"Unable to continue - Error code #98000006 | #98000004" appears when activating your Mobile Security

You receive either of the following error messages when activating your Mobile Security:

"Unable to continue - Error code #98000006"

"Unable to continue - Error code #98000004"

To resolve this issue, do the following:

STEP 1: Delete the seat occupied by the device through your MyAccount
  1. Go to Trend Micro Account.
  2. Type your Trend Micro Account email address and password, then click Sign In.
  3. Look for your active Mobile Security subscription from the list.
  4. Click the X icon next to the device affected with the error message.
  5. Click Disable Now to confirm the removal.

STEP 2: Reactivate your Mobile Security app
For iOS devices
  1. On your iOS device, open Mobile Security.
  2. Tap Settings.
  3. Tap Set Up Account.
  4. Sign in to your Trend Micro account to activate your app.
For Android devices
  1. On your Android device, open Mobile Security.
  2. On the bottom part, tap Buy / Activate.
  3. Tap Use Activation Code, then enter your serial number.
  4. Tap OK.
  5. Sign in to your Trend Micro account to activate your app.
If you still encounter the error message after performing all the steps above, contact our Technical Support for assistance.
Video Tutorial

Applies To: Mobile Security for Android - 8;Mobile Security for iOS - 5;

Last Updated: Apr. 25, 2017 5:50 AM (PST)
Solution ID: 1117117