Unable to sign in to your Trend Micro Account

Know what to do if you are unable to sign in to your Trend Micro account.

This can happen because of the following:

  • You did not enter the correct email address and password
  • You purchased the Trend Micro program from Best Buy or from an Internet Service Provider (ISP)
  • You have not yet installed and activated your Trend Micro program
To resolve the issue, choose from the buttons below depending on your scenario:

 


You received an error message
You receive the following error message when you are logging into your Trend Micro Account:
Did not provide the right information
"You did not provide the right information. Please try again."
This can happen because of the following:
Retype your email address and your password. Ensure there are no extra spaces or duplicate characters.
To retrieve your forgotten email address, do the following:
  1. Go to Trend Micro Account.
  2. Click the Forgot which address you used before? link.
  3. Provide your Trend Micro serial number, then click Check Now.
To retrieve your forgotten password, do the following:
  1. Go to Trend Micro Account.
  2. Click the Forgot your password? link.
  3. Type the email address you used to register your program.
  4. Type the captcha or characters shown then click Retrieve.
    Click Retrieve

    You will be prompted to check your email to reset your account password.
    Check your email
  5. Log in to your email and open the email from Trend Micro.
  6. Click change your password now. A new window will open asking for your new password.
    Click change your password now
  7. Type your new password in the New password field.
  8. Retype your new password in the Confirm new password field.
    Your password should be between 8 and 50 characters long. Make sure to remember your password.
    Create a new password
  9. Click Update Password.
  10. Click Sign In.
    Password Changed
    If you cannot remember your password and you have already changed your email address, contact our Technical Support for assistance.
If you forgot your password and no longer have access to your old email address, contact our Technical Support for assistance.

You purchased the program from Best Buy or ISP
If you purchased your Trend Micro Security from Best Buy or from an Internet Service Provider (ISP), and your Trend Micro serial number starts with "T", contact Best Buy or your ISP respectively.
Note: Trend Micro Account is only available for customers who purchased directly from our online store and other retail stores.

Your program is not yet installed and activated
You must first install, then activate your Trend Micro Security for you to have a Trend Micro Account.
For instructions on how to install your Trend Micro Security, refer to this Knowledge Base article: Installing Trend Micro Security 2017.

 

Need additional help?
Our Support Team is ready to help you with your concerns.
Video Tutorial

Applies To: Antivirus for Mac - 2016;Antivirus for Mac - 2015;Antivirus+ Security - 2016;Antivirus+ Security - 2015;Antivirus+ Security - 2017;Internet Security - 2016;Internet Security - 2015;Internet Security - 2017;Maximum Security - 2016;Maximum Security - 2015;Maximum Security - 2017;Mobile Security for Android - All;Mobile Security for iOS - All;Password Manager - All;Premium Security - 2016;Premium Security - 2015;Premium Security - 2017;Titanium AntiVirus + - All;Titanium Internet Security - All;Titanium Maximum Security - All;Titanium Premium Security - All;

Last Updated: Jun. 12, 2017 9:24 PM (PST)
Solution ID: 1109945