TM_Ina

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! 

Hi there,

Thanks for reaching out — keeping your online banking safe from scammers is definitely a top priority, and we understand the concern.

Trend Micro Mobile Security for Android has several features that work together to protect you while banking:

1. Pay Guard Mobile — This creates a secure environment when you use banking apps, shopping apps, or digital wallets. It checks for threats before and during your transaction. To set it up, open the Mobile Security app and tap Pay Guard Mobile, then follow the prompts to grant the required permissions.

2. Web Guard — This automatically blocks known scam and phishing websites in real time. Make sure it's turned on: open the Mobile Security app, tap Web Guard, and tap the check icon to enable it. You can also select which apps you want it to protect, including your banking apps and browsers.

3. Fraud Buster — If you received a suspicious text message with a link claiming to be from your bank, Fraud Buster scans your SMS/MMS messages for scam links. Enable it under Fraud Buster in the app.

To make sure you're getting the fastest protection possible, keep your Mobile Security app updated to the latest version — newer updates include improved scam detection.

Could you share a bit more about what happened? For example:

• Did you receive a suspicious text or link related to your bank?
• Were you redirected to a suspicious website while banking?

That will help us give you more specific guidance. In the meantime, this guide walks through the best scam-protection settings for your Android device: Protect Yourself From Scams on Android with Mobile Security

This article also covers how to secure your digital payments with Pay Guard Mobile: How Trend Micro Secures Your Digital Payments on Android via Pay Guard Mobile

We're here to help — let us know more and we'll get you sorted. 

Hi,

Great news — the dedicated forum for Trend Micro ID Protection is now live! You can find it here:
https://discussions.trendmicro.com/en-us/forums/id-protection

Thanks for pushing for this — your feedback directly helped make it happen. Going forward, feel free to post any ID Protection questions, discussions, or feedback in that new space.

We appreciate your patience and support in helping improve the community!

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. 

Hi there,

Thank you for sharing your experience—this is a great observation.

Why MG iSmart is routed through Web Guard
- Web Guard uses a local VPN on Android, so it can inspect traffic from most apps at the system level—even if they’re not listed under Supported Apps.

Why you can’t exclude it
- The Supported Apps list only includes apps that are tested and confirmed compatible. Apps not on the list (like MG iSmart) may still go through the VPN but won’t appear as configurable/excludable.

Why the app fails
- MG iSmart likely blocks VPN connections or uses strict network checks, so it won’t run when Web Guard is active.

Current workaround
- Disabling Web Guard (or its filtering) allows the app to function, as you observed.

Recommendation
- Turn off Web Guard only when using MG iSmart, or
- Keep it disabled until compatibility is improved

We’ll also take this as feedback for evaluation.

Hope this helps! 

Hi, 

Thanks for reaching out. 

For your reference, “Combo List 115M” usually refers to a large collection of email/password pairs from multiple past breaches, not a single recent incident. It means your email may have appeared in one of those leaked datasets.

Is it phishing?
- If it’s from a trusted security provider, it’s likely a legitimate alert.
- If it has suspicious links, urgency, or asks for info, treat it as phishing.

What to do: 
- Change your passwords (especially reused ones)
- Enable Multi-Factor Authentication (MFA) on your accounts
- Avoid clicking unknown links in the email
- Monitor your accounts for unusual login activity or unauthorized transactions 
- Run a Trend Micro full scan on your device/s. 

Hi there! 

Good move running a full scan. 

If you only clicked the link, the risk is usually low. Still, here’s what to do next:

• ✅ Let the Trend Micro scan finish and clean anything detected
• ✅ Clear your browser cache/cookies
• ✅ Check for unknown downloads or extensions
• ✅ If you entered any info, change your passwords immediately and enable two-factor authentication
• ✅ Monitor your accounts for unusual activity

IMPORTANT: Trend Micro can remove malware, but if personal info was entered, you’ll need to secure your accounts manually.
If you can share whether you downloaded anything or entered details, I can help assess your risk further.

Hi, 

Trend Micro Mobile Security helps protect against email phishing by checking the safety of links and websites rather than reading your email content.

When you tap a link in an email, the app uses Trend Micro’s Web Reputation technology to scan the URL in real time and determine if it’s malicious, fraudulent, or a known phishing site. If a threat is detected, you’ll see a warning so you can avoid opening the link.

In short, it helps keep you safe by blocking or warning against phishing links accessed from emails, while respecting your privacy by not directly scanning email messages themselves. 

Hi, 

This type of pop‑up usually appears for one of the following reasons:
- Your Trend Micro subscription has expired or is close to expiring.
- You’re seeing a fake or misleading pop‑up from a website.
- Another security app or browser extension is generating the alert.

Recommended Steps: 
1. Verify your subscription status
- Open your Trend Micro app
- Go to Account / Subscription Information
- Confirm whether your subscription is active or expired

2. Check if the pop‑up appears in your browser
- If it shows while browsing a website, close the browser
- Avoid clicking any links in the pop‑up
- You may want to clear browser notifications or run a full scan

3. Run a full system scan
- This helps confirm that the alert isn’t being triggered by adware or unwanted programs

Hi,

In general, license credits are managed on your Trend Micro account/console. This means:

- Credits are pooled and can typically be consumed by any eligible Trend Micro service enabled under the same license.
- Each service consumes credits at different rates depending on factors such as the product or protection scope.
- Some services or add‑ons may have specific licensing entitlements or minimum allocations, which can affect how credits are consumed or reserved. 

It’s also important to note that actual credit consumption and availability are determined by what services are activated in your console, along with your specific subscription terms. 

If you can share which Trend Micro products or platform you’re using, the Community may be able to give more product‑specific details.

Hope this helps clarify things!