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You see this error message while connecting Trend Micro Home Network Security to the Station:

Connection Unsuccessful. Please check your Pairing Code or connect to a different Station and try again.

Why did this happen?

  • Your pairing code has already been used in a different Station/
  • You mistyped the code while trying to establish a connection.

What should I do next?

  1. Check if you have entered the correct pairing code:
    • For pairing codes already activated, log in to your Trend Micro Account to look for your pairing code.
    • For online purchases, look for your pairing code on the Order Confirmation Email.
    • For retail purchases, look for your pairing code on the sticker found on the product box.
  2. Key in the correct pairing code:
    1. Force Stop the Trend Micro Home Network Security app.
    2. Press and hold the RESET button of your Station for about 5 seconds.

      Home Network Security Station Reset

      You can use a pin or a paper clip to press and hold the RESET button.

    3. Wait for the light in front of the Station to turn GREEN.
    4. Reopen the Trend Micro Home Network Security app.
    5. Enter the pairing code.
    6. Tap Next.

Need assistance?

Give us a call or start a chat and let our Trend Micro Support Representatives guide you.

See also

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