Unable to purchase on website

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  • Problem
  • Updated 2 years ago
I have tried 3 times yesterday to purchase Trend Micro Maximum Security for 5 devices (Mac & PC) for 2 years. The Continue to Checkout button doesn't work, Go to PayPal allows me to log in to the Digital River payment site, however clicking on the Accept and Continue button then takes me back to this page "Sorry, it looks like something went wrong".
I have no idea if any payment has been taken, hopefully not 3 times and have no idea how to proceed.
Please advise.
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Grace Morris

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  • Frustrated

Posted 2 years ago

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woodartisan55, Champion

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Hi Grace. Perhaps you should find the phone number for your location and call them. I have a feeling that the problem may lie in the difference of your devices; the PC and Mac. I believe the method/program for protection is different for each and attempting to purchase for both at once is problematic.

Another option would be to try to purchase for your Mac(s) separately from the PC(s).

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Grace Morris

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Thanks Woodartisan55 for your reply. However I used Trend Macro Maximum Security on both my Macs and my Pc Device last year and it does cover these devices. The problem I believe is with the website itself. I'll ring them tomorrow.
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TM_Claudia, Employee

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Hi woodartisan55, I'm always glad to have your help in this community!

Hi Grace, could you also try if you can proceed the purchase with different browsers? 

If you still got the error on Digital River, please let me know. I'll pass this case to our support center, and a member of our support engineers will contact you directly to help you finishing the purchase process.

Trend Micro Home Users Community
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Grace Morris

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Hi, I got an email from Support asking me to reset my browser or try a different browser on my Mac. I downloaded Firefox and was able to purchase it then. Since the update of OS 12.0.1 on my iMac there have been a couple of occasions where secure site certificates aren't verified/updated, so are rejected in Safari since the security has tightened. Anybody using a Mac running Sierra will probably have the same problems so using another browser seems to be the answer for now. Hope this will help other Mac users struggling in the future as it is really frustrating, not to mention worrying as I didn't know if the payment had gone through several times, although it hadn't.
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TM_Claudia, Employee

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Hi Grace, thanks for the update and sharing this information!

Glad to know that you were able to purchase with Firefox. Hope the security problem with Safari will resolve soon!

Trend Micro Home Users Community
(Edited)

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