Bonjour @denissibottier, 

Pouvons-nous simplement vérifier comment vous obtenez ou demandez habituellement la licence ?

Pouvons-nous également vérifier comment vous l'avez renouvelée précédemment ? Est-ce à partir d'un site Web ou votre école vous a-t-elle simplement fourni la licence ?

Veuillez nous le faire savoir afin que nous puissions vérifier davantage. Merci beaucoup !

Hi @mishkaross01,

May I ask do you get any messages when you try to log into the website? If you encounter any messages, please provide a screenshot so that we can further check on it.

You can also try to temporarily disable Trend Micro to check if it is the one that is blocking the website. You can follow the steps below on how you can temporarily disable Trend Micro:

Disable Trend Micro from the System Tray

1. Check the bottom right corner of your screen, in the taskbar notification area.
2. Right-click the Trend Micro icon  to open it. If you can't see it, click the tiny arrow (^) next to the notification area to reveal hidden icons.
3. Select Exit.
4. Wait until the Trend Micro icon disappears on the system tray.

Disable Trend Micro using the Diagnostic Toolkit

1. Press the Windows and R keys on your keyboard to open the Run window.
2. In the Open field, type supporttool.exe, then click OK.
3. Click Yes when the User Account Control Window appears.

   The Trend Micro Diagnostic Toolkit will open.

4. Click the (C) Uninstall tab.
5. Click 5. Stop all components.
6. Wait for 10 seconds or the Trend Micro icon  in the taskbar notification area to disappear.

Once Trend Micro is disabled, you can try to open the website again. If you cannot still log into the website while Trend Micro is disabled, it means that Trend Micro is not blocking it and it is not causing the issue. 

To turn on Trend Micro again, open the Trend Micro Diagnostic Toolkit again, then go to (C) Uninstall > 4. Start all components.

Hope this helps!

Hi @xjjeeper,

You can refer to the article about the pop-up error that you are getting from Trend Micro:

Fix "Email Defender cannot work" error

Hope this helps. If you still encounter the issue after doing the troubleshooting on the page I have provided, please let us know so that we can further check on it.

Thank you very much!

Hi @eho17,

I tried to check your records and it shows that you purchased a new Trend Micro Maximum Security license.

May I ask where you see the prompt that you need to renew?

Also, are you trying to add your devices to the new license? If you are adding your devices to the new license, you can change the serial number on the Trend Micro software. To do this, you can refer to the steps below:

For Trend Micro Maximum Security:

1. Open Trend Micro on your Windows computer.
2. Look at the bottom of the Trend Micro program window and find the expiry date.
3. Click on the expiry date. A new window will pop up.
4. In the new window, click on Change your activation code.
5. You'll be prompted to enter your new activation code. Type it in the provided field.
6. Click Next to confirm the change.
7. Finally, click Close.

For Trend Micro Mobile Security:

1. Open the Trend Micro Mobile Security app on your device.
2. Tap the three-dot menu icon (⋮).
3. Select Settings.
4. Navigate to Trend Micro Account > Account Control > Sign Out.
5. When prompted with Authentication Required, tap Continue.
6. Enter your password, then tap Sign Out. Note: Signing out will close the Mobile Security app.
7. Open the Mobile Security app again.
8. Tap Sign in to Use Your Current Subscription when prompted with Feeling Curious?.
9. Sign in with your Trend Micro Account credentials.
10. Tap Next when prompted with Use Available Subscription.
11. Select the license you want to use, then tap Use this subscription.

Hope this helps!

Hi @eho17,

I tried to check your records and it shows that you purchased a new Trend Micro Maximum Security license.

May I ask where you see the prompt that you need to renew?

Also, are you trying to add your devices to the new license? If you are adding your devices to the new license, you can change the serial number on the Trend Micro software. To do this, you can refer to the steps below:

For Trend Micro Maximum Security:

1. Open Trend Micro on your Windows computer.
2. Look at the bottom of the Trend Micro program window and find the expiry date.
3. Click on the expiry date. A new window will pop up.
4. In the new window, click on Change your activation code.
5. You'll be prompted to enter your new activation code. Type it in the provided field.
6. Click Next to confirm the change.
7. Finally, click Close.

For Trend Micro Mobile Security:

1. Open the Trend Micro Mobile Security app on your device.
2. Tap the three-dot menu icon (⋮).
3. Select Settings.
4. Navigate to Trend Micro Account > Account Control > Sign Out.
5. When prompted with Authentication Required, tap Continue.
6. Enter your password, then tap Sign Out. Note: Signing out will close the Mobile Security app.
7. Open the Mobile Security app again.
8. Tap Sign in to Use Your Current Subscription when prompted with Feeling Curious?.
9. Sign in with your Trend Micro Account credentials.
10. Tap Next when prompted with Use Available Subscription.
11. Select the license you want to use, then tap Use this subscription.

Hope this helps!

Hi @npenna2,

May I know what device are you using when your FaceTime drops out? 

You can also consider switching the network where your device is connected to check if it is an internet connection issue. If your device is connected to WiFi, I suggest that you switch to mobile data and check if your FaceTime will no longer drop while you are talking.

Hope this helps!

Hi @jelks5x6,

May I ask if you get an error message when Trend Micro blocks your devices? Please provide the exact error or a screenshot of the error message so we can check further on what you have encountered.

Thank you very much!

Hi @kieuquangkham,

Please try to restart the components of your Trend Micro. You can follow the steps below on how you can do this:

1. Press the Windows and R keys on your keyboard to open the Run window.
2. In the Open field, type supporttool.exe, then click OK.
3. Click Yes when the User Account Control Window appears.

   The Trend Micro Diagnostic Toolkit will open.

4. Click the (C) Uninstall tab.
5. Click 5. Stop all components.
6. Wait for 10 seconds or the Trend Micro icon in the taskbar notification area to disappear.
7. To turn it back ON, open the Trend Micro Diagnostic Toolkit again, then go to (C) Uninstall > 4. Start all components.

 Hope this helps!

Hi @brownies01,

Please follow the steps below on how you can activate your Trend Micro Mobile Security:

If you are activating for the first time

1. Go to Activation Portal.
2. Click the Get Started button.
3. Create a Trend Micro Account using your email address or phone number.
4. Provide a secure password, then click Next.
5. Type your First and Last Name to complete your profile, then click Next.
6. Enter your activation code, then put a check beside I have read and agree to the Trend Micro License Agreement. Click Next to proceed.
7. On your iPhone or iPad, open the Mobile Security app.
8. Select Settings, then sign in with the Trend Micro account you created.

If you have a new activation key

1. Go to the Activation Portal.
2. Below the Get Started button, click Or sign in to your Trend Micro Account link.
3. Sign in with your email address or phone number, then click Next.
4. Type your secure password, then click Next.
5. Enter your activation code, then put a check beside I have read and agree to the Trend Micro License Agreement. Click Next to proceed.
6. On your iPhone or iPad, open the Mobile Security app.
7. Select Settings, then sign in with your Trend Micro account.

NOTE: If you are already signed in, sign out of the app, then sign in again to update your subscription.

Hope this helps!

Hi @imcroque7,

May we ask for the exact name of the Trend Micro product you purchased so that we can verify the product that you have? Please provide the exact name indicated on the order confirmation email or the receipt you got after purchasing the product.

Hoping to hear from you very soon.

Thank you very much!