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Top frequently asked questions
Order Information
Auto-Renew Information
Technical Support
Shipping Information
Privacy and Security
Download Information
Returns and Cancellations
Top frequently asked questions
To request a refund, you must look up your order and then use the “Request a Return” option to submit your request.
If your purchase was for a physical shipment, follow the instructions to accept the Electronic Letter of Destruction (ELOD) so we can begin processing your refund.
- Enter the Order Number and password. This information can be located in your order confirmation email. If you do not have your confirmation email, you can also locate your order by searching using your Email address and the last 5 digits of the credit card you used to purchase.
- Once you have logged into your order, you will see a "Cancel Auto-Renewal" button.
- Pressing "Cancel Auto-Renewal" will stop the Auto-Renewal Plan. Your product will still be active until the subscription expiry date.
You can also cancel your auto-renewal plan by logging into your Trend Micro MyAccount portal (you will have received access credentials after you registered your product); select your product from the “Products” tab and click “Disable Auto-renew now.”
- Installation
- Unistallation
- Use of your product
- Virus Removal
Please contact Technical Support
If you experience difficulty clicking on the 'begin download' button normally, try right clicking on the button and select 'Save Target As' in Microsoft® Internet® Explorer®. Use 'Save Link As' in Mozilla® Firefox®. Do not rename the download file as this can cause installation problems.
Where do I download the file?
You can save the file anywhere you like, just make sure that you remember the location where you saved it, and the name of the file. If you choose Desktop this will be easier for you to install the product once you have completed the download.
What will happen when I download?
Once the download starts, you will see a box pop up with a status bar, and a percentage that will climb to 100%.
What happens after I download?
After the download has completed, you will need to go to the location that you saved the file at and double click on the new icon to start the installation.
Contact Technical Support if you require any assistance after this point.
We’re sorry that your subscription was automatically renewed against your wishes. At least one email is sent to you to remind you before each upcoming renewal.
To request a refund, look up your order and then use the “Request a Return” option to submit your request. After the refund has been initiated, your subscription will not be automatically renewed again.
Your refund credit will appear on your card or in your PayPal account within 5-6 business days of being initiated.
Some programs may prevent communication with our servers. For best download performance and to protect the integrity of the downloaded file, please check any of the following before you download:
-
Firewall-These are designed to prevent downloads from non-approved sites and can sometimes target legitimate files.
-
Anti-Virus Programs-These can cause problems by scanning a download in progress, causing the download to become corrupt or damaged.
-
Download Managers or Accelerators -These can sometimes interfere with the download process by simultaneously accessing portions of the download file multiple times, causing it to become corrupt or damaged.
Please check the settings of any of these products to ensure they are not interfering with your download. If you need assistance with this process, please contact the product’s manufacturer.
Forgot Password?
Order Information
Order Information
- What is my order status?
- You can view your order status by looking up your order.
More questions? Back to Main Help Page
- What payment methods can I use?
- We accept Visa®, MasterCard®, EuroCard, Discover®, American Express®, Diner’s Club®, and JCB, as well as check cards and ATM cards if they are issued by one of these major credit card companies. We also accept PayPal on most orders and Wire Transfers for purchases that do not include our Auto-Renew Service. If you choose to pay by PayPal or Wire Transfer select the appropriate payment method on the payment page, and directions will be provided to you after you have fully submitted your order.
Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.
More questions? Back to Main Help Page
- Should I use spaces or dashes when I enter my credit card number?
- No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.
More questions? Back to Main Help Page
- Does my billing address have to match the address on file with my credit card?
- Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.
More questions? Back to Main Help Page
- Why is my credit card being rejected?
- There are many possible reasons for a credit card not being accepted:
- The card has expired.
- You have reached or exceeded your credit limit.
- You have exceeded your daily charge limit.
- A computer at either end of the transaction is having technical problems.
If you have problems submitting your credit card payment you can contact Customer Service for help. When you contact Customer Service you may be asked for any error message numbers you received.
More questions? Back to Main Help Page
- When will my credit card be charged?
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For purchases of downloaded products, your credit card will be charged the day after your order is placed.
When placing an order by credit card, we will first verify that the necessary funds are available through a pre-authorization hold. The pre-authorization may appear in your credit card transaction history, but will be removed within 1-2 business days of the full charge's completion.For purchases of physical products, you won't be billed until your product is shipped. This includes any preordered or backordered products. If your items are shipped separately you will be billed each time a product is shipped.
More questions? Back to Main Help Page
- How will the charge show up on my credit card?
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The charge for your order will appear on your credit card as: "DRI*Trend Micro"
More questions? Back to Main Help Page
- Can I order without a credit card?
- Yes. In addition to credit cards we accept PayPal for most orders as well as wire transfers for purchases that do not include our Auto-Renew Service. If you choose to pay by PayPal or wire transfer, you will receive instructions on how to complete your payment once you submit your order.
More questions? Back to Main Help Page
- Do I have to pay sales tax?
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Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.
The price indicated includes anticipated VAT that we will collect from you based on information you make available to us. The total price may change during the course of the shopping session depending on a number of factors. However, you will have the opportunity to review the final price we will charge before you submit your order. A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).
Tax-exempt individuals and entities can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate and the billing or shipping address on the order must match the address on the certificate. Please include your order number or a copy of your receipt or invoice. You can fax a copy of your certificate, with order number or invoice to 952-253-8760.
More questions? Back to Main Help Page
- How do I get a copy of my invoice?
- You can print a copy of your invoice from the Order Information page.
Click here to look up your order and print a copy of your invoice.
More questions? Back to Main Help Page
- How will you know where and how to send my physical product?
- If you order a physical product, a Shipping Information page will appear during checkout so you can enter a shipping address and choose a shipping method.
More questions? Back to Main Help Page
- How do I start a new order?
- Because our site uses cookies, you may see some items in your cart that you no longer want. Click here to reset your shopping cart contents and start a new order.
More questions? Back to Main Help Page
- My credit card has been charged more than once for my purchase.
- If you have recently placed an order through the Trend Micro online store, the duplicate charge you are seeing is likely the result of a pre-authorization hold.
A pre-authorization is a temporary hold to verify that funds are available when you place an order. Pre-authorizations are typically removed from your credit card transaction history when the full charge processes and funds are withdrawn. However, in some cases, this process can take up to 2 business days.
If the duplicate charge on your credit card is the result of having placed more than one order in error, we are happy to assist you in obtaining a refund within 30 days of purchase. To request a refund, you must look up your order and then use the “Request a Return” option to submit your request.
More questions? Back to Main Help Page
Auto-Renew Information
Auto-Renew Information
- What is the Auto-Renewal Plan?
- The service is provided by Digital River. The Auto-Renewal Plan is an easy and convenient way to ensure that your computer, personal data and financial information always remain protected. With our Auto-Renewal Plan, the license for your Trend Micro product will be extended automatically before it expires, providing you with seamless protection.
More questions? Back to Main Help Page
- How will my subscription be automatically renewed?
- Please be aware that you do not need to do anything to renew your subscription. Prior to its expiry, you will receive an email stating the amount and on which date you will be charged. You can cancel the Auto-Renewal Plan or do nothing.
You can easily cancel the Auto-Renewal Plan by following the links in the email. The charge will be made on the same credit card that you used for your original purchase. You will then receive a confirmation email upon successful renewal. Your Trend Micro software will be renewed automatically. You do not need a new activation code or to do anything else in order to stay protected for the next period. Your license will be extended automatically and you will remain protected without ever having to hit another button.
More questions? Back to Main Help Page
- How do I cancel the Auto-Renewal Plan on my subscription?
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To cancel your Auto-Renewal Plan, log into your order and follow the instructions below:
- Enter the Order Number and password. This information can be located in your order confirmation email. If you do not have your confirmation email, you can also locate your order by searching using your Email address and the last 5 digits of the credit card you used to purchase.
- Once you have logged into your order, you will see a "Cancel Auto-Renewal" button.
- Pressing "Cancel Auto-Renewal" will stop the Auto-Renewal Plan. Your product will still be active until the subscription expiry date.
You can also cancel your auto-renewal plan by logging into your Trend Micro MyAccount portal (you will have received access credentials after you registered your product); select your product from the “Products” tab and click “Disable Auto-renew now.”
More questions? Back to Main Help Page
- What happens to my subscription if I cancel my Auto-Renewal Plan?
- You will receive the subscription service for the full time period for which you have paid, even if the Auto-Renewal Plan is cancelled. Cancelling the Auto-Renewal Plan on a monthly subscription means that the subscription will not be renewed in the following month, but you will continue to receive the subscription until that time. Similarly, cancelling an annual auto-renew subscription means that the subscription will not be renewed in the following year, but you will continue to receive the subscription for the remainder of the year.
More questions? Back to Main Help Page
- I need to update my credit card information before I am automatically renewed.
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To use a new or updated credit card, you can renew manually by looking up your order
and clicking on "Renew Subscription" to place your order.Alternatively, you can call Customer Service to speak to one of our representatives directly. For security purpose, never send your credit card number via email.
More questions? Back to Main Help Page
- I was charged for an automatic renewal I did not want.
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We’re sorry that your subscription was automatically renewed against your wishes. At least one email is sent to you to remind you before each upcoming renewal.
To request a refund, look up your order and then use the “Request a Return” option to submit your request. After the refund has been initiated, your subscription will not be automatically renewed again.
Your refund credit will appear on your card or in your PayPal account within 5-6 business days of being initiated.
More questions? Back to Main Help Page
Technical Support
Technical Assistance
- I need Technical Support.
-
For assistance with:
- Installation
- Unistallation
- Use of your product
- Virus Removal
Please contact Technical Support
- Why do I need to accept cookies?
- Cookies are placed on your browser for your convenience, and the Commerce System used is cookie dependent. When you place an order, information is written onto your hard drive. The next time you place an order, the system recognizes who you are and automatically enters your information into the form.
Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.
Still more questions? Back to Main Help Page
- Are cookies a security risk?
- No. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.
Still more questions? Back to Main Help Page
- How do I set up my browser to accept cookies?
- If you're using Internet Explorer 6+, go to the Tools menu and select Internet Options. Within the Internet Options window, select the Privacy tab. The default browser setting is medium, which allows you to accept cookies. To change this setting, move the slider to determine which setting you prefer. If your setting has been set to Custom, click the Advanced button and choose Accept Cookies.
If you're using Internet Explorer 5.x, go to the Tools menu and select Internet Options. Within the Internet Options window, select the Security tab. Select Internet, then Custom Level. Scroll down to Cookies and choose Enable.
If you're using Firefox 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.
Still more questions? Back to Main Help Page
Shipping Information
Shipping Information
- Has my order shipped?
- Shipments are created on demand. Your order will ship within two business days of purchase.
Delivery time will depend on the shipping method you selected during the checkout process:
- USPS First Class Mail: 3-7 business days
- USPS First Class Mail International: 7-21 business days
- USPS Priority Mail: 2-4 business days
Still more questions? Back to Main Help Page
- How do I get my tracking number?
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Forgot Password?Still more questions? Back to Main Help Page
- Do you ship to my country?
- We ship to all countries except those with trade sanctions in place with the United States.
Still more questions? Back to Main Help Page
- I live outside the US. Do I have to pay customs fees?
- If you live outside the United States, custom and tariff fees may apply according to your country's import laws. These fees are not collected by this company, and this company does not have control of these fees.
Still more questions? Back to Main Help Page
- Can I change my shipping address?
- Unfortunately, you cannot change your shipping address after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system. If your package is not successfully delivered, it will be returned to the warehouse and a credit will be made to your account.
Still more questions? Back to Main Help Page
- Can I change my shipment method?
- Unfortunately, you cannot change your shipment method after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system.
Still more questions? Back to Main Help Page
Privacy and Security
Privacy and Security
- What is your privacy policy?
- Click here to view the Digital River privacy policy.
More questions? Back to Main Help Page
- What is the Digital River Secure & Virus Free Protection?
- We take your shopping safety very seriously. You can shop with confidence knowing that we have taken steps to ensure you are protected when you order through any Digital River network member. So, you can rest assured when shopping with us because the Digital River Secure & Virus Free Protection provides you with shopping protection and peace of mind!
Here are the details:
- You pay nothing if any unauthorized charges are made to your card as a result of shopping with us.
Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank holds you liable for any of this $50.00, Digital River will cover your entire liability, up to the full $50.00. Digital River will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with their reporting rules and procedures and provide Digital River with reasonable requested supporting documentation.
- 100% of software downloads available through Trend Micro have been scanned for viruses.
In the unlikely event your software downloaded from a Digital River network member contains a virus, Digital River agrees to either replace the affected software or refund the purchase price plus any shipping costs associated with the affected software. Digital River's liability is limited to the replacement or refund of only the virus-infected software downloaded from a Digital River network member. Digital River will cover this liability only if the virus resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. Digital River does not assume liability for any costs associated with repairing or replacing any computer components, hardware, additional software, computer files, or any other costs associated with repairing, replacing, or removing virus-infected files from your computer.
- All information that you provide while shopping is encrypted.
Because we accept sensitive information from shoppers (name, mailing address, credit card number, and so on) Digital River uses VeriSign® Secure Socket Layer (SSL) technology to protect personal shopper information. This logic encrypts data being sent and received using high-level encryption technology. This technology assigns undetectable codes to data transmissions that only our server and shoppers can validate. This ensures that no external party can view the data.
More questions? Back to Main Help Page
- You pay nothing if any unauthorized charges are made to your card as a result of shopping with us.
Download Information
Download Information
- What should I do before I download?
-
Some programs may prevent communication with our servers. For best download performance and to protect the integrity of the downloaded file, please check any of the following before you download:
-
Firewall-These are designed to prevent downloads from non-approved sites and can sometimes target legitimate files.
-
Anti-Virus Programs-These can cause problems by scanning a download in progress, causing the download to become corrupt or damaged.
-
Download Managers or Accelerators -These can sometimes interfere with the download process by simultaneously accessing portions of the download file multiple times, causing it to become corrupt or damaged.
Please check the settings of any of these products to ensure they are not interfering with your download. If you need assistance with this process, please contact the product’s manufacturer.
Still more questions? Back to Main Help Page
-
- How do I download?
- You can download by clicking the 'begin download' button either in your order confirmation email or on your order information page.
If you experience difficulty clicking on the 'begin download' button normally, try right clicking on the button and select 'Save Target As' in Microsoft® Internet® Explorer®. Use 'Save Link As' in Mozilla® Firefox®. Do not rename the download file as this can cause installation problems.
Where do I download the file?
You can save the file anywhere you like, just make sure that you remember the location where you saved it, and the name of the file. If you choose Desktop this will be easier for you to install the product once you have completed the download.What will happen when I download?
Once the download starts, you will see a box pop up with a status bar, and a percentage that will climb to 100%.What happens after I download?
After the download has completed, you will need to go to the location that you saved the file at and double click on the new icon to start the installation. Contact Technical Support if you require any assistance after this point.Still more questions? Back to Main Help Page
- How do I get the serial number/activation key for my purchase?
-
Forgot Password?Still more questions? Back to Main Help Page
- My serial number/activation key is not working. What should I do?
- First, be sure you have the correct serial number. You can retrieve your serial number by clicking here.
If you have purchased a renewal of your software from a prior year, please be aware that you will not be given a serial number at the time of your renewal. If you are prompted for a serial number to register your product, please use the serial number you were provided in your prior purchase.
Please remember that serial numbers, registration numbers, unlock codes and passwords are usually case sensitive and if they are not entered correctly, you will be unable to install the program.
Still not working? Please contact Customer Service.
Still more questions? Back to Main Help Page
- How do I re-download software that I have already purchased?
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Forgot Password?Still more questions? Back to Main Help Page
- What if the download stops before it is complete?
- This site provides downloads that adheres to the HTTP 1.1 specification that allows for re-startable downloads. Therefore, if your download stops or is interrupted before it is complete, simply press the begin download button again and the download should resume where it left off. If you need to get to the re-download page click here.
Still more questions? Back to Main Help Page
- What if I want a shipment, but I've already ordered the download?
- Unfortunately, we are unable to exchange a downloadable product for a physical product. However, you can purchase a Backup CD.
If you would like to purchase a CD for the downloadable products in your order please look up your order and click on the 'add' button for a BackUp CD.
Forgot Password?Still more questions? Back to Main Help Page
- I have finished downloading where do I find it?
- The best way to know where your download saved is to pay close attention to the "Save As" window at the beginning of the download process. Once you have clicked the download button and selected the option to save the file, you will be given the "Save As" window, which shows you exactly where your download is being saved to on your computer.
If you know the filename, you can do a search on your computer for it.
Do not rename the file you're downloading, it may cause installation problems.
Still more questions? Back to Main Help Page
- Is downloading the same as installing?
- No. A download is simple file transfer. Installation is the unpacking and loading of the software. Most software walks you through this process once you've successfully downloaded the file from our site. If you need assistance with installation please click here.
Still more questions? Back to Main Help Page
Returns and Cancellations
Returns and Cancellations
- What is your refund policy?
- The Trend Micro store by Digital River offers a 30-day money back guarantee.
Still more questions? Back to Main Help Page
- How do I cancel my order?
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Unfortunately, shipped orders cannot be cancelled after being submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system. If you require a refund for a product that was shipped to you, you must look up your order and then use the “Request a Return” option to submit your request.
Still more questions? Back to Main Help Page
- How do I request a refund?
-
To request a refund, you must look up your order and then use the “Request a Return” option to submit your request.
If your purchase was for a physical shipment, follow the instructions to accept the Electronic Letter of Destruction (ELOD) so we can begin processing your refund.
Still more questions? Back to Main Help Page
- When will I receive the refund I requested?
- Your refund credit will appear on your card or in your PayPal account within 5 - 7 business days of being initiated. If your purchase was for a physical shipment, follow the instructions to accept the Electronic Letter of Destruction (ELOD) so we can begin processing your refund.
Still more questions? Back to Main Help Page
- How do I cancel the Auto-Renewal Plan on my subscription?
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To cancel your Auto-Renewal Plan, log into your order and follow the instructions below:
- Enter the Order Number and password. This information can be located in your order confirmation email. If you do not have your confirmation email, you can also locate your order by searching using your Email address and the last 5 digits of the credit card you used to purchase.
- Once you have logged into your order, you will see a "Cancel Auto-Renewal" button.
- Pressing "Cancel Auto-Renewal" will stop the Auto-Renewal Plan. Your product will still be active until the subscription expiry date.
You can also cancel your auto-renewal plan by logging into your Trend Micro MyAccount portal (you will have received access credentials after you registered your product); select your product from the “Products” tab and click “Disable Auto-renew now.”
More questions? Back to Main Help Page
