I
Neophyte

Neophyte

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6 Messages

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132 Points

Wed, Sep 29, 2021 10:38 PM

Chat Support does not work

After sharing a text message I received all I can do is click on "I have a Trend Micro problem" and it doesn't let me enter anything else. The suspect text message was: This is tr the VR package: https://baskion.com/dvmryv.php?ilg5uohw3 | 6gh4f.

Please do not download the APK because that is what I did.

Brand User
tm_angelo

 Superstar

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349 Messages

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6.6K Points

2 m ago

Hi ivanpiacun,

 

To help you on your concern, I would like to ask further description and explanation of the symptoms you are experiencing. Please let us know what happened and on what part did you encounter the problem.

 

Also, please provide us the following information:

 
1. Exact Error message if any.
2. Screenshots of the problem if possible.

3.  On what device and its Operating System Version.

4. Trend Micro Version.

 

Let us know how it goes.

 

- TM_Angelo

Neophyte

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6 Messages

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132 Points

2 m ago

Hi

Device is a Samsung Galaxy S20 Ultra 5G.

Operating system is Android version 11.

Trend Micro Mobile Security 12.8.1

(edited)

Brand User
tm_kath

 Superstar

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589 Messages

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8.2K Points

Hi ,

Thank you for this information.
For Vanessa of Trend Micro support, you may tap Send a message... which above the I need help with Trend Micro to enter your message.

You may also leave here your Trend Micro concern and we'll definitely help you.

- TM_Kath

Neophyte

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6 Messages

 • 

132 Points

As you can see from my screenshot I can see such wording.

Brand User
tm_kath

 Superstar

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589 Messages

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8.2K Points

Hi ,

May we know if you are using the latest version of the Messenger app? If not here is a guide on how to update it:

 

1. Open the Google Play Store app Google Play.
2. At the top right, tap the profile icon.
3. Tap Manage apps & device. Apps with an update available are labeled "Update available." You can search here the Messenger app. 
4. Tap Update.

- TM_Kath

Neophyte

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6 Messages

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132 Points

Hi M_Kath

Yes I am using the latest version. Could it be because I am using the dark theme?

Ivan Piacun CITPNZ

Brand User
tm_krizia

Prodigy

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460 Messages

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5.6K Points

Thank you, ivan.piacun

 

We were able to replicate your issue and decided to remove the "I need help with Trend Micro" button since it is not working properly. Please try and check if you'll still encounter the same issue.

Let me know how it goes.
-TM_Ann

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