The order confirmation email acts as your proof of purchase when you buy a Trend Micro program or service online. This is sent to the email address you provided in the Billing & Payment Information part of the purchasing process.

Below are some frequently asked questions (FAQs) about the Order confirmation email:

1.

How long does it take for the order confirmation email to be sent to me?

2.

What does the order confirmation email look like?

3.

What should I do if I do not receive an order confirmation email?

4.

What should I do if I have trouble downloading the program from my order confirmation email?

5.

Where can I find my program’s serial and order numbers in the order confirmation email?

6.

What should I do if my serial number is not in the order confirmation email?

7.

Where can I find the serial number for my free Carbonite online backup service? (For Asia-Pacific regions only)

8.

Where can I get instructions on downloading and installing my 2010 Trend Micro program other than the order confirmation email?

Note: If you have questions or concerns not listed above, try searching our Knowledge Base for solutions.

How long does it take for the order confirmation email to be sent to me?

The order confirmation email should take around three (3) hours to reach your mailbox. If you do not see it in your inbox, check your spam, bulk, or junk mail folders.

Back to top

What does the order confirmation email look like?

There may be slight differences in the way the order confirmation email looks, depending on your region.

Click on your region from the options below to see a sample of an order confirmation email:

·         North America

(includes the United States, Canada, Guam, Puerto Rica, and the Virgin Islands)

·         Asia-Pacific

(includes Australia, Hong Kong, India, Malaysia, New Zealand, and Singapore)

Back to top

What should I do if I do not receive an order confirmation email?

If you do not receive the email after 24 hours, contact Technical Support through either of the following:

·         Trend Micro Email Support

·         Trend Micro Chat Support

Back to top

What should I do if I have trouble downloading the program from my order confirmation email?

If you receive errors or are unable to proceed with the download when trying to follow the instructions in the order confirmation email, you can read Knowledge Base articles on how to download the 2010 Trend Micro programs.

To view the articles, select the program you are trying to download:

·         Trend Micro Internet Security Pro 2010 [Solution EN-1054420]

·         Trend Micro Internet Security 2010 [Solution EN-1054421]

·         Trend Micro AntiVirus plus AntiSpyware 2010 [Solution EN-1054422]

Note: If you are in the United States, you may want buy our Premium Installation Service to have a Trend Micro expert install the program for you. For more information, visit our Premium Installation Service site.

Back to top

Where can I find my program’s serial and order numbers in the order confirmation email?

You can find the order number and serial number for your new program at near the top of the email.

Refer to the screenshots below to see where this information can be found on the email, depending on your region:

Note: Click on the images to see larger versions.

For North America (United States / Canada / Guam / Puerto Rico / Virgin Islands):

For Asia-Pacific (Australia, Hong Kong, India, Malaysia, New Zealand, Singapore):

Back to top

What should I do if my serial number is not in the order confirmation email?

If no serial number appears in your order confirmation email, this usually means you have purchased a renewal of your existing subscription. In this case, the serial number from your previous purchase will carry over into the renewal and upgraded version.

If this issue occurs and you have not purchased a renewal, check your purchase information at the Trend Micro Online Store.

If you are still unable to find your serial number, send a copy of the order confirmation email to Technical Support through either of the following:

·         Trend Micro Email Support

·         Trend Micro Chat Support

Back to top

Where can I find the serial number for my free Carbonite online backup service? (For Asia-Pacific regions only)

You can find the serial number for Carbonite below your Trend Micro serial number under the Your Order and Billing Information section.

Click on the image to see a larger version.

You may see multiple serial numbers for Carbonite. Each is good for one (1) computer.

For more information on the Carbonite Online Backup Service, see the frequently asked questions (FAQs) article from our Knowledge Base, solution EN-1038508.

Back to top

Where can I get instructions on downloading and installing my 2010 Trend Micro program other than the Order confirmation email?

For detailed instructions on how to download and install your Trend Micro program, please click on the appropriate link for your product from the table below:

Note: If you are in the United States, you may want buy our Premium Installation Service to have a Trend Micro expert install the program for you. For more information, visit our Premium Installation Service site.

Back to top

Related Information:

·         Trend Micro Online Store: Frequently Asked Questions

·         How to use the Shopping Cart when purchasing online [EN-1054504]

·         How to fill up and submit the Billing and Payment Information section when purchasing online [EN-1054503]