How can we help?

Auto-renew makes life easier by keeping your protection active without interruptions, so you don’t have to worry about renewal dates, missed payments, or sudden security gaps. If you want to stop the automatic renewal of your Trend Micro subscription, follow these easy steps.

1. Log in to Trend Micro Account
   Go to https://account.trendmicro.com and sign in with your registered email and password.
2. Click Manage Subscription
   Find the subscription (Serial Number) you want to cancel auto-renewal for, then click Manage Subscription next to it. If you cannot see the Manage Subscription button or if the button is not working, please contact support for assistance.
3. Select Cancel Subscription
   This will trigger a pop-up that explains what to expect when cancelling auto-renewal.
4. Click Continue
   Proceed with the cancellation process.
5. Fill Out the Feedback Form
   Let us know why you're cancelling by answering a short form, then click Submit.
6. Select Your Preferred Option
   After submitting, you can either select Stay Subscribed or click Stop Auto Renew to manually renew in the future.

Here are some possible reasons why you might see a double charge on your bank account:

1. • Auto-renew is enabled, and a manual renewal was made: Auto renew of your subscription is enabled and the payment may have been processed already and you did a manual renewal on your subscription.
2. • Multiple Subscriptions: You may have another subscription with auto-renewal, which was processed, making it seem like you were charged twice for your current subscription.
3. • Multiple Accounts: You may have another account with an auto-renewing subscription, which was processed, making it appear as though you were charged twice for your current subscription.
4. • Billing System Error: Sometimes, technical glitches in the billing system can cause duplicate charges.

To prevent this, you can:

1. 1. Cancel the Auto Renewal feature before manually renewing your subscription.
2. 2. Log in to your Trend Micro Account to verify your subscription status.
3. 3. Double-check your billing information before completing your order or renewal.
4. 4. Cancel the Auto Renewal for subscriptions you no longer use.

If you've made an online purchase and want to request a refund, follow these steps:

1. Go to the Trend Micro's Refund Request Page.
2. Choose Refund a recent ONLINE purchase under I need help with*.
3. Select the product you want to refund and state your reason.
4. Provide your details.
5. Click Submit Request.

Note: Kindly wait for the refund confirmation email that will be sent to your email address, and the refund will be processed within 5-7 business days.

If you purchased your subscription directly from a retail store, visit the store with your proof of purchase and request a refund.

For in-app and Best Buy transactions, check out the links below for instructions:

• How to Refund Trend Micro In-App Purchases
• How to Refund Trend Micro Purchased from Best Buy

If you have an activation code, you can manually renew your subscription by following the steps below to complete the process.

🔔 Heads Up: After clicking the Proceed with Renewal button, you'll be redirected to the Checkout page.

1. Review Available Offers — Browse the renewal and upgrade deals available for your subscription and select the one that best fits your needs.
2. Enter Your Email Address — Enter the email address associated with your Trend Micro account. Make sure it's correct — your renewal confirmation will be sent here.
3. Choose Your Payment Method — Select your preferred payment option:
   • Credit/Debit card
   • PayPal
   • Google Pay
4. Complete Your Payment — Follow the steps based on your chosen payment method:
   • Credit/Debit Card: Fill in your payment details, ensuring all fields are completed. Check the box confirming you agree to the terms and charges, then click Next to proceed.
   • PayPal: Click the PayPal button. A new window will open where you can log in to your PayPal account and complete your payment.
   • Google Pay: Click the GPay button. A new window will open — fill in the required details and click Save Card to complete your payment.
5. Follow the Remaining Prompts — Complete any additional on-screen steps to finalize your renewal.
6. 🎉 You're All Set! — Once your renewal is complete, a confirmation email will be sent to your registered email address.

If you’ve already renewed but are still getting renewal or pop-up notifications, here are some possible reasons why:

1. Your app is using an old activation code: Trend Micro may issue a new activation code after renewal. If your device still uses the old code, you’ll keep getting reminders.
2. You have more than one Trend Micro subscription or account: Renewal notices could come from a different account or an older subscription.
3. Renewal payment didn’t complete: Auto-renewal can fail if your payment card expired or your bank blocked the charge.
4. You recently merged or transferred a license: If you merged a new key into an existing subscription, the system may still show old reminders while it updates.
5. Your app hasn’t refreshed yet: Sometimes the app needs to re-sync with our servers.
6. "Renew Now" button appears in your account: The Renew Now button doesn’t always mean you must renew. It also appears for early renewal, for subscriptions with auto-renewal off, or when a subscription is close to expiring.
7. Still on a trial version: If your app shows "Trial expired", the new subscription hasn’t been activated on that device.
8. Pop-ups from other brands or websites: Some pop-ups come from websites or other apps and may mention other brands. These are not Trend Micro reminders.

For more details on what to do next, check out this helpful article: Still Getting Renewal or Pop-up Notifications After you Renewed?

Installing Trend Micro on an additional computer is straightforward:

Add Laptop, Desktop, Mac or Macbook to Protect

To upgrade on a Windows PC or laptop, follow these steps:

1. Open a web browser and go to the https://account.trendmicro.com.
2. Sign in using your email address and password.
3. Click the 'Download' tab located near "Licenses", "Profile", and "Resources".
4. Select the program or app you want to download and click 'Download to this Device'.
5. Follow the prompts to complete the installation.

Add Android Phone, Tablet, iPhone, or iPad to Protect

1. On your device, open a web browser and visit the https://account.trendmicro.com.
2. Login with your existing credentials.
3. Tap the Menu icon, then choose 'Download'.
4. Press the Download button under 'Maximum Security'.
5. Follow the link to the Google Play Store or the Apple App Store.
6. Select 'Get' or 'Install' to download the Mobile Security app.
7. Open the app after installing it, then sign in with your Trend Micro account to activate protection on your Android or iOS device.

To activate your Trend Micro product for the first time, follow these steps:

1. Visit the Activation Portal.
2. Click the Get Started button.
3. Create a Trend Micro Account using your email address or phone number.
4. Provide a secure password, then click Next.
5. Enter your first and last name to complete your profile, then click Next.
6. Enter your activation code, agree to the Trend Micro License Agreement, and click Next.

If you have a new activation key, here’s how to use it:

1. Go to the Activation Portal.
2. Click the Get Started button.
3. Below the Next button, click Sign In.
4. Sign in with your email address or phone number, then click Next.
5. Enter your password, then click Next.
6. Provide your new activation code, agree to the Trend Micro License Agreement, and click Next.

Keep your Trend Micro subscription active by ensuring your credit card or payment details, including the expiry date, are up-to-date. Follow these steps to update your information:

1. Log In to Your Trend Micro Account:
   Visit https://account.trendmicro.com/ and sign in with your email address and password.
2. Find Your Subscription:
   Under Licenses tab, look for your active subscription and click on the Manage Subscription button.
3. Go to Change Credit Card Details:
   Click Change Credit Card Details, then you will be redirected to a different page where you can update and change your billing information.
4. Update Your New Details:
   Enter your new payment method and update any necessary billing information.
   Click the Update Billing Information button to save your changes.
   Once completed, you will see a confirmation message:
   "Successfully updated your account's billing information."
   NOTE: Please wait up to 48 hours for the new credit card details to be updated.