Allen Malapit (TS-PH)

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 @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 @revba02, 

Your records show that you have the Standard Trend Micro Maximum Security subscription and it does not include the Premium Service Support. For the price of your last renewal, I have checked that it is auto-renewal, and for accounts enrolled in our auto-renewal, you will only get a 10-15% discount from the original price since our system will be the one that will renew for you.

Since your subscription will expire in a few days, I suggest you purchase the Trend Micro Maximum Security Bundle, including the Premium Service. You can check it through this link. Please be informed that you will be receiving a new activation code with this but since this is also a Trend Micro Maximum Security, you will just be changing the activation code on your devices. You can refer to the links below on how you can change the activation code:

How to Easily Change Your Trend Micro Activation Code on Windows

How to change Trend Micro activation key on iPhone or iPad

Hope this helps!

Hi @charliekthrn,

It will be much better if you gather information in Trend Business Community since you are having issues with big data servers and this forum is for home users. You can join their forum by going to the Trend Business Community website.

Hope this helps!

Hi @charliekthrn,

It will be much better if you gather information in Trend Business Community since you are having issues with big data servers and this forum is for home users. You can join their forum by going to the Trend Business Community website.

Hope this helps!

Hi @barnesy,

To turn off the Accidental Touch Protection, please follow the steps below:

1. Go to Settings
2. Tap display
3. Scroll down to Accidental Touch Protection to turn the feature off.

Hope this helps!

Hi @jhunsugay,

Trend Micro ID Protection is not bundled with Trend Micro Internet Security but you are still free to use the Trend Micro ID Protection. You can check this link to learn more about Trend Micro ID Protection.

Thank you!

Hi @admin432e79,

May I ask when was the last time that you received the monthly security report?

In the meantime, you can sign in to your Trend Micro account to view the Security Report. To do this, do the following:

1. Sign in on the Trend Micro Account website.
2. Click the Resources tab, then click the Go to Security Report button.