If You See 'Incorrect email or password' Error in Trend Micro Account

When signing in to your Trend Micro Account, you may see this error message:

"Incorrect email or password"

Why Am I Seeing This Error?

You might see this error for several reasons:

• Typing errors: You may have misspelled your email or password or included extra spaces.
• Third-party purchases: If you bought Trend Micro through Best Buy or your internet provider, you might not have a registered account.
• No account: There may not be a Trend Micro account linked to the email you entered.
• On Mobile Devices: This happens when the login is done through a browser that opens inside the Trend Micro Mobile app. Your browser may see this as suspicious activity, causing the reCAPTCHA to fail and preventing the login.

Are You Signing In on a Computer?

• Re-enter your login details. Check for typos and ensure there are no extra spaces.
• If you forgot your password, select Forgot Your Password? to reset it.
• Unsure which email you used? Click on Forgot which address you used before? to find it.
• If you purchased through Best Buy or an ISP, contact them for your subscription details.
• If you need to activate a license, go to the Trend Micro Product Activation Page to create an account.

Are You Signing In on a Mobile Device?

• Switch your internet connection. Try turning off Wi-Fi and using mobile data, or switch back to Wi-Fi if you're on mobile data.
• Clear your browser data.
  • If you are using an Android phone/tablet:
    Open your browser (e.g., Chrome). > Tap the menu (three dots) > History > Clear browsing data > Select a time range (like “All time”). > Check Cookies and site data and Cached images and files. > Tap Clear data.
  • If you are using an iPhone/iPad:
    Go to Settings > Safari > Clear History and Website Data.
• Use a VPN. You can try using Trend Micro VPN for a secure, private connection.

Have You Tried Closing and Reopening the Trend Micro App?

1. Fully close the Trend Micro Mobile app you're trying to sign in to (swipe it away from recent apps).
2. Reopen the app and try signing in again.