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80 Points
- angry
Posted 2 years ago
TM_JustineM, Employee
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3,774 Points
May I know if the pop-ups you are talking about comes in when you start your computer or do you receive email notifications for the renewal of your Trend Micro program? If you are getting the pop ups when you start your computer this is because the Trend Micro program is counting down to how many days are left before your subscription expires. If you want assistance in renewing your Trend Micro program you can contact our support.
I hope this was able to answer your question. Please do not hesitate to comment or post in this community.
Thank you!
Trend Micro Home Users Community
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80 Points
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2,788 Points
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180 Points
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90 Points
TM_Ian, Employee
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5,222 Points
Apologies for your troubles. As mentioned on this thread, these renewal notifications/pop-ups are important to avoid lapses and to ensure that you will be able to renew your subscription and can stay protected. We are currently coordinating this internally.
If you were able to renew and was provided with a new serial number, this does not add up automatically to the existing serial number you have. That may have been the reason why the remaining 3 months of your subscription did not reflect after the purchase.
Should this happen again, you can always contact our Support lines to assist you on addressing this issue on your account.
We hope this information helps! Thank you so much for your patience and have a great day!
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90 Points
Thanks for taking the time to reply.This is exactly what happened,I renewed my subscription 3 months early and was issued with a new product serial number.Upon entering my new product key rather than adding onto my old subscription with 3 months remaining it cancelled out my remaining 3 months left,and only gave me 12 months coverage.What is the point/purpose then of renewing early if the remaining coverage of the old subscription is lost?I will now just wait until the day my current subscription expires before renewing for another 12 months.As I stated I did try and contact your support staff,but after being placed on hold for 45 minutes as all your operators were busy I just gave up.Thank you once again for taking the time to reply.
TM_Kiko, Employee
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10,442 Points
We do apologize for that negative experience that you had with us. The normal scenario is that the remaining subscription months should automatically be carried over. It is only an isolated case on which has happened on your end.
Should the same problem happened again and I hope it not, or if ever you will have troubles with our program, we have other contact channels where you can reach us for free. You may try our Chat Support and our representatives can help you out through live chats.
See this link.
Chat with a Technical Support Engineer
I hope this helps,
All the best.
TM_Ian, Employee
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5,222 Points
We understand your concern. The pop-up only suggests and informs of the current promotional offer for your subscription's renewal. Apologies if it seems to be annoying. Kindly close the pop-up on the screen.
Thank you for the patience. Have a great day! :)
Trend Micro Home Users Community
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180 Points
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130 Points
TM_Phebs, Employee
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2,486 Points
Sorry for the trouble, these renewal notifications are important to avoid lapses and to ensure that you will be able to renew your subscription and can stay protected. If your were able to renew and was provided with a new serial number, this does not add up automatically to the existing serial number you have.
Also, there are some pop ups that refers to promotional discount that we have which you can take advantage of, you may opt out from receiving the pop ups by unsubscribing from it.
You can open the email you received and at the bottom you will see the options to unsubscribe.
Should you have any questions regarding this, feel free to comment here.
Thank you!
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102 Points
TM_Onini, Employee
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692 Points
As mentioned on the previous reply, these renewal notifications are important to avoid lapses and to ensure that you will be able to renew your subscription and can stay protected. If your were able to renew and was provided with a new serial number, this does not add up automatically to the existing serial number you have.
Also, there are some pop ups that refers to promotional discount that we have which you can take advantage of, you may opt out from receiving the pop ups by unsubscribing from it.
You can open the email you received and at the bottom you will see the options to unsubscribe.
Have a great day! :)
Trend Micro Home Users Community
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130 Points
- 60 Points
We are gonna check this on our end and we will raise this concern.
Thank you for understanding and have a great day!
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180 Points
I also don't turn one of my machines off, and it's still getting them daily.
My customers are also complaining, I sell about 15 trend licensees a week and they are getting annoying popups also.
Should not be spamming that much, I can understand at 90 day point to get one popup, then at 60 days and another at 30 days, then one at 5 days and one day before expiry etc, but this is a joke.
In my opinion this is great sales marketing at it's best. Getting people to renew months a head of their subscription makes you more money by making the user cut their subscription short.
TM_Phebs, Employee
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2,486 Points
We are checking in our end on what is the best thing to do in this matter. As for your last statement, once the customer opt for an early renewal, as long as it is the same license the remaining days are carried over.
For the pop up that you received, this is for the on going cashback promo in your region. If
you would like to remove the pop ups, please contact our support. You may refer to the link below:
Ways to Contact Support
Regards
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180 Points
On going cashback promo is right, every day it pops up!
Also, under newsletter settings it says:
"Changing these settings will have no effect if you did not buy your subscription directly from Trend Micro."
No use for me.
I also don't buy license keys directly from trend, the trend versions I get are way cheaper then what you advertise. Maybe all keys should carry over the remaining days no matter what. If they did I would enter my new keys now and not have these popup issues.
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180 Points
I still get them every day on my screen,
Maybe Trend should give us an option to set renewal reminders to be email based? At least then I don't have a box popping up on my screen on a daily basis.
TM_Phebs, Employee
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2,486 Points
Please reference the new conversation here: Renewal Notifications From Trend Micro
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100 Points
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7,242 Points
We understand what you are trying to say and we are currently coordinating this internally as well.
For the meantime, you can try to disable the Notifications for newsletter or other offers through your MyAccount Portal.
You can sign in on the link below using your email address and the password you set for your account.
Trend Micro MyAccount
Once signed in, click NOTIFICATION and untick the box for Trend Micro Newsletter and Special offers, promotions, and surveys and then click on the Update Settings button.
You may try to monitor if you will receive anything from our system within the next few days.
I hope this helps.
Have a wonderful day!
Trend Micro Home Users Community
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180 Points
The following options were already set to "off".
- Trend Micro Newsletter
- Special offers, promotions, and surveys
I think they are for email notifications, not the program ads etc.
TM_Ian, Employee
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5,222 Points
That is actually correct. Turning off newsletters is just one option that you may turn off in case you would not like to receive these offers via email. The main purpose of these pop-ups are to inform our customers of the running limited promotional offers for their subscriptions and we do not intend to cause any annoyance on your end.
We apologize for any troubles and inconvenience we are causing through these pop-ups and please know that this is already being coordinated internally.
Thank you for the patience.
Have a great day!
Trend Micro Home Users Community
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100 Points
TM_Phebs, Employee
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2,486 Points
Please reference the new conversation here: How to stop Trend Micro Renewal Notifications
- 70 Points
TM_Phebs, Employee
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2,486 Points
I created a seperate thread here:
https://en.community.trendmicro.com/tm_en/topics/how-to-stop-trend-micro-renewal-notifications-baruw...
- 60 Points
TM_Victor, Employee
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4,942 Points
Do you mind performing the steps on this link below to try removing possible remnants of the Trend Micro program installed on your device?
Using the Trend Micro Remnant File Remover Tool
We hope to hear from you soon! :)
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152 Points
There needs to be a way to disable this notification or at least change it to 1 or 2 weeks before expiry. I am considering removing it from my own computer because of the irritation as well. Forcing people into Auto-renewal is not okay
TM_Phebs, Employee
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2,486 Points
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186 Points
I completely agree..........
Note: This conversation was created from a reply on: Suggestion for Auto-renewal process.
This conversation is no longer open for comments or replies.
This conversation is no longer open for comments or replies.
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sue.wright17248
TM_Pat, Official Rep
About this popup that you keeps on appearing your computer, can you tell us more about it? If you can provide us with a screenshot then that will be better. When I checked your records here your subscription is already updated. Maybe we need to check on something else so if you can tell us more about it then that will be so much better.
Regards,
Pat