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


I purchased a Trend Micro program twice or a wrong product online, what should I do?
To resolve this issue, 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.

Note: 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.


I’m from Australia/New Zealand, how do I submit a cashback claim?
To submit a cashback claim, visit Trend Micro ANZ Online Cashback and fill-up the information needed.

Note: Make sure to install and activate your license before you apply for a cashback claim.


Common Issues
I did not receive an Order Confirmation Email
If you do not receive the email after 24 hours, Contact our Technical Support for assistance.

 

I did not receive my 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 our Technical Support to track your purchase.

     

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.

 

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 the Shopping Cart keeps telling me that it is empty though I already have indicated my order?
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.

 


Frequently Asked Questions
What are the list of accepted credit cards used for online purchases?
The Trend Micro Store only accepts purchases made from the following:

 

  • North America (United States, Canada, Guam, Puerto Rico, he Virgin Islands (US))
    The following credit cards are accepted:
    • Visa
    • MasterCard
    • American Express
    • Discover Card
    • Diners Club International
    • JCB

     

  • Asia Pacific (Australia, New Zealand, Singapore, Taiwan)
    The following credit cards are accepted:
    • Visa
    • MasterCard
    • American Express

     

  • Europe, Middle East and Asia
    The following credit cards are accepted:
    • Visa
    • MasterCard
    • American Express
    • Discover Card
    • Diners Club International

     


Note: 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.

 

Can I update my credit card details on my Trend Micro Account?
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

     

How much does it cost?
The latest price of Trend Micro products are always available on our online stores.
  1. New Purchase
    To purchase a new license, click your region below:
    North AmericaANZEMEAAsia Pacific

    Note: For others countries, you may go to www.trendmicro.com.

  2. Renewal
    For subscription renewals, refer to this Knowledge Base article: Renewing your Trend Micro program subscription.

 

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.

 

How can I check if my online purchase was successful?
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 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 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 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 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 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 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, 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.

 

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:

 

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 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: Sep. 05, 2016 9:53 PM (PST)
Solution ID: 1054505