Unable to activate Mobile Security app

  • Solution ID: 1117117
  • Last Updated: Sep. 20, 2017 2:10 AM (PST)
  • Applies to: Mobile Security for Android - 8;Mobile Security for iOS - 5;
  • Cannot Activate Subscription | Mobile Security

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:

Delete the seat occupied by the device through your MyAccount

To delete a seat on your MyAccount, do the following:

  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.
Reactivate your Mobile Security app

To reactivate your Mobile Security app, choose your device below:

For iOS devices
For Android devices