Microsoft has formally announced Windows 7 End of Support. Because Microsoft no longer fixes issues on this version, it has become increasingly difficult for Trend Micro to keep users safe on this operating system. We encourage all of our users to upgrade their PCs to a more modern operating system which will provide greater stability and security.

• Do not allow someone to take control of your computer especially from suspicious third party support.
• Never provide credit card or financial information to anyone unless you are 100% confident you are working with your software provider. Scammers may utilize phone directories to know your name.
• Whenever you receive a random phone call or see pop-up notifications/advertisements (see picture below) and you are uncertain whether it is from Trend Micro, you are advised to hang up and validate with Trend Micro Technical Support. The only authorized technical support phone numbers for Trend Micro will be located on Trend Micro’s website.
• When you search online to find technical support or a company’s contact information, make sure you are visiting the company’s website and not some other third party domain. You can also find Trend Micro support information on your order confirmation email, software package or original receipt, if available.

This message appears when your Operating System needs to be launched again in order to implement updates for the components of your Trend Micro security software.

To resolve this issue, refer to this Knowledge Base article for complete instructions:
"Restart Required" message appears when installing updates for your Trend Micro Security software

You are getting this message due to failure of receiving Trend Micro program updates.

To resolve this issue, follow the steps below:

1. Check the internet connection of your computer if it is properly connected
2. Update your program by clicking the Update Now button

If the issue still persists, refer to this Knowledge Base article:
"Connect to the Internet" error message appears when opening the main console of your Trend Micro Security program.

You are experiencing a slow computer performance due to high CPU or memory usage of CoreServiceShell.exe process of my Trend Micro program.

The CoreServiceShell.exe is your Trend Micro program's main process. It takes up 40 MB to 200 MB of memory in a normal computer state or environment. If the consumed memory is higher than 200 MB and does not go back to normal for about 5 to 10 minutes, remove conflicting softwares installed on your computer

To remove the conflicting program, do the following:

1. On your keyboard, press the Windows + R keys.
2. In the Open field, type "appwiz.cpl", then click on OK. The Programs and Features window will open.
3. Select the program you wish to remove, then click Remove or Uninstall.
4. Wait for the program to be uninstalled, then restart your computer.

   If you encounter any problems with the uninstallation process, contact the software manufacturer's support team.

If the issue still persists, refer to this Knowledge Base article for instructions:
"Slow pc performance due to high CPU or memory usage of CoreServiceShell.exe.

A renewal is one way to add one or two years to your Trend Micro program's license or subscription. This can be bought using your credit card, PayPal account or Wire Transfer. After you buy a renewal, your subscription will be automatically extended to the number of years purchased. Purchasing a renewal also qualifies you for a free upgrade to the latest version of your Trend Micro program.

To cancel Auto Renew, do the following:

1. Log in to your Trend Micro Account.
2. Click the green Auto-Renew ON slider.
3. Click Disable Now.

   When you successfully disabled Auto-Renew, you should see Renew Now.

   

You will be charged 90% of the regular price. 10% of the regular price of the product will be discounted for every auto-renewal.

An email including the exact price of your subscription will be delivered to you before the automatic renewal happens.

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

Yes, you can use the serial number of your Maximum Security (serial number starts with 'X') for your Mobile Security for Android and for your Mobile Security for iOS.

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