Renewal requires new purchase and installation

  • 1
  • Question
  • Updated 1 year ago
  • Answered
All I wanted to do was to renew the license for the product I have. But when I clicked the renew popup window, my only option was to buy a "new" product. This "new" product has the same installer version  as my current product but requires removal and reinstallation, and probably loss of all my settings, including having to set up again the other protected computers. Couple this nuisance with the insanely high memory/CPU usage of the product, and I'm  looking elsewhere after many years of using TrendMicro.
Photo of lainslie9

lainslie9

  • 100 Points 100 badge 2x thumb
  • angry

Posted 1 year ago

  • 1
Photo of TM_Kim

TM_Kim, Employee

  • 1,110 Points 1k badge 2x thumb
Hi lainslie!

Thank you for contacting us in the community.

We sincerely apologize for whatever inconvenience this has caused you but rest assured we would assist you with your concern.

Regarding your concern, you would like to renew/update your Trend Micro subscription.

I have also checked your records on our end and upon checking, your Trend Micro Internet Security subscription is very much active and it will expire by July 1, 2018.

You do not need to reinstall the Trend Micro program anymore. Instead, you will just need to change the registered serial number on the main console of your Trend Micro program. After doing this, it is expected that you will see the expiry date of your subscription.

To change the serial number on the main console of your Trend Micro program, please follow the steps provided on the link below.

Changing the Serial Number of Trend Micro Security Software

I also apologize if you encountered slow PC performance due to high CPU usage of your Trend Micro program.

May I know if you have tried to solve the issue by checking this page?

If yes, I would suggest that you contact our Technical Support hotline so we could immediate check for the root cause of the issue. You may contact us through the contact details below.

Ways to Contact Trend Micro Support

I hope I have been of help and service to you. 

Please do not hesitate to contact us if you have any other Trend Micro-related concerns.

Thank you and have a wonderful day!

Trend Micro Home Users Community
Photo of lainslie9

lainslie9

  • 100 Points 100 badge 2x thumb
I had to pay around $75 to purchase the "new" product, so that must be why the expiration date is a year from now. However, I did not install it. Not only is the "new" installer the same, but so is the serial number I received via email.

As far as the memory/CPU, I have tried all of the suggestions more than once, as well as other suggestions from the many users with the same problem. The fact that so many people with so many differently-configured systems have the same issue indicates that the problem is with the TrendMicro software. It should not be up to the user to try to fix this kind of problem.
Photo of TM_Ron

TM_Ron, Employee

  • 942 Points 500 badge 2x thumb
Hello lainslie9,

Thank you for your response with this concern.

As for the renewal of your subscription, you will really have the same installer with the same serial number since you just renewed your current subscription. That means that you don't have to reinstall the Trend Micro software. The option to download the installer from the order confirmation email is if you will be installing on a new device. If not, you can just ignore the download and your subscription should be automatically updated.

For your other concern which is the memory/CPU usage of the Trend Micro program, you can just contact our Premium Support engineers since you are entitled to that support. You can contact them in the link below.

Ways to Contact Trend Micro Support

Thank you and have a great day!

Trend Micro Home Users Community

This conversation is no longer open for comments or replies.