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  • Updated 2 years ago
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Why is when up renew your protection if you still have a number of days on your subscription you loose them. In my case my subscription did not expire for another 21 days but when I renewed I lost those 21 days. This also happened last year when I renewed.
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rpizio

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Posted 2 years ago

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woodartisan55, Champion

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Yes. This happened to me also. Just once. Since then I wait until the last minute to renew. I don't know why it is just not added on from your expiration date if one renews early rather than losing the time you've already paid for.
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TM_L, Official Rep

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@woodartisan55 Thank you for sharing!

@rpizio Thank you for being a long time Trend Micro customer! We checked your account and looks like you have two separate serial numbers (SN), instead of the same one with a new extended subscription period. You might have accidentally purchased a new SN instead of renewing the existing one? But don't worry we've got you covered! 

The new SN has an expiration of July, 2, 2017, and the old one expires on July 20, 2016. Since both SNs are for Maximum Security, we'll request an extension of your new SN to July 20, 2017, so that your remaining 15 days will not be lost.

Please give us a day or two to process this merge. Thanks!

Trend Micro Home Users Community
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TM_L, Official Rep

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Good news! We've extended the expiration of your new SN to July 20, 2017. Please check!

Please feel free to ask questions or report product issues in the community in the future. Thanks!

Trend Micro Home Users Community

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