Frequently Asked Questions about Product Registration

Support
Solution ID Last Updated
0116326 Date : 2014/02/28 Time:6:45 AM , (PST)


Product/Version Platform
All Products;
Not Applicable - N/A

Problem Description

This solution answers the most frequently asked questions (FAQs) about the Customer Licensing Portal (CLP) of Trend Micro.
Note: For customers in Australia and New Zealand, click here.

Solution

Find the answers below:
How do I register my Trend Micro product?
To register:
  1. Open a web browser and then log in to the Customer Licensing Portal.
  2. Click the Register Your Product button.
    The Enter Registration Key window will appear.
  3. Enter the product key.
    The Activation Code (AC) will be sent via email.
What should I do if I encounter errors in accessing the site?
To resolve the issue:
  1. Close all Internet browsers.
  2. Double-click the Internet Explorer icon on your desktop.
  3. Click Tools > Internet Options > General.
  4. Under Temporary Internet Files, click Delete Files. Make sure to delete offline content as well.
What is a Registration Key?
The Registration Key (RK) is used to register and to get an activation code or serial number. It will be sent to you via e-mail when you purchase your Trend Micro product. You will be prompted for the RK during product installation.
A Registration Key consists of two letters, followed by four groups of four digits or 22 digits in all, including hyphens.
Example: PC-xxxx-xxxx-xxxx-xxxx
A Registration Key is not case-sensitive.
Can I use the Registration Key to activate my product?
No, the Registration Key is used to create an account and register your product. Once registered, you will be sent an Activation Code, which you can then use to activate the product.
What is a trial version Registration Key?
This key is used for activating the trial versions of all Product Registration (PR)-enabled products. Upon registration of this key, a trial version Activation Code (AC) will be generated. PR-enabled products need an AC so that the update and scanning features will not be disabled.
This is different from Trend Micro legacy products, which automatically enable the 30-day trial period when no serial number (SN) is specified during installation.
What is an Activation Code?
An Activation Code is used to enable your Trend Micro product. Without the AC, these products will still be installed, but their update and scanning features will be disabled.
What does an Activation Code look like?
An Activation Code (AC) consists of two letters followed by four numbers, and then by five groups of five numbers, or 37 digits in all, including hyphens.
Example: PC-xxxx-xxxxx-xxxxx-xxxxx-xxxxx-xxxxx
What should I do if my Activation Code is stolen?
Contact Trend Micro immediately to report a lost or stolen Activation Code. Trend Micro will invalidate the code and provide a replacement to the rightful licensee.
Do Activation Codes expire?
Activation Codes are associated with the user's license and maintenance period. The maintenance period is typically one year, but various time limits are possible.
Therefore, Activation Codes are permanent for as long as customers have renewed their license and maintenance.
How can I replace a lost Activation Code?
If you have already registered with Trend Micro and set up an account, do the following:
  1. Log in to the Customer Licensing Portal.
  2. Retrieve your Activation Code from your account information.
Otherwise, contact Trend Micro Customer Service.
Can I change my login ID after registration?
No. Your login ID is set during registration and cannot be subsequently changed.
What should I do if I forgot my password?
Replace lost or forgotten passwords at the Customer Licensing Portal by doing the following:
  1. Click the Forgot your password link.
  2. Enter your Account name or email address associated with the account during initial registration.
    A new password will be sent to the email address.
What should I do if I forgot my login ID?
Contact Trend Micro Customer Service for assistance.
How can I extend the evaluation period?
Contact Trend Micro or a Trend Micro reseller to purchase a product license.
You will be given a Registration Key which you can then use to obtain an Activation Code. Once you enter a Full Activation Code, you will no longer need to enter a new one when upgrading to a higher version or when renewing (only applicable to online customers). Offline customers will need a new Activation Code when renewing.
Will I be notified before my maintenance expires?
Yes. Email notifications will be sent to registered customers at least 60 days prior to the maintenance expiration date.
Renewing maintenance ensures continued access to Trend Micro Technical Support, as well as the latest product and security updates.
Where do I go or whom do I contact if I have more questions?
Contact Trend Micro Customer Service for assistance.


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