HI @valeriekelly879 

Make sure that you have activated the application with your subscription. 
Here is how to activate your Mobile Security. 

  1. Launch the Mobile Security App:
    • Locate the Mobile Security app on your Android device and open it.
  2. Access Activation Options:
    • Tap the three dots (⋮) in the top-right corner of the screen.
    • Select "Buy/Activate" from the menu.
  3. Choose Activation Method:
    • Depending on your situation, choose one of the following options:
      • Use an Activation Code:
        • Enter the serial number or activation key from your purchase receipt.
      • Sign In To Use Existing License:
        • Utilize your remaining license by signing in with your Trend Micro Account.
  4. For New Activation Key:
    • If you have a new activation key, visit the Trend Micro Account and sign in with your Trend Micro Account.
    • Enter your activation code and agree to the Trend Micro License Agreement.
  5. Verify Your Account:
    • After activation, tap the three dots (⋮) again.
    • Navigate to Settings and under Account & Subscription, tap on Trend Micro Account.
    • Sign in with your Trend Micro Account to complete the activation.

Hope this works!