Renewal issues

  • 1
  • Question
  • Updated 2 years ago
  • Answered
I renewed my subscription on February 27, 2018. I have tried to activate it since then. I removed the old product, installed the new one and the only thing that happens is I get a screen telling me I need to renew my subscription.

Help please!
Photo of faerbermarynjim


  • 70 Points

Posted 2 years ago

  • 1
Photo of TM_Yanna

TM_Yanna, Alum

  • 1,250 Points 1k badge 2x thumb
Hi faerbermarynjim,

Thanks for posting your concern here and welcome to the community!

I have checked on your records and it appears that you have already sent an email to our engineers regarding this issue. 

You have been sent an email informing you that our system failed to synchronize your serial number to your renewal transaction back on February and as a result, it was not included on the order confirmation email and failed to update its expiration date on our system. We apologize for this inconvenience.

However, there is no need to worry because we have already taken care of it and corrected the expiration date of your subscription. It is now set to April 8, 2019. Your subscription should be automatically updated on your end by now. You can verify by logging in to your Trend Micro account  or Opening the main console of Trend Micro Security.

Should you have any more concerns, please do not hesitate to contact us again. :)

Have a good day!

Trend Micro Home Users Community