trend micro pay guard mobile app not working

I cannot open my Trend Micro Pay Guard app. I've been using it for years and now I can't open it. Please help and advise how to fix it.

If you tell me which platform (Windows / Mac / Android / iOS) and any error message you see (or what happens when you try to open it), I can give you step-by-step instructions tailored to your device

My trend is not working, can't scan my android?

Hi there,

Sorry to hear your scan isn't running — let's get this sorted out.

A few quick things to try first:

1. Make sure your Android device is connected to Wi-Fi or mobile data, since a scan needs an internet connection to complete.
2. Clear the app's cache: go to Settings > Apps > Mobile Security > Storage, then tap Clear Cache.
3. Restart your device and run the scan again.

If it still won't scan, this guide walks through what to do when a scan stalls or won't start: Trend Micro Mobile Security scan hangs on Android

To help narrow it down further, could you let us know:

1. What happens exactly when you try to scan — does it not start at all, or does it start and then stop/freeze?
2. Is there any error message on screen?

That'll help us give you more targeted steps. We're happy to help! 

when pay guard tried to open, it repeated endlessly so that I had to manually turn my computer off.

Hi there,

Quick check first — confirming this is on a Windows PC, and when it "repeats endlessly," do you mean it keeps opening new tabs? If you could provide us more details regarding your concern it would be helpful for this to identify the possible cause.

As a general troubleshooting step that you can follow (considering this is a Windows Computer), you can follow the steps provided below:

1. Click on the Trend Micro Icon in the taskbar notification area then select Check for Updates. (Or click on Show hidden icons arrow ^ first if you cannot see the icon immediately).
2.  Open your Trend Micro Pay Guard -> double check for a Trend Micro Toolbar/Security  icon on the extension and remove the extra copy from the extensions.
3. Check for duplicate website input inside Pay Guard Configuration:
   1. Open your Trend Micro Security
   2. Click Privacy.
   3. Click on Configure beside Pay Guard.
   4. Check the Protected Website List for any duplicate website links that is entered then click X Remove button.

Kindly let us know if this works for you or if not, provide us further information about the behavior of your Pay Guard, device type, and what browser are you using. This should help us provide you the correct steps to follow. Thanks!