Forget the Main Console password

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  • Problem
  • Updated 3 years ago
  • Solved
  • (Edited)
Just renewed my subscription. Have reinstalled as instructed. Then went and changed and updated account details to ne email address. Then saved. Then went to configure a regular scan for a particular day and time and it asks me for a password. It will not accept. It says I can get one sent to my email address but when I press it comes up and says it will send it to my old Hotmail address not to my updated and saved Gmail address. So whats the problem when I have updated my details
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pfr16310

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Posted 3 years ago

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TM_Claudia, Employee

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Official Response
Thank you for contacting us and sorry for delay in responding. Trend Micro Maximum Security uses 2 sets of email ID & password to manage accounts and settings:
1) MyAccount email ID and password -- this is what you used to register the product and is used to manage Trend Micro licenses. You're using your Gmail email ID and a password for this now
2) Main Console email ID and password -- this is only required when the "Enable password protection to prevent unauthorized changes" setting is enabled. It looks like you enabled this setting and used your Hotmail email and a separate password to set this up.

You have two options to fix the current issue:
Option 1 - go to your Hotmail inbox to locate the email sent by us. You should find the password and can use it when configuring regular scan.
Option 2 - if for some reason you cannot get into your Hotmail inbox, then you can un-install and re-install Trend Micro Maximum Security and reset the "Enable password protection to prevent unauthorized changes" settings. Here's a reference doc to for the steps:
Reinstalling the latest version of Trend Micro Security program

We suspect the above is the situation you're encountering, but are not 100% sure. Please let us know the above procedures resolved your issue or not. Thanks!
(Edited)