Unclear instruction

I have switched on all scans yet ad's from YouTube and Temu are still getting through. They interrupt from the moment I switch my phone on until I can interrupt them with a manual switch off. I've searched help materials on the Tren .micro app but nothing has worked so far. It leaves me feeling dumb and inept.

Hi there,

I’m really sorry you’re experiencing this—it’s understandably frustrating, and please don’t feel inept. What you’re seeing is usually caused by an app on the device (adware) rather than something scans alone can immediately stop.

What to check:

• Uninstall suspicious apps
  Go to Settings > Apps and remove anything unfamiliar (especially recent installs or generic names like “Cleaner” or “Video Player”).
   
• Check “Display over other apps”
  Settings > Apps > Special app access > Display over other apps → disable this for unknown apps.
   
• Review recently installed apps
  Sort apps by newest and remove anything added before the issue started.
   
• Run another full scan
  Open Trend Micro Mobile Security and run a full scan again.
   
• Ensure Web Threat Protection is ON
  This helps block unwanted or malicious content.

If it continues, let us know what app is open when the ads appear or share a screenshot if possible—we’ll help you pinpoint it.
We’re here to help—just keep us posted. 

I am trying to reinstall Trend Micro. I have used the subscription code and I still keep getting information to upgrade from free version. I still have 12 months left. I have spent 3 hours trying to reinstall. This is too convoluted to reinstall. There should be a section in the app to write your name and details and add in subscription number.

Hi, 

We're sorry to hear about the frustration and the time you've already spent on this.

If Mobile Security is still showing the Free Version after reinstalling, it usually means the app is not yet linked to the Trend Micro account where the active subscription is registered. Instead of entering the code again, please try signing in to the app using the same Trend Micro account associated with your subscription. Here's the link for your reference: 

Activate Trend Micro Mobile Security on Android Devices: Step-by-Step Guide

If you're still being prompted to upgrade after signing in, please let us know:

• - Is this an Android or iOS device?
• - Are you signing in with your Trend Micro account or using an activation code?
• - What exact message do you see in the app?

We'll be happy to help you get your remaining 12-month subscription recognized.