WASTED SUBSCRIPTION

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  • Question
  • Updated 1 year ago
  • Acknowledged
I have just come accross your free offer of an upgrade AFTER I had purchased and just installed a new version of MaX fr 2017! I had been receiving emails from you asking me to purchase but I prefer buying from a shop. Why was I not told I could upgrade for free. I have now wasted money?
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dwardrob

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  • very annoyed

Posted 1 year ago

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TM_Ferry, Employee

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Hi dwardrob and welcome to Trend Micro Community!

Thank you for posting your concern here.

Upon checking your account, your previous subscription has expired on April 01, 2017. That is why you received this email notification. Rest assured that you didn't waste money. 

Please let us know if we've answered your inquiry. Don't hesitate to post here if you have any concern regarding your subscription.

Thank you and have a great day!

Trend Micro Home Users Community
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dwardrob

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This does not answer my question. I was receiving regular emails before my sub expires asking me to buy a subscription. I was not told I could upgrade for free. I therefore purchased a new sub for 2017. Please explain.
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TM_Nicole, Employee

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Hi, dwardrob! Thank you for your response!

I apologize for any inconvenience this has brought you. Please let us clear up the confusion.

The reason why you have been receiving emails before to purchase or renew your subscription is because your subscription has already expired at that time. The emails were notifications for you to renew so that you are protected for another 12 or 24 months. This usually happens whenever your subscription is about to expire, and these are optional.

Regarding the upgrade, the offer for this is free because an Upgrade is different from a Renewal. The renewal here means that you will just extend your subscription so that it will last for another 12 months, which, in this case, is what you did by purchasing from a retail store. The Upgrade is where you are given the option to install from a lower version to the latest version of the Trend Micro program. As of now, the latest version of our software is version 11. For example, if you had version 10 before, then you can upgrade to version 11 for free. 

As of now, you already renewed your protection for another 12 months and your subscription is already upgraded to the latest version. If you have other computers that have a lower version of the Trend Micro program, then you can upgrade them to the latest version for free. You did not waste any money in this particular scenario.

I hope this clears up the confusion.
Please let us know if this answered your question.

Thank you and have a great day!

Trend Micro Home Users Community