10/16/16 Renewed Subscription Not Activating

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  • Updated 2 years ago
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I have a Dell pc with Windows 10. I renewed my Trend Micro subsription before expiration, but it did not activate. I made 3 more attempts to download, run and install the software, but still no luck. Yesterday, 10/19/16, was my expiration date. Today I have NO protection.
When I made the renewal purchase on 10/16/16 I upgraded from Maximum Security to Maximum Security PLUS Ultimate Service Plan. After receiving the confirmation email, I did not get a new serial number to input.
Today, I tried putting in the previous serial number to try and activate the subscription but nothing is working. I have no intention of paying for a new serial number when it should have been included in the price I paid --> US $76.60.
I have emailed support and I'm also posting here. Please offer me assistance that is helpful. I don't want to be frustrated any further than I am already. I've been a loyal customer for 10+ years. I was happy with Trend Micro until I started dealing with this nonsense. I do not want to cancel my subscription but I will if nothing is resolved.
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mrymacharia

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Posted 2 years ago

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woodartisan55, Champion

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If your situation is as similar to mine as it appears, you should have received a new 20 place alpha/numeric code with the upgrade - I did the same upgrade! Using the new code from the purchase, I was able to download the new product without a problem (except for time) and it works perfectly.

Have you checked your purchase for that code? My old code began with XFEF, the new begins with XKMF (for me). Check your records and then check the Trend Micro product website. If you used a credit/debit card the transaction may be listed there and possibly, just possibly, the code. If not, then calling Trend Micro would be the answer if you have not had a response to your email. Let them know that you are now without protection. Good luck!

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mrymacharia

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Thanks for your response! I checked my records again and again, as well as my Trend Micro account. There isn't a new code to be found anywhere.
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woodartisan55, Champion

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I'd make the phone call immediately!!  
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Sam

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I empathise with your frustration and disappointment. Like you, I'm a long-standing customer of TM, having successfully utilised the various generations of their anti-virus and malware products, with (almost) complete satisfaction and security.

If you can contain your frustration, I am sure that TM will sort this out for you. I have always found that happens eventually with TM; it's the infrequent exchange of emails that causes aggravation.

Just keep badgering them for exactly what it is you need them to provide - be as specific as you can - and it will come good, I am sure.

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mrymacharia

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Thank you for your kind response!
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TM_L, Official Rep

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Hi @woodartisan55 @Sam, thanks for sharing your experiences.

Hi @mrymacharia, thanks for being a loyal Trend Micro product customer, and we totally understand your frustration.

If it's possible, could you please provide your confirmation email for us? If yes, please create a "new" conversation in private or send the confirmation email to our Email Support Center. We'll help you soon after we receive your information. Thanks.

Trend Micro Home Users Community
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mrymacharia

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Hi Linda,
The issue has been resolved. My software updated successfully. Thank you for your follow up. Have a great weekend!
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TM_L, Official Rep

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Hi @mrymacharia, thanks for your reply!

It's so nice to hear that your Maximum Security updated successfully! Please feel free to contact us anytime when you need help for Trend Micro products in the future. Thank you!

Trend Micro Home Users Community

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