Trend Micro Security subscription was not extended after renewal

You renewed your subscription but your Trend Micro Security does not reflect the renewal and/or still says it is about to expire.​

The expiration date of your Trend Micro subscription will automatically extend after the renewal purchase has been confirmed. This can take 24 to 48 hours to reflect on your subscription and Trend Micro program. If the expiration date remains unchanged after 48 hours from your renewal purchase, do the following:
  1. Make sure you have an Internet connection.
    • Verify that your computer can access the Internet.
    • Verify that your connection is not getting intermittent or timing out.
  2. Check the serial number of your Trend Micro Security by doing the following:
    1. Double-click the Trend Micro icon on your desktop to open the main console of your Trend Micro Security.
    2. Click the expiry date at the bottom of the main console.
      Protection Expires Soon
      This will open the Subscription Information window and will do a subscription update.
    3. Look for the serial number.
      Subscription Information
  3. Compare the serial number with the one found on your Order Confirmation email or your Trend Micro program.
    • If the serial number is the same, check if the expiry date has been extended.
      If the serial number on your Trend Micro Security is the same with the one in your Order Confirmation email and your subscription is still not extended after 48 hours, prepare the following details then contact our Technical Support.
      • Serial number
      • Order number
      • Email address
    • If the serial number is different, check if the serial number found on the Order Confirmation email is compatible with the Trend Micro program currently installed on your computer.
      Serial Number FormatTrend Micro program version
      Serial numbers starts with "A" Antivirus+ Security
      Serial numbers starts with "TA" Antivirus+ Security (Best Buy)
      Serial numbers starts with "P" Internet Security
      Serial numbers starts with "D" Internet Security for DELL
      Serial numbers starts with "TO" Internet Security (Best Buy)
      Serial numbers starts with "X" Maximum/Premium Security
      Serial numbers starts with "M" Antivirus for Mac

      Do either of the following:
      • If the serial number is compatible, click Change your Serial Number, then enter your new serial number and email address registered with your Trend Micro Account (My Account).
      • If your serial number is not compatible with the program installed on your computer, do the following:
        1. Uninstall your current software using the Trend Micro Diagnostic Toolkit.
        2. Download and install the correct software:
          Serial Number FormatTrend Micro program version
          Serial numbers starts with "A" Antivirus+
          Serial numbers starts with "TA" Antivirus+ (Best Buy)
          Serial numbers starts with "P" Internet Security
          Serial numbers starts with "TO" Internet Security (Best Buy)
          Serial numbers starts with "X" Maximum Security / Premium Security
          For Mac
          Serial numbers starts with "M" or "X"
          Antivirus for Mac
Applies To: Antivirus for Mac - 2015, Antivirus for Mac - 2016;Antivirus for Mac - 2017;Antivirus+ Security - 2015;2016;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;

Last Updated: Jul. 14, 2017 12:44 AM (PST)
Solution ID: 1104390