How to get Safepay to work when on Fidelity.com

This is a fairly recent problem, within the last month or two.

When using Safepay on Fidelity.com I can still do things like review account positions and buy into my money market, but I can no longer access Security Settings, Monthly Statements, RMD distributions. Fidelity gives me messages such as 'that information is not available at this time.'

But if I use Microsoft Edge I can do all those things.

Any advice on how to tweak Safepay so it works as it did in the past?

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Alexandru_BD

Hello @EJG,

This is just a hunch, but can you try to temporarily disable the Encrypted Web Scan feature located in the Online Threat Prevention module in Bitdefender, and check if you are able to access those pages afterwards? Here's a screenshot for reference:

Regards,

Alex

EJG

Thanks for the suggestion Alex. That did not solve the problem. I even turned off everything under Online Threat Prevention and still had the same issues while on Fidelity.com. I do appreciate your replying to my question.

d_white

I too have this problem, which started a month or 2 ago.

Alexandru_BD

Hi,

Well, some websites may not be fully optimized to work with secure browsers. Safepay might handle JavaScript, cookies, or other website scripts differently, causing the page to break or not function as intended. I would recommend contacting the Support teams for further assistance on this matter, perhaps there is a workaround.
You can use the below link to get in touch with them:

https://www.bitdefender.com/consumer/support/help/

State your contact reason / choose request category, then choose from the available contact channels, chat, phone and email/ticket. Chat would be the fastest way to reach them.

Let us know how it goes.

Regards,

Alex

EJG

I did contact support and got the suggestion below. To be honest I haven't tried it. Sounds more complicated than I care to tackle since I can use Microsoft Edge with Fidelity when needed. Something changed a few months ago maybe with a Bitdefender or a Fidelity update. If somebody at Bitdefender has a Fidelity account it would be nice to hear if they too have these problems. I suspect the issue is widespread, not individual.

Problems I've encountered — I can no longer access Security Settings, Monthly Statements, RMD distributions.

Support's recommendation —

In order to troubleshoot the behavior, I recommend that you cleanly reinstall Bitdefender, according to these steps:

1. Uninstall Bitdefender using the following uninstall tool:

1.1 After running the uninstall tool, please uninstall Bitdefender Agent as follows:

Press the following keys together: Windows key and R key, in the window that appears write appwiz.cpL and press Enter.
If you find Bitdefender Agent or any other Bitdefender entry in the list, right-click and uninstall it; then restart your computer.

2. Remove the device from your Bitdefender Central account:

log in to your Bitdefender Central Account https://central.bitdefender.com
click on My Devices and then click on View Details or View Issues under the device you need to remove.
in the new page, in the upper right corner, under the bell there is a button with three vertical dots. Click on it then click Remove, and then click Remove one more time.

3. Install Bitdefender using a fresh install kit. You can download it from https://central.bitdefender.com

Should you need more details about how you can install Bitdefender, here's an article that might prove helpful:
https://www.bitdefender.com/files/KnowledgeBase/file/Bitdefender_2023_Uninstall_Tool.exe https://www.bitdefender.com/consumer/support/answer/28558/

Alexandru_BD

I can access the website using SafePay, but I don't have an account there, so I can't really reproduce the issue…

Gerry Powell

I've been using safepay to login to fidelity for year with no problem and suddenly I can't; I'm having the same problem of logging into Fidelity with safepay. I followed the above recommendation on uninstalling bitdefender and a fresh re-install. This does not solve the problem, still can't login.

From this thread, this problem has been around since at least Dec. 2024, I can't believe there is no resolution, answer or fix. Does the problem reside with Fidelity or Bitdefender?

Alexandru_BD

Bumping up an older thread here, maybe @camarie has an idea on what could be happening there..
I don't think this inherently has to do with SafePay itself (but not excluding this), but more likely with how Fidelity perceives the connection from an encrypted browser… Or maybe the secure browser handles JavaScript, cookies, or other website scripts differently, causing the page to break or not function as intended..

camarie

It might be Safepay-related, I won't exclude that. Is this issue still actual ?