Problems Continue With P/W Security!

My P/W continues to be hacked, & forbidding me from being able to use the Premium Suite coverage that I've been battling since MI APRIL.This has been an ongoing problem, & Support culdnt solve it, & I'm very Dissatisfied & Disappointed w/ this problem. Almost $300 down the drain, signed up for 2 years.

Hi there,

I'm really sorry to hear you've been dealing with this since April — I completely understand the frustration, especially with a 2-year investment on the line. Let's see if we can get this moving in the right direction.

When you say your password keeps being "hacked," could you help us understand a bit more about what's happening? For example:

1. Are you finding that your Trend Micro account password has been changed without you doing it?
2. Are you getting locked out when trying to sign in to the app or at account.trendmicro.com?
3. Are you receiving unexpected password reset emails you didn't request?

Knowing the specifics will help us pinpoint exactly what's going on. In the meantime, here are two things I'd strongly recommend doing right away:

1. Reset your password from a secure device by going to https://account.trendlife.com/ and clicking "Forgot Your Password?" — then choose a brand new, strong password you haven't used anywhere else.
2. Enable Two-Factor Authentication (2FA) on your Trend Micro account. This adds a verification code step every time someone tries to log in, so even if someone has your password, they can't get in. You can set this up under My Profile > Two-Factor Authentication after signing in: Enable Two-Factor Authentication on Trend Micro

If you've already tried these steps or if Support walked you through them before, let us know what happened — that will help us figure out the next best step. We want to make sure you can actually use the protection you're paying for.

We're here to help — don't give up on us just yet! 

I've tried all u've mentioned, & no success. It's Malware, or something that's getting my codes, & once 'IT' puts the code n, its over for me. No way to communicate, just keep seeing New P/W chg's, not mine. I can't get thru to chng. It even changed the TM p/w tech gave me, n the following day, making it not possible for me to even get access to Install Protection. Email & Msgs hacked, I'm so disgusted, have been on Texts for many hrs, for many days. Thot my problem was gonna be solved. Was assured, by TM Tech, but Scan found No Problems. Not confident any more. Got new SG26ULTRA, & PROBLEM CONTS, I'm 81yrF, recently widowed, & my phone is very important to me. Not even going on FB, or using Google, using DDG. Hoping this culd b resolved. Thot installing Prem TM wuld give clean cell..but it said I was OK! Not OK FOR ME! IF I can't get Resolved, I want to Cancel, & get A Refund. I've used TM for many years w/ satisfaction. But this isnt working.

Dear Customer, I'm really sorry you're still experiencing this, especially after working with our Support team for so long. Based on what you described, it sounds like the issue may be affecting your email account as well, not just your Trend Micro account. If someone has access to your email, they could reset passwords and receive verification codes. To help us better understand the situation, could you please let us know: Is it your Trend Micro password, your email password, or both that keep changing? Which email provider do you use (Gmail, Outlook, Yahoo, etc.)? Are you still able to sign in to your Trend Micro account, or are you completely locked out?