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Frequently asked questions (FAQs) about the Auto-Renew program for Trend Micro Small Business products

    • Updated:
    • 2 Mar 2016
    • Product/Version:
    • Hosted Email Security 2.0
    • SafeSync for Business 5.1
    • Worry-Free Business Security Services 5.8
    • Worry-Free Business Security Standard/Advanced 9.0
    • Platform:
    • N/A N/A
Summary

Get answers to your questions regarding the Trend Micro Auto-Renew program for Small Business Products.

Details
Public

Below are frequently asked questions (FAQs) about the Auto-Renew program available for Trend Micro Small Business products. Click on a question to view the answer:

Auto-Renew (also known as AutoRenew or automatic renewal) is a service offered by Trend Micro and its online store, Digital River. For your convenience, it is designed to automatically extend your subscription right before it is due to expire, which means that you will not have to manually perform the renewal process.

  1. No worries in losing protection for any certain period of time.
  2. Automatic Renewal is a more convenient way in paying the annual subscription.
  3. Has fifteen percent discount based from the original price of the program.

Currently, there is no way to change the credit card registered to the Auto-Renewal program. To get a discounted renewal, you need to manually renew your subscription. Do the following:

  1. Cancel your existing Auto-Renewal subscription. (Check: How Do I Disable or Cancel The Auto-Renew Program?)
  2. Wait for the confirmation email stating that you have been opted out of the auto-renew service.
  3. Perform a manual renewal online and provide a new credit card information.

     
    You need to renew the subscription before it expires to avail the discounted renewal price.

Changing the credit card details is not possible. You need to manually renew subscription in advance if you want to register a new credit card.

The only way to enroll in the Auto-Renewal service is by processing an order for either a new purchase or a subscription renewal online.

By default, the Auto-Renew feature is enabled on your Shopping Cart page. You do not have to do anything to opt into the service when processing the order.

You can cancel the Auto-Renewal service using either of the methods below:

Via My Account or Shopping Cart Page

  1. Open Trend Micro Account (MyAccount).

    Sign In to your Trend Micro Account

     
    • If you forgot the email address used during the registration of your Trend Micro program, click Forgot which address you used before?
    • If you forgot the password you used for the registration, click Forgot password?
    • Unable to cancel Auto-Renewal? Contact our Technical Support for assistance.
  2. Type your email address and password then click Sign In.

    Your home page will show which program will renew automatically.

    Cancel Auto Renewal

     
    To cancel Auto-Renewal, click Disable Auto-renew.

Via Digital River's findmyorder.com

  1. Go to Digital River Customer Service.
  2. Provide either of the following, then click Find:
    • Your Order Number and password
    • Your email address and the last five (5) digits of your credit card

      Locate your order

  3. Click Cancel Auto-Renewal.

    Click Cancel Auto-Renewal

  4. Click Continue.

    stop billing for your subscription

You will be receiving an email wherein you have registered for auto-renewal two weeks before it expires to verify if you still want to continue the auto-renewal.

If you ignored and continue with the Auto-Renew, you will receive another email upon renewal of your program regarding the transaction details.

The information about this service is located in the Trend Micro Shopping Cart, under the product name column.

If you did not click on the Update Auto Renewal status link while processing the order online, you would have been enrolled with the service by default, thereby authorizing the system to automatically charge the same credit card with the next renewal.

To check if you are enrolled to the Auto-Renewal program, follow the steps below:

  1. Open Trend Micro Account (MyAccount).

    Sign In to your Trend Micro Account

     
    • If you forgot the email address used during the registration of your Trend Micro program, click Forgot which address you used before?
    • If you forgot the password you used for the registration, click Forgot password?
  2. Type your email address and password then click Sign In.

    Your home page will show which program will renew automatically.

    Cancel Auto Renewal

     
    To cancel Auto-Renewal, click Disable Auto-renew.

You will receive an email notification or a subscription reminder email 15 days prior to your subscription's expiry date. The email will indicate that your subscription will be renewed automatically.

Five days prior to the expiry date, another email will be sent out, and this one will inform you that the renewal has already been completed. On the day you receive the order confirmation email, the expiration date shown on your program's main console will change automatically.

 
The program version will remain the same after you have renewed your subscription.

Your credit card will be charged the day after your order is placed, and the charge for your renewal will appear on your credit card bill as "DRI*Trend Micro."

If the subscription expiry date on your main console does not change or if you get messages indicating  that your subscription will expire soon, click the ? icon on your program's main console and click on About to refresh the information.

This message is usually sent if you have changed your credit card information or the credit card account is no longer valid. In this case, you will need to manually renew your subscription online. To do this, click on the Renew Now link in the email to be redirected on the Trend Micro Online Renewal page.

 
Since you will be asked for your serial number during the online renewal, take note of this information beforehand to avoid encountering issues when processing the order.

There is no way to change or update the billing information once the online order has been completed. You will need to cancel the Auto Renewal service that came with the recent subscription, so that you will be able to manually perform the next renewal and provide the updated billing information. To cancel the Auto-Renewal Service, check: How Do I  Disable or Cancel The Auto-Renew Program?

If you have already used My Account to verify that your subscription is enrolled with the Auto-Renewal program and noticed that your expired license has still not been renewed, contact our Technical Support for assistance.

This happens when the Automatic Renewal (Auto Renew) fails to renew your program because of any of the following:

  • Your credit card has expired or the details are not correct and should be updated.
  • Your preauthorization has failed. Authorization hold is the practice within the banking industry of authorizing electronic transactions done through a debit or credit card. This held balance will be unavailable until either of the following:

    • The merchant clears the transaction or settlement.
    • The hold "falls off"?

To resolve this issue, follow the steps below:

  • Contact Digital River, Trend Micro's online reseller and merchant of record, regarding your credit card account:
    • USA/Canada: 1-952-646-5980
    • Australia: 1-300-730-160
    • New Zealand: 0-800-507-902
    • Hong Kong: 800-900-570
    • Taiwan: 00801-14-8878
    • Other APAC: 800 1301-642
  • Check if your credit card account needs to be updated with Digital River.
  • Contact your bank regarding the issue.

The automatic renewal feature will not be cancelled, you need to manually disable it from your Trend Micro Account (MyAccount). See "How do I disable or cancel Auto-Renewal" above.

Need help? Contact our Technical Support for assistance.

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