Select Android device 

Select Android as the operating system on your device by selecting “Android”.

3. Select “Install from: Google Play app store”

4. Install the app from Google Play -app store

The link directs you to the Fortum Safe app’s download page in the Google Play store. Select “Install”.

5. Approve license terms

Approve license terms by clicking ”Accept and continue”.

6. Allow app to access files

Allow Fortum Safe -app to access files by selecting ”Allow”.

Next, the Fortum Safe app will ask for permission to access all files on your device. Select ”Allow access to all files”.

7. Installation is completed

Installation is completed, and your device is protected. The application will be found with the name ”Fortum Safe” on your device.

You must have a Fortum Safe agreement to use the service. After making the agreement, you will receive a welcome message by email and text with a link to install the app. The first installation should be made on the device you intend to use to manage the service.

1. Welcome message

After completing your order, you will receive a welcome message by email and SMS. Check your spam folder if the message is not in your inbox (sender: safeavenue [at] f-secure [dot] com). Open the message on the device onto which you want to install the app and select “install now”. Please note that the first installation acts as the primary management device for the service. You can use the same link to install the app on multiple devices.

2. Your browser should automatically redirect you to the Apple App Store.

If the automatic redirection fails, select “iOS” as your device and then select “install from: App Store”.

3. Your browser will take you to the Fortum Safe app’s download page in the Apple App Store.

Select “install”.

4. Make selections

When prompted, select “I accept the license terms”, “I have read the privacy policy”, “I have read how the VPN will handle my data” (for corporate customers), etc. until you can press “continue”.

5. Sign in

Sign in with the username (email address) and the password that you received in your welcome message. Select “sign in”.

6. Allow the Fortum Safe app to use files by selecting “allow”.

7. Press “continue” to set up your protection.

8. The Fortum Safe app will request permission to show notifications on your phone.

We recommend allowing these, but you can also select “skip”. If you select “allow”, also select “allow” in the next window and confirm with your phone’s PIN.

9. The insallation is complete

The installation is now complete, and your device is protected. The application's name is Fortum Safe.

Only for business products:

10. We recommend enabling the VPN setting during installation.

Activate the VPN button after the installation is complete. In the new window, allow the necessary permissions for the VPN function by selecting “allow” and confirming with your phone’s PIN.

We offer protection for Windows, Mac and Android operating systems.

Fortum Safe scans your device for viruses, harmful content, or other threats to your device or data. When the scan is enabled, the application automatically scans the device daily. You should scan the device for threats whenever Fortum Safe recommends that you do so.

Browsing protection helps you browse the web safely by classifying website safety in your browser and blocking websites classified as harmful.

Navigate the internet safely on your computer

Please visit your Fortum Safe settings to turn browsing protection on. After this, browsing protection will work in Safari, Firefox and Chrome browsers.

Please read the instructions and about browsing protection features on the F-Secure page.

Windows

MacOS

Safe browsing on mobile devices

For smartphones and tablets, the Safe service has a dedicated browser that lets you navigate the web safely. Set it as the default browser for you and your children’s mobile devices.

Read more about using Safe Browser and installing it as the default browser on the F-Secure page.

Android

iOS

You can manage children’s devices by setting Fortum Safe’s Safe Browser as your default browser and setting Family Rules appropriate for each age.

Content filtering, time limits, and remote control are available on all supported operating systems.

You can set restrictions for applications on children’s Android devices.

See the F-Secure page for up-to-date instructions on setting up and managing Family Rules.

Fortum Safe password management includes many features that make it easier to use and secure your passwords.

Password management is currently only available for mobile devices. The service will also be available for computers later when F-Secure releases the functionalities.

See the F-Secure page for more detailed instructions on how to use the password service.

Fortum Safe Business products include a VPN or virtual location. You can hide your IP address, adding a layer of protection to your privacy. The service is equivalent to F-Secure’s Freedome service, and you can find more information and instructions on F-Secure’s support site.

Gaming mode is enabled by default in the product. As soon as the product detects that the computer is running a game, it automatically stops all scheduled scans and pauses product and database updates, reducing the product’s impact on your computer and network usage. It frees up system resources for computer games while maintaining the product’s essential functions. The gaming mode is automatically deactivated when you stop playing the game.

Please refer to F-Secure’s gaming mode guide for system requirements, instructions and tips.

You can manage the Fortum Safe service either in your application or the service portal.

In the service portal, your username is the email address that you registered with the service. You received the password in the welcome message (sent from safeavenue [at] f-secure [dot] com and via SMS) after subscribing to the service, or you can change your password using the ‘Forgot your password?’ button on the portal login page.

You can add users/devices to your Fortum Safe service on the ‘People and devices’ tab. You can add a new user and send them an invitation to join the service by pressing a button.

The person will receive an invitation email and now has an account they can use to protect their devices using your licences. For young children, you naturally make changes to devices on their behalf.

The users you add to the service will not see the devices or other information associated with other users or profiles.

You can find up-to-date instructions on the F-Secure page.

You can use your device to manage how your child uses the device when you have installed the application on their device and configured age-appropriate settings for them. This flexibility means that you can change, add or remove restrictions on the fly, and you do not need physical access to your child’s device.

You can configure Family Rules when you set up the Fortum Safe application or at any time afterwards.

To start using Family Rules, install Fortum Safe on your child’s device and set up their profile. Please see the F-Secure page for detailed instructions.

When a family member or colleague shares their Fortum Safe service with you, you will receive an email invitation to use the service on your device.

Please see the detailed set-up instructions for your device's operating system in the section titled ´Setting up the service´. Then click the ‘Install link’ to begin the installation and follow the installer’s instructions.

You can change your subscription to another Fortum Safe service or cancel your subscription by contacting Fortum’s customer service.

Contact information and business hours (select customer service for electricity contract)

• Private customers
• Business customers

If you change your subscription to one that covers fewer devices, we recommend that you remove any devices that you do not want to protect in the future. If there are more connected devices than licences in the new service, the oldest devices will automatically be removed from the service. If necessary, you can change the devices protected by the service.

Fortum Safe displays notifications on your Android device when Fortum Safe is scanning, or when your child has almost reached their time limit, for example. Some of these notifications are always visible, and others disappear after a certain period.

Notifications are enabled by default. We recommend using these default settings to ensure the best possible protection.

Important notifications such as when installed applications are known to be harmful will be displayed, even if you turn notifications off.

You can find instructions on F-Secure’s website about how to adjust the notifications on your Android device.

Not needed. The Fortum Safe service may be the only contract you have with Fortum.

Fortum Safe is an ongoing contract, so even if your other contracts with Fortum end, the Fortum Safe service will continue until either party, you or Fortum, terminates the contract.

You can receive the invoice as an e-invoice in your online bank.

We will invoice Fortum Safe on the same bill as your electricity contract, using the same billing cycle.

The service blocks access to harmful sites. When you have the Fortum Safe service installed on your devices, and browsing protection is active, you will receive a warning if you are about to visit a harmful site. If this happens, the service gives you the following notification: ‘Harmful website blocked. This website has been reported as harmful. You should not visit this website.’

Phishing for banking credentials has recently become much more widespread and an increasingly professional crime. For example, credential phishing is carried out by sending fraudulent messages under a bank’s name (Cybersecurity Centre, Information Security Annual Review 2021).

Banking protection secures your connection with SSL technology when you log in to online banking, which shows you a notification banner on your screen. The lock icon in your browser tells you that the connection is encrypted. Your banking activity will be protected once you have installed the Fortum Safe application and activated browsing protection on your Windows, Mac, Android or iOS device.

Identity theft refers to using another person’s identity or personal data such as their name, national insurance number or other data without permission for criminal activities. For example, criminals can access your information with malware or by hacking your user account. Criminals use other methods to commit identity theft, including data break-ins, hacking, credit card theft, Dark Web marketplaces, Wi-Fi hacking, portable mass storage devices, and phishing messages or calls. In addition, identity theft can result from things like stolen identity documents, stolen debit cards, fake card readers, stolen mobile devices, stolen mail, criminals searching through rubbish, and even unauthorised changes to a person’s place of residence.

Identity theft can cause a lot of stress and worry, a bad credit rating, financial problems and ultimately, legal consequences such as disputes with various parties, and a long and cumbersome identity recovery process.

iOS device users can face a variety of security risks on the internet and in social media, as the internet is full of various scams. However, scams do not necessarily result in the device becoming infected, and data is stolen from users without any malware. Criminal scammers try to get their hands on things like the user’s credit card information, banking credentials or passwords.

Your Android device may be infected if you download an application that turns out to contain malware. These applications ask for excessive permissions during installation, and the user inadvertently accepts these requests. Malware can send SMS messages to premium-rate numbers and purchase applications from Play Store without asking users for permission. They can also spy on credentials for Google, Facebook, Twitter or other social networks, install new malware, download harmful files and copy device content such as images and contacts. In addition, malware can connect devices to a botnet or use a phone’s processor to mine Bitcoin. For example, malware typically also tracks users without their permission by using the camera, microphone, or GPS. That is why it is very important to protect against malware.

However, scams do not necessarily result in the main device becoming infected, and data is stolen from users without any malware. Criminal scammers try to get their hands on things like the user’s credit card information, banking credentials, or passwords.

You can find instructions for setting up the service in the 'Start using the service' section. Select the instructions according to the operating system on your device.

This help topic explains how to check that your antivirus is on and working properly on your Android device.

The instructions vary slightly for each operating system. There is an operating system menu in the upper left-hand corner of F-Secure’s help pages, where you can select your device’s operating system (Windows / macOS / Android / iOS).

If you cannot find the information you need on this website, please contact Fortum’s customer service.

Contact information and business hours (select customer service for electricity contract)

Private customers

Business customers

If necessary, the F-Secure diagnostic tool can be used on Windows and Mac devices, which collects comprehensive data from the device for F-Secure’s experts to use for troubleshooting purposes. Fortum’s customer service will deliver the diagnostic file.