"Unable to Help with Your Passwords" error message appears when clicking the Password Manager Toolbar on your browser

  • Solution ID: 1111717
  • Last Updated: Oct. 16, 2017 12:42 AM (PST)
  • Applies to: Password Manager - All;
  • "Unable to Help with Your Passwords" | Error Message | Password Manager

You receive the following error message appears when clicking on the Password Manager Toolbar:

Unable to Help with Your PasswordsUnable to Help with Your Passwords

"Unable to Help with Your Passwords. Please try again or get support here."

"Unable to Help with Your Passwords. Trend Micro cannot help you save passwords and automatically sign into websites until you take a moment to sign into your Trend Micro Account"

 

This can happen due to the following reasons:

  • You are not yet signed in to your Trend Micro account
  • Your Password Manager is not running properly or not installed

Note: On some computers, Password Manager may take 3 to 5 minutes to load completely. For Password Manager browser extension, it might take 30 seconds before it loads properly. If issue persists, follow the recommended solutions below.


To resolve this issue, do the following:
Make sure you are signed in to your Trend Micro account
To sign in to your Trend Micro account, do the following:
  1. On the popup message, click Sign in Now. This will open the Sign In page.
  2. Log in using your Trend Micro Account credentials, then click Next.
    Login your Trend Micro account (MyAccount)
    If you do not have a Trend Micro Account, do the following:
    1. Click Create an account.
    2. Fill out the form, then click Next.
      Fill out the form
    3. Choose either Use the free version, or Provide your Premium version Activation code, then click Next.
      Enter Activation Code
    4. Create your master password to completely activate the program, then click Create.
      It is highly recommend to include letters, numbers and special characters to strengthen your password.
  3. Your account should be signed in and you'd be able to use your Trend Micro Password Manager.
    Create Master Password
Restart the components of your Password Manager using the Diagnostic Toolkit
To restart the components of your Password Manager, do the following:
  1. Open the Password Manager Diagnostic Toolkit.
    For Windows 10
    For Windows 8
    For Windows 7
    For Mac OS
  2. Wait for a few seconds, then click Start all Components.
  3. Try accessing the Password Manager toolbar again.
    If the issue persists, proceed with STEP: 3 Uninstall your Password Manager using the Diagnostic Toolkit.
Uninstall your Password Manager using the Diagnostic Toolkit
To uninstall your Password Manager, do the following:
For Windows 10
For Windows 8
For Windows 7
For Mac OS
Reinstall your Password Manager
To reinstall your Password Manager, do the following:
Password Manager for Windows
Password Manager for Mac