To cancel the Auto Renewal, do the following:

1. Go to Trend Micro Account.
   
2. Type your email address and password, then click Sign In.
   • If you forgot the registered email address but you have the serial number, click Forgot which address you used before?
   • If you forgot the password, click Forgot password?
   • If you are unable to disable the Auto-Renewal and the registered email address is already inactive, contact our Technical Support for assistance.
3. Under the Licenses tab, click Stop Auto Renew.

Changing the credit card details is unavailable on the Trend Micro Account portal. You may renew manually in advance if you want to register a new credit card.

To secure your billing information, talk to one of Trend Micro's support representative by calling directly according to your appropriate region.

To renew your license or subscription via your Trend Micro Account, do the following:

1. Go to Trend Micro Account.
2. Type your email address and password then click Sign In.
3. Click the Renew button next to the program that you want to renew.
   You will be directed to the Trend Micro Online Store to purchase your subscription renewal.
4. Follow the prompts to complete the renewal.
   

   If you recently renewed your subscription, the expiration date for your Trend Micro security software will be automatically adjusted after your renewal order is confirmed. It can take 24-48 hours for this to reflect on your program's Subscription Information page.

   If your expiration date has not been automatically renewed after 24-48 hours, do the following steps to update the date manually:

   1. Open the main console of your Trend Micro Security software. Do either of the following:
      • Double-click the Trend Micro  icon on your desktop.
      • Double-click the Trend Micro  icon on your system tray.
   2. Click your program's expiry date.

      

      
      

      This will open the Subscription Information window.

      

   3. Open the order confirmation email from your purchase and check for the serial number of your Trend Micro Security software.
   4. Compare the serial numbers found on the order confirmation email and from the Subscription Information window, then do either of the following:
      • If the serial numbers do not match, change your serial number. Do the following:
        1. In the Subscription Information window, click on Change your serial number. A new window will open.
        2. Type the serial number from the order confirmation email on the fields provided, then click Next.

           

        3. Follow the prompts to activate your subscription.

           Your new serial number should be compatible with the Trend Micro program currently installed on your computer. Otherwise, uninstall Trend Micro, then install the correct Trend Micro program applicable for your license.

      • If the serial numbers match, but your expiration date has not been updated, contact our Technical Support for assistance.

To stop receiving email notification about your subscription, select the Unsubscribe option on the email.

If you purchased your Trend Micro product directly from the Trend Micro website, you have 30 days from the date of the purchase to be eligible for a refund under the satisfaction guarantee. To request your order to be cancelled, do the following:

1. Go to http://www.findmyorder.com/.
2. Do either of the following:
   • Enter your order number and password.
     
     • You can refer to your Order Confirmation Email for the order number and password.
     • If you have forgotten your Digital River account password, you can contact our Customer Support.
   • Enter your email address and the last four digits of your credit card.
3. Click Find to log in.
4. After logging in, look at the lower right of the page and click request a return.

   You will not see the request a refund option if you made your request 30 days after the purchase.

   

5. At the Return Request page, tick Return All.

   

6. On the left of the page, under Product Name, click on the dropdown arrow to select a reason why you are returning the product.

   

7. Once you are done, click Submit to continue.
8. Verify the product, price, and quantity that needs to be returned and click Submit.
9. Click Accept/Deny Letter of Destruction to be redirected to the terms and conditions of the product(s) you wish to return.

   

10. Accept the terms and conditions, tick Accept on the lower left of the page, then click Save.

    

    

    You will see a confirmation page.

    

    Once the refund request is confirmed, the amount charged will be returned to the same account you used during the transaction within 5-7 business days.

To change your Trend Micro Account password, do the following:

1. Open the Trend Micro Account page.
2. Type your email address and password, then click Sign In.

   If you forgot your password and you cannot access the registered email address, refer to this Knowledge Base article:
   Unable to sign in to your Trend Micro Account.

3. Click the Profile tab.
4. Click the Change Password button.
5. Type your new password in the New Password field.
6. Retype your new password in the Confirm New Password field.
7. Click Save.

   Your password has been changed. You will be signed out to update your account.

8. Click OK.
9. Log in again with your email address and your new password.

To check for your protected devices and transfer protection, follow the steps below:

1. Go to Trend Micro Account.
2. Type your Trend Micro Account email address and password, then click Sign In.
3. Look for your product from the list.
4. Click the X icon located on the upper-right corner of the device you wish to remove protection.

   Before removing the protection, check the computer name on each device where the Trend Micro program is installed (if available). For complete instructions, refer to these Knowledge Base articles:

   Finding the subscription information of Antivirus for Mac

   Finding the subscription information of your Trend Micro Security software

5. Click Yes to confirm the removal.
6. To add another device, click Add Device, then select what kind of device you want to protect.

   If you encounter issues while transferring your protection, contact our Technical Support for assistance.

To find out which email address you used for your Trend Micro account, do the following:

1. Go to Trend Micro Account.
2. Click Forgot which address you used before?.
3. Type the serial number you used to register your program and the code shown, then click Check Now.
   A window will appear on your screen displaying your email address.
4. If you forgot your password, click Forgot password.
5. Type the email address you used and the code shown, then click Check Now.

   You will be prompted to check your email to reset your account password.

To reset your password, do the following:

1. Go to Trend Micro Account.
2. Click Forgot password.
3. Type the email address you used and the code shown, then click Check Now.

   You will be prompted to check your email to reset your account password.

4. Log in to your email and open the email from Trend Micro.
5. Click change your password now. A new window will open asking for your new password.

   

6. Type your new password in the New password field and retype it in the Confirm new password field.
   Your password should be between 8 and 50 characters long. Make sure to remember your password.
7. Click Update Password.
8. Click Sign In.

   If you forgot your password and you have already changed your email address, contact our Technical Support for assistance.

To change your inactive email address, you need to contact our Technical Support for assistance.

To change your phone number, follow the steps below:

1. Go to Trend Micro Account.
2. Type your Trend Micro Account email address and password, then click Sign In.

   

3. Click on the Profile tab.
4. Under Personal Information, click Edit Profile button.
5. Type your Phone Number on the textbox provided.
6. Click Save to save the changes.

The process of merging accounts will not proceed if both accounts has a Password Manager subscription. Only one account should have a Password Manager subscription. Also, account merging will be blocked if one of the accounts has a registered Password Manager.

To merge the accounts that you have, do the following:

1. Go to Trend Micro Account.
2. Type your email address and password, then click Sign In.
   • If you forgot the email address used, click Forgot which address you used before?.
   • If you forgot the password you used, click Forgot password?.
3. Click the Profile tab.
4. Go to Merge Accounts for Easier Management.
5. Click the Merge Accounts button.
6. Type the email address and password that you want to merge on to the current account that you are using.
7. Click Next.
8. Check the information, then click Confirm.
9. Once done, the accounts should now be merged. Sign-In again to check your licenses.

   If you have questions or concerns not listed above, contact our Technical Support for assistance.

To check your subscription information, do the following:

1. Open the main console of your Trend Micro Security software. Do either of the following:
   • Double-click the Trend Micro icon on your desktop.
   • Double-click the Trend Micro icon on your system tray.
2. Click the expiry date at the bottom of the main console.

   

   This will open the Subscription Information window.

   

3. Click Close.
   You can click Edit subscription information if you want to modify the subscription information details.