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Frequently asked questions (FAQs) about purchasing Trend Micro products online

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

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What are the list of accepted credit card used for online purchase?

Check this Knowledge Base article for the list of credit cards accepted by Trend Micro Online Store per region or country: List of credit cards accepted by Trend Micro Online Store.
If your credit card is not on the list or if you do not have a credit card, you can buy our programs from the retail stores.

 

How much does it cost?

The latest price of Trend Micro products are always available on our online stores.
For subscription renewals, refer to this Knowledge Base article: Renewing your Trend Micro program subscription.
For purchasing a new subscription, refer to this Knowledge Base article: Purchasing Trend Micro Security software.

 

How do I purchase a Trend Micro program online?

To purchase a new license for the latest versions of Trend Micro programs, choose your region below:
North America (United States / Canada / Guam / Puerto Rico / Virgin Islands)
  1. Go to the Trend Micro Online Store.
  2. Select the product you want to buy, then click Add to Cart.
    Select the product you want to purchase
  3. Choose if you want to add the Premium Service Plan.
    Add Premium Service Plan
    Note: Prices are subject to change without prior notice.
    • To add the Premium Service, click Yes Upgrade.
    • If you do not want the Premium Service, Click No, Thank You.
  4. Review the items that you added in the Shopping Cart.
    Review Your Order
    Note:For instructions on how to use the Shopping Cart, refer to the section: How do I use the Shopping Cart?.
    • Customers can get coupon codes on campaign promotional emails and other promotional events.
  5. Fill out the Billing and Payment Information page.
    Billing Information
  6. Read the Auto Renewal Plan Terms, then click I Agree & Continue.
    Auto Renewal Terms and Conditions
    To remove the Auto Renewal, do any of the following:
    1. Click Auto-Renewal Plan ON under the Product name.
    2. Click Yes, please keep me protected to enable Auto-Renew.
    3. Click No, thanks. I’ll renew my license when it expires to disable Auto-Renew.
    4. Click Continue Checkout.
  7. Once you have approved the payment, you will receive an Order Confirmation Email as proof of your purchase.
  8. Install your Trend Micro Security program. Follow the instruction in the order confirmation email or follow the instructions in the link below:
Note: If you encounter problems when purchasing online, contact our Technical Support for assistance.
Europe / Middle East / Africa
  1. Go to the Trend Micro Online Store.
  2. Select the product you want to buy.
    Choose the program you want to purchase
  3. Select the number of years you want to subscribe and the number of computers you want to protect, then click Buy now.
    Select the number of years and computers
  4. Review the items that you added in the Shopping Cart, then click Place Secure Order.
    Review your order
    Note:For instructions on how to use the Shopping Cart, refer to the section: How do I use the Shopping Cart?.
    • Customers can get coupon codes on campaign promotional emails and other promotional events.
  5. Fill out the Billing and Payment Information page.
    Billing and payment information
    For on how to do this, refer to the section: How to fill out and submit the Billing & Payment Information form when purchasing online
    Note: You can tick I have read and agree to the auto-renewal plan terms and chargesif you want to subscribe the Auto Renewal plan.
    Auto Renewal Plan
  6. Accept the End User License Agreement, then click Continue.
    Accept the End User License Agreement
  7. Once you have approved the payment, you will receive an Order Confirmation Email as proof of your purchase.
  8. Follow the instruction in the order confirmation email to install your Trend Micro program.
Note: If you encounter problems when purchasing online, contact our Technical Support for assistance.
Australia / New Zealand
  1. Go to the Trend Micro Online Store.
  2. Select the product you want to buy, then click Buy.
    Buy Maximum Security
  3. Select the number of years you want to subscribe, then click Buy Now.
    Select number of years
    Note: Prices are subject to change without prior notice.
  4. Review the items that you added in the Shopping Cart, then click Checkout.
    Checkout page in ANZ
    Note:For instructions on how to use the Shopping Cart, refer to the section: How do I use the Shopping Cart?.
    • Customers can get coupon codes on campaign promotional emails and other promotional events.
  5. Fill out the Personal Information page.
    For instructions on how to do this, refer to the section: How do I fill out and submit the Billing & Payment Information form?
  6. Tick End User License Agreement I have read and agree to its terms, then click Place Secure Order.
    Accept the End User License Agreement
  7. Once you have approved the payment, you will receive an Order Confirmation Email as proof of your purchase.
  8. Install your Trend Micro Security program. Follow the instruction in the order confirmation email or follow the instructions in the link below:
Note: If you encounter problems when purchasing online, contact our Technical Support for assistance.
Asia-Pacific (Hong Kong / India / Malaysia / Singapore)
  1. Go to the Trend Micro Online Store.
  2. Select the product you want to buy, then click Buy & Download.
    Choose the program you want to purchase
  3. Select the number of years you want to subscribe and the number of computers you want to protect, then click Buy Now.
    Choose the number of years
  4. Review the items that you added in the Shopping Cart, then click Check Out.
    Review your order
    Note:For instructions on how to use the Shopping Cart, refer to the section: How do I use the Shopping Cart?.
    • Customers can get coupon codes on campaign promotional emails and other promotional events.
  5. Fill out the Billing / Payment Information page.
    For instructions on how to do this, refer to the section: How do I fill out and submit the Billing & Payment Information form?
  6. Accept the End User License Agreement, then click Place Secure Order.
    Accept the End User License Agreement
  7. Once you have approved the payment, you will receive an Order Confirmation Email as proof of your purchase.
  8. Install your Trend Micro Security program. Follow the instruction in the order confirmation email or follow the instructions in the link below:
Note: If you encounter problems when purchasing online, contact our Technical Support for assistance.

 

How do I fill out and submit the Billing & Payment Information form?

The Billing & Payment Information section comes after confirming your order on the Trend Micro Online Store's Shopping Cart. On this page, you will need to type in your credit card details so you can purchase your Trend Micro program online. The Billing & Payment Information section may look slightly different depending on your region. Select your region from the options below to learn how to fill out and submit the form:
For North America (United States / Canada / Guam / Puerto Rico / Virgin Islands):
Below is an image of the Billing and Payment Information page for the North American region:
Billing and Payment Information
To fill up this form and secure your order, follow the steps below if you are using a credit card:
Note: If you prefer to use PayPal for your online purchase, follow the instructions in this Knowledge Base article instead: Purchasing Trend Micro programs or renewals online using PayPal account (North America only) .
  1. Complete the items under the Enter Billing Information section.
    Billing Information
    Make sure to:
    • Enter your credit card billing information exactly as it appears on your credit card statement.
    • Fill up all required fields, which are indicated by asterisks (*).
    • Type the area code before the telephone number for the Phone Number field.
    • Double-check that the addresses given in the Email Address and Verify Email Address fields are exactly the same.
  2. Complete the items under the Payment Information section.
    Payment Information
    1. Select Credit Card and type your credit card number into the field provided without spaces or dashes.
    2. Select the month and year of your credit card's expiration date as it appears on the face of your credit card.
    3. Type in the Card Security Code, which is a three- or four-digit code found on the back of VISA, MasterCard, and Discover cards and on the front of American Express cards.
      Credit Card
  3. Read and accept the End User License Agreement. Make sure to:
    • Click the red End User License Agreement link to read the license agreement.
    • Tick the checkbox beside End User License Agreement: I have read and agree to its terms.
  4. Double-check all the information you entered in the previous sections.
  5. Click Place Secure Order.
    Place Secure Order
  6. Wait while your order is processed, until a window appears to confirm your purchase. You will also receive an order confirmation email.
For Asia-Pacific (Australia, New Zealand, Hong Kong / India / Malaysia / Singapore):
Below is an image of the Billing and Payment Information page for the Asia-Pacific region.
Enter Billing Information
To fill up this form and secure your order, follow the steps below:
  1. Complete the items under the Enter Billing Information section.
    Billing Information
    Make sure to:
    • Enter your credit card billing information exactly as it appears on your credit card statement.
    • Fill up all required fields, which are indicated by asterisks (*).
    • Type the area code before the telephone number for the Phone Number field.
    • Double-check that the addresses given in the Email Address and Verify Email Address fields are exactly the same.
    • Enter a password that is 6 to 16 characters long.
  2. Complete the items under the Payment Information section.
    Payment Information
    1. Select Credit Card and type your credit card number into the field provided without spaces or dashes.
    2. Select the month and year of your credit card’s expiration date as it appears on the face of your credit card.
    3. Type in the Card Security Code, which is a three- or four-digit code found on the back of VISA, MasterCard, and Discover cards and on the front of American Express cards.
      Credit Card
  3. Tick the box under the Additional Information section if you want to receive email updates from Trend Micro. If not, remove the tick.
  4. Read and accept the End User License Agreement.
    • Click the red End User License Agreement link to read the license agreement.
    • Tick the checkbox beside End User License Agreement: I have read and agree to its terms.
  5. Double-check all the information you entered in the previous sections.
  6. Click Place Secure Order.
    Place Secure Order
  7. Wait while your order is processed, until a window appears to confirm your purchase. You will also receive an order confirmation email.

 

How do I use the Shopping Cart?

The Trend Micro Online Store's Shopping Cart shows you a list of the items you will be purchasing. This page appears before you fill up your credit card and billing information, giving you a chance to edit or add to your order before paying for it. The Shopping Carts for different regions may appear differently.
Below are some frequently asked questions on using the Shopping Cart. Please select your question from the options under your region:
Note: If you have questions or concerns not listed above, try searching our Knowledge Base for solutions.
For North America (United States, Canada, Guam, Puerto Rico, and the Virgin Islands):
  • What does the Shopping Cart look like?
    The image below shows you the Shopping Cart page for North America. On this page, you will be able to see which products you are buying before proceeding to the payment step.
    Shopping Cart
  • What is Auto-Renew, and how do I turn it off?
    AutoRenew (also known as AutoRenew or automatic renewal) is a service that extends your license automatically when it is about to expire.
    This is enabled by default, as you can see in the image below:
    To turn the service off, do the following:
    Auto Renewal Plan ON
    1. Click Auto-Renewal Plan ON.
    2. On the window that appears, click No, thanks. I'll renew my license when it expires.
      Auto Renew Information
    3. Once done, verify that the Auto-Renew status is displayed as "OFF".
      Auto Renewal Plan OFF
  • How to I remove an item from my Shopping Cart?
    To remove an item from your Shopping Cart, click on the trash can icon to the left of the product, and the page will refresh itself, removing that item from the list.
    Remove an item from Shopping Cart
  • What is the optional Download Protection Service?
    Optional Download Protection Service
    Purchasing the Download Protection Service (seen above) gives you access to your download and serial key for one (1) year. This service is useful in the following situations:
    • Problems with your PC cause you to lose your programs and data
    • Your PC is stolen or damaged
    • You need to reinstall your software
  • Why am I being offered a backup CD?
    A backup CD is a copy of the installation file you will need to install your Trend Micro program. Once purchased, this will be delivered to the address you specify; the backup CD cannot be purchased on its own. To buy this, click on the Add button.
    Backup CD Protect Your Purchase
    Note: The backup CD is only available for the 32-bit versions of Windows XP, Windows Vista, Windows 7, Windows 8 and Windows 8.1. For the 64-bit version, download the file from our Product Pages and then create a backup copy.
  • What do I get out of the Premium Service Plan?
    Avail of the offer to optimize your PC protection with a Premium Service Plan to add two Premium Service offerings with your Trend Micro program. The Premium Services offered with this package are:
    • Virus Removal Service: resolve any issues caused by security threats on your computer.
      Virus Removal Service
    • Security Health Check Service: configure your computer’s settings to optimize your protection from security threats.
    To purchase this package, click on the Add button. Purchasing the Premium Service also gives you priority support 24/7. To learn more about Premium Services, visit Premium Support Official Page and select your region.
  • What is the promotional code, and should I be typing anything into the field provided?
    If you are given a promotional or promo code by an authorized Trend Micro representative, you can type it into the field shown above then click Apply.
     Apply Promotional Code
    Note: If you did not receive a promotional code, ignore this section.
  • What should I do once I am ready to proceed to the next step of my purchase?
    Once you are done, click on the Continue Checkout or I Agree & Continue button.
    Auto Renewal Plan Terms
    This will bring you to the Order Review section, where you will be asked to review the details of your order such as Billing Name, Billing Address, Payment Method and Products in the Order Summary. Click Place Secure Order once done.
For Asia-Pacific (Australia, New Zealand, Hong Kong, India, Malaysia, and Singapore)
  • What does the Shopping Cart look like?
    The image below shows you the Shopping Cart page for the Asia-Pacific region. On this page, you will be able to see which products you are buying before proceeding to the payment step.
    Shopping Cart
  • What is Auto-Renew, and how do I turn it off?
    AutoRenew (also known as AutoRenew or automatic renewal) is a service that extends your license automatically when it is about to expire.
    This is enabled by default, visit your Trend Micro My Account to check the automatic renewal status and to opt-out from automatic renewal setting of the program.
  • How to I remove an item from my Shopping Cart?
    To remove an item from your Shopping Cart, click on the trash can icon to the left of the product, and the page will refresh itself, removing that item from the list.
    Remove item from Shopping Cart
  • What is the optional Download Protection Service?
    Purchasing the Download Protection Service (seen below) gives you access to your download and serial key for one (1) year. This service is useful in the following situations:
    • Problems with your PC cause you to lose your programs and data
    • Your PC is stolen or damaged
    • You need to reinstall your software
  • Why am I being offered a backup CD?
    A backup CD is a copy of the installation file you will need to install your Trend Micro program. Once purchased, this will be delivered to the address you specify; the backup CD cannot be purchased on its own. To buy this, click on the Add Now button.
    Add CD Package
    Note: The backup CD is only available for the 32-bit versions of Windows XP and Windows Vista. For the 64-bit version, download the file from our Product Pages and then create a backup copy.
    What do I get out of the Premium Service Plan?
    Avail of the offer to optimize your PC protection with a Premium Service Plan to add two Premium Service offerings with your Trend Micro program. The Premium Services offered with this package are:
    • Virus Removal Service: resolve any issues caused by security threats on your computer.
    • Security Health Check Service: configure your computer’s settings to optimize your protection from security threats.
    To purchase this package, click on the Add button. Purchasing the Premium Service also gives you priority support 24/7. To learn more about Premium Services, visit Premium Support Official Page and select your region.
  • What is the promotional code, and should I be typing anything into the field provided?
    If you are given a promotional or promo code by an authorized Trend Micro representative, you can type it into the field shown above then click Apply.
    Promotional Code
    Note: If you did not receive a promotional code, ignore this section.
  • What should I do once I am ready to proceed to the next step of my purchase?
    Once you are done, click on the Checkout button.
    Checkout
    This will bring you to the Billing & Payment Information section, where you will be asked to provide your credit card details. For help with filling up the form, refer to "How to fill out and submit the Billing & Payment Information form when purchasing online".

 

How do I submit a cashback claim for online purchase (ANZ)?

Check this knowledge base article for instructions: Submitting a cashback claim for online purchase (ANZ).

 

How can I check if my online purchase was successful?

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 5 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.

 

Where can I find the details of my online purchase?

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 5 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.

 

What should I do if I need a copy of my invoice?

If you either did not receive or accidentally deleted your Order Confirmation email, visit Digital River’s Customer Service page and 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 5 digits of your credit card
  • If your search results in “No order found” and you were billed for the purchase, send any of the information below to our Technical Support.
    • Serial Number
    • Order Number
    • E-mail address

 

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.

 

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 for assistance.

 

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 near the top of the order confirmation email.

 

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 for assistance.

 

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

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:

 

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 and install your Trend Micro programs.
To view the articles, select the program you are trying to download:

 

What should I do if I did not receive the serial number?

To resolve this issue, follow the steps below the scenario that best applies to you:
  • 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.
  • 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 five digits of your credit card
        Serial Number Find MyOrder
    3. Check your new serial number in the Order Details section.
    If you cannot log in to findmyorder.com, contact Trend Micro Technical Support through the following channels to track your purchase:

 

What is the Extended Download Service?

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, please follow the steps below:
  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.

 

What should I do if I accidentally purchased a Trend Micro program twice?

If you were double-charged, you can file for a refund as long as it is covered within Trend Micro’s 30-day refund policy.
To do this, prepare the Order Confirmation email of the specific order you would like to refund.
If you have recently made the purchase and have not exceeded 30 days after the purchase, you can directly process the refund from Digital River’s customer service website. You will need to provide your order number and password.

 

What should I do if I purchased a wrong product online?

To resolve this issue, do either of the following:

 

What should I do if the shopping cart keeps telling me that it is empty though I already have indicated my order?

To resolve this issue, do either of the following:
Clear the cache of your Internet browser. Follow the steps in this Knowledge Base article: Clearing a web browser's cache.
If the issue persist even after clearing your Internet browser's cache, contact our Technical Support:

 

Can I Update My Credit Card Details On Trend Micro Account (MyAccount)?

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.
Note: If you encounter issues updating your billing information, refer to this Knowledge Base article: Updating your billing information.
Need Help? Contact our Technical Support and they will help you with the purchase over the phone.
Video Tutorial

Applies To: Antivirus+ Security - 2015;Antivirus+ Security - 2016;Internet Security - 2015;Internet Security - 2016;Maximum Security - 2015;Maximum Security - 2016;Premium Security - 2015;Premium Security - 2016;Titanium AntiVirus + - All;Titanium Internet Security - All;Titanium Internet Security for Dell - All;Titanium Internet Security for Mac - All;Titanium Maximum Security - All;Titanium Premium Security - All;Titanium Security for Netbooks - 2.2;Titanium Smart Surfing for PC - 2011;

Last Updated: Mar. 18, 2016 12:15 AM (PST)
Solution ID: 1054505