Unable to activate Mobile Security app

You are having trouble activating your Mobile Security app.

You encounter any of the following issues when you activate your Mobile Security:

  • You receive the error message: "Unable to continue - Error code #98000006".
  • You receive the error message: "Unable to continue" after clicking Accept.
  • Signing in to your account creates a trial subscription instead of an existing paid subscription.
To resolve your 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.
Need additional help?
Our Support Team is ready to help you with your concerns.
Applies To: Mobile Security for Android - 8;Mobile Security for iOS - 5;

Last Updated: Aug. 15, 2017 5:23 AM (PST)
Solution ID: 1117117