Frequently Asked Questions (FAQs) about purchasing Trend Micro products online

This article answers frequently asked questions about purchasing Trend Micro programs online.

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Wrong Purchases

To resolve this issue, you can file for a refund as long as it is covered within Trend Micro’s 30-day refund policy.
  1. Prepare the Order Confirmation Email of the specific order you would like to refund.
  2. Login through Digital River’s customer service website.
  3. Provide either of the following:
    • Order Number and password
    • Email Address and the last 4 digits of your credit card
  4. Click Find.
  5. Choose the Request a Return option to submit your refund request.
If you purchased a wrong product, you can also request a product swap from Trend Micro Technical Support. Contact our Technical Support and request for a product swap.

Cashback

To submit a cashback claim, visit Trend Micro ANZ Online Cashback and fill-up the information needed.
Make sure to install and activate your license before you apply for a cashback claim.

Common Issues

If you do not receive the email after 24 hours, Contact our Technical Support for assistance.
To resolve this issue, follow the steps below for the scenario that best applies to you:
SCENARIO 1: I have not received any Order Confirmation email with my new serial number.
If you have not received an Order Confirmation email regarding the renewal that you have purchased, you may have accidentally typed the wrong email address when you bought the program online.
The Order Confirmation email is sent to the email address that you used during the purchase.
SCENARIO 2: I received an Order Confirmation email but the serial number is missing or is not provided.
If you have received the Order Confirmation email and the link for the serial number is missing, this may be due to a server issue.
Order Confirmation email

To resolve this issue, access and track your purchase using the Digital River website. Do the following:
  1. Go to findmyorder.com.
  2. Type either of the following:
    • Your Order Number and password
    • Your email address and the last 4 digits of your credit card.
  3. Check your new serial number in the Order Details section.
    Serial Number Find MyOrder
If you cannot log in to findmyorder.com, Contact our Technical Support to track your purchase.
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 for assistance.
If you receive errors or are unable to proceed with the download, see below the download links for your installer:
Serial Number Starts with 'X'
Maximum Security
Serial Number Starts with 'P'
Internet Security
Serial Number Starts with 'A'
Antivirus+ Security
Serial Number Starts with 'M'
Antivirus for Mac
To resolve this issue, clear the cache from your internet browser. Do the following:
For Internet Explorer
  1. On your keyboard, press the Windows + R keys.
  2. In the Open field, type "Control Panel". Control Panel window should open.
  3. Click Internet Options from the list.
  4. Click Delete. The Delete Browsing History window will appear.
  5. Click Delete all.
  6. Click Yes when you are asked to confirm if you want to delete your cache, then click OK.
For Google Chrome
  1. Click the Chrome menu Chrome menu on the browser toolbar.
  2. Select Tools.
  3. Select Clear browsing data.
  4. In the dialog that appears, select the items that you want to remove.
  5. Use the menu at the top to select the amount of data that you want to delete. 
  6. Select beginning of time to delete everything.
  7. Click Clear browsing data.
For Mozilla Firefox
  1. Open your Firefox browser.
  2. Click Tools, then select Options.
  3. Click Advanced.
  4. Click the Network tab.
  5. Click Clear Now in the Offline Storage section.
  6. Click OK to close the Options window.
For Microsoft Edge
  1. Open your Microsoft Edge browser.
  2. Click on the More Actions menu with three dots, then select Settings.
  3. Below Clear Browsing Data, click Choose what to clear.
  4. Select the data that you want to delete.
  5. Click Clear.
If the issue persist even after clearing your Internet browser's cache, Contact our Technical Support for assistance.

Purchase Details

The Trend Micro Online Store accepts purchases made from the following:
North America (United States, Canada, Guam, Puerto Rico, Virgin Islands (US))
  • Visa
  • MasterCard
  • American Express
  • Discover Card
  • Diners Club International
  • JCB
Asia Pacific(Australia, New Zealand, Singapore, Taiwan)
  • Visa
  • MasterCard
  • American Express
Europe, Middle East and Africa
  • Visa
  • MasterCard
  • American Express
  • Discover Card
  • Diners Club International
If you are located in another country other than the ones listed above, go to our Worldwide Contacts page and look for your country for more information.
Changing the credit card details is unavailable on the Trend Micro Account portal. You need to manually renew your subscription in advanced if you want to register a new credit card or contact Digital River which is Trend Micro's authorized online reseller and merchant of record.
Note: Digital River does not have an online form to update your billing information.
North America
  • US/Canada: 1-952-646-5980
Asia Pacific
  • Australia: 1-300-730-160
  • New Zealand: 0-800-507-902
South-East Asia
  • Singapore: 1-800-888-6868
  • Malaysia: 0-800-1301-642
Europe
  • United Kingdom: 0870-443-2145 (+353-61-230-419)
  • Denmark: 7014-3098
  • France: 0975-182-967 (+353-61-230-422)
  • Germany: 0221-8282-9110 (+353-61-230-424)
  • Italy: 0199-243-101 (+353-61-230-425)
  • Netherlands: 085-888-1628 (+31-85-888-1628)
  • Norway: +47-8522-8887
  • Spain: 0902-848-277 (+353-61-230-426)
  • Sweden: 075-240-0676
The latest price of Trend Micro products are always available on our online stores.
New Purchase
To purchase a new license, click your region below:
North AmericaANZEMEAAsia Pacific
For countries not mentioned, you may go to www.trendmicro.com.
Renewal
For subscription renewals, refer to this Knowledge Base article: Renewing your Trend Micro program subscription.
To get the details of your online purchase, do the following:
  1. Go to findmyorder.com.
  2. Provide either one of the following:
    • Your Order Number and password
    • Your email address and the last 4 digits of the credit card you used for the purchase
      findmyorder website
  3. Click Find. You will see the details of your order such as the name and serial number of the product you purchased.
To confirm if your purchase was completed, do the following:
  1. Check whether the Order confirmation e-mail has been sent to your Bulk/Spam email folder by mistake.
  2. If the email is not in your Bulk/Spam email folder, you can also check your order by visiting Digital River's customer service website or at findmyorder.com. Digital River is one of our official online resellers.
    Type in the following information by using the second option in the image below:
    • Your email address.
    • The last 4 digits of your credit card.
      Digital River login
  3. If your order does not appear, then it is highly possible that the order did not push through. To further verify this, contact your credit card institution and check the purchase.
  4. If there is a charge for a purchase in your credit card billing statement for a Trend Micro product, send a scanned copy of your credit card receipt or bank statement to Consumer Support.
You can find the order number and serial number for your new program near the top of the order confirmation email.
The number of devices covered by your license depends on the Trend Micro program you purchased.
To check how many computers your license covers, do any of the following:
OPTION 1: Sign in using your Trend Micro Account
  1. Go to Trend Micro Account.
  2. Type your email address and password, then click Sign In.
  3. Under the product you have purchased and activated, the number of boxes indicates the number of devices your license covers.
OPTION 2: View your order details through findmyorder.com
  1. Go to findmyorder.com.
  2. Type either of the following:
    • Your Order Number and password
    • Your email address and the last 4 digits of your credit card
  3. Click Find.
  4. The number of devices your license covers will be under the Serial Number/Activation Key section.
If you either did not receive or accidentally deleted your Order Confirmation email, visit Digital River’s Customer Service pageand try to retrieve your purchase information. Do the following:
  • On the Customer Service page, click Order Information section and go to How do I get a copy of my invoice?. Follow the instructions provided and when a purchase information is required, provide any of the following listed below:
    • Order Number and Password
    • E-mail address and the last 4 digits of your credit card
  • If your search results in “No order found” and you were billed for the purchase, provide any of the information below to our Technical Support.
    • Serial Number
    • Order Number
    • E-mail address
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.
The Extended Download Service is a paid service offered by our online reseller Digital River for downloadable purchases. This enables you to make multiple downloads of Trend Micro's products purchased in a single order for a period of two (2) years after the date you purchased the service. This service can be selected on the shopping cart page together with the Trend Micro products you are purchasing.
For more information on this service and for other services that Digital River provides, please visit their Consumer Customer Service page.
To download your Trend Micro program using the Extended Download Service, do the following:
  1. Go to the Digital River Customer Service Find Your Order page.
    Note: You can also check this solution for additional instructions: How to re-download the installer for a Trend Micro product.

  2. Type your order number and password in the Quick Order Lookup section, then click Submit. Your purchase details will appear.
  3. Click Begin Download in the Product Name section of the program you want to re-download.
  4. Click Save on the File Download window. The Save As window will appear.
  5. Select Desktop as the location of your download, then click Save.
  6. Go to your desktop after the download, then double-click the installer file to start the installation.
For detailed instructions on how to download and install your Trend Micro program, click on the appropriate link for your product from the table below:
Video Tutorial

Applies To: Antivirus for Mac - 2017;Antivirus+ Security - 2015;Antivirus+ Security - 2016;Antivirus+ Security - 2017;Internet Security - 2015;Internet Security - 2016;Internet Security - 2017;Maximum Security - 2015;Maximum Security - 2016;Maximum Security - 2017;Premium Security - 2015;Premium Security - 2016;Premium Security - 2017;Titanium AntiVirus + - All;Titanium Internet Security - All;Titanium Maximum Security - All;Titanium Premium Security - All;

Last Updated: Apr. 26, 2017 3:06 AM (PST)
Solution ID: 1054505