Frequently Asked Question

• Who is Trend Micro?
  Trend Micro is one of the leaders in anti-virus software and computer security, protecting customers from online threats and data loss. M1 Security Suite of services is powered by Trend Micro, it includes a range of software which offers a robust, fast, easy-to-use and trustworthy protection for you and your family.
  
  
• What are the system requirements for M1 Internet/Ultimate Security?
  

   

  Computer Specifications	Microsoft™ Windows™	Apple™ Macintosh™
  Operating System	Windows® 7 Family (32 or 64-bit) Windows Vista® Family (32 or 64-bit) Service Pack 1 or higher Windows® XP Family (32-bit only), Service Pack 3 or higher	Apple Macintosh computer with a PowerPC (G4 or G5) or Intel processor Mac OS X Tiger (version 10.4.11 or higher), Mac OS X Leopard (version 10.5.5 or higher), or Mac OS X Snow Leopard (version 10.6.4 or higher)
  CPU	Windows 7 requires 800 GHz (1 GHz recommended) Windows Vista requires 800 MHz (1 GHz recommended) Windows XP requires 350 MHz (800 MHz recommended)	Apple Macintosh™ computer with Power PC™ (G4 or G5) or an Intel™ processor
  Memory	Windows 7 requires 1 GB Windows Vista requires 512 MB (1 GB recommended) Windows XP requires 256 MB (512MB recommended)	256 MB minimum RAM
  Disk Space	400 MB	100 MB of available hard drive disk space
  Other Requirements	Web Browser: Microsoft Internet Explorer 7.0 or 8.0 Mozilla Firefox® 3.5 or above Google Chrome™ 10.0 or above Display: High-color display with a resolution of 800x480 pixels or higher PDF Reader: Any	-

   

• How different is M1 Internet/Ultimate Security from other anti-viral software?
  M1 Internet/Ultimate Security runs on cutting edge cloud technology which proactively stops threats like viruses and spyware before they reach your computer. Furthermore, with the cloud, essential information like virus signature files that are used to block threats need not be stored on your computer, freeing up resources and delivering fast boot and shutdown times. Therefore, you get round-the-clock protection without compromising on your computer's performance.
  
  
• What is the difference between this M1 Mobile Security VAS and the free Trend Micro Mobile Security version from Google Play?
  The free version from Google Play provides 5 free features including an Anti-virus scanner, 50MB of cloud storage, privacy scanner for Facebook and a 30-day trial of the premium features. The M1 Mobile Security VAS includes all 18 premium features and subscription is free for the first 3 months.
  
  
• How do I download the software?
  Step 1
  Log in to Manage My Account (MMA) with your Mobile no./User ID and Password. Select “Activate Services”.
  
  Step 2
  Select your choice of M1 Security Suite Plan.
  
  Step 3
  Verify and confirm your choice.
  
  Step 4
  After signing up, you will receive a subscription email, which includes a download link and your license key.
  
  Step 5
  Once you have downloaded the M1 Security Suite software, you will be prompted to enter your license key. You will then receive online security protection upon successful license key activation.

1. Can my unused PC license be carried over into subsequent months?
No, unused PC licenses cannot be carried over.

2. I want to sign up for more than one M1 Internet/Ultimate Security 3 PC License; will I still enjoy the promotion of first 3 months free subscription on all the sets?
Yes, and each customer can sign up for a max of 3 sets of 3 PC License bundle.

3. Will any charges be imposed if I terminate my M1 Security Suite service?

A one-time $10.80 (W/O GST) administration charge will be imposed if customers terminate their M1 Security Suite service within the 3 months subscription period. This applies to both M1 Internet/Ultimate/Mobile Security, 1 PC/3 PC License customers.

1. I already have an existing anti-virus software installed in my computer; can I run M1 Internet/Ultimate Security and my anti-virus software concurrently?

Upon installation of Trend Micro Internet/Ultimate Security software, you will be prompted to confirm the removal of any other anti-virus software, to ensure the optimal performance of the software.

• How do I set up Parental Controls?
  Step 1: Click on the Parental Controls tab to activate the feature.
  
  
  
  Step 2: The first time you access the feature, you will be prompted to set up a default password.
  
  
  
  Step 3: You will see the Parental Controls introductory screen. Click OK to continue.
  
  
  
  Step 4: You can easily turn Parental Controls on or off.
  
  
  
  Step 5: Click on the Website Filter tab in Parental Controls to customise each profile based on the sub-categorised filter options or simply vary the website filtering settings based on the auto-default age-group settings.
  
  
  
  Step 6: Click on the Web Access Schedule tab in Parental Controls to pre-determine the number of hours and days (Weekdays/Weekends) of Internet usage.
  
  
  
  
• What are the available categories of website filters?
  The Parental Controls let you filter different categories of websites based on three age groups: 3-7 (Child), 8-12 (Pre-teen) and 13-17 (Teen). The list below shows which specific categories are blocked by default for each age group.
  
  
  

  Age Group	Categories Blocked
  Ages 3-7 (Child)	All categories are blocked by default for young children.
  Ages 8-12 (Pre-teen)	Adult or Sexual Erotic/ Mature Gay/ Lesbian Intimate Apparel/ Swimsuit Nudity Pornography Sex Education	Controversial Abortion Criminal/ Questionable Cult/ Occult Illegal Drugs Violence/ Hate/ Racism Weapons/ Military
  	Communications or Media Hacking/ Proxy Avoidance Personals/ Dating Social Networking	Shopping and Entertainment Alcohol/ Tobacco Auctions Gambling
  Ages 13-17 (Teen)	Adult or Sexual Erotic/ Mature Nudity Pornography	Controversial Criminal/ Questionable Illegal Drugs Violence/ Hate/ Racism
  	Communications or Media Hacking/ Proxy Avoidance	Shopping and Entertainment Alcohol/ Tobacco Gambling

   

  You can add or remove categories for any age group just by clicking the checkboxes next to any category on the list.
  
  Selecting Custom from the dropdown list allows you to pick and choose all the categories that you would like to block.
  

• I am experiencing problems with my M1 Security Suite Software. Who can I contact??
  For Technical difficulties, you can:
  
  • Call Trend Micro's toll-free local tech support hotline at 1800 8886868, which operates Mondays to Fridays from 8:00am-5:00pm
  • Search our knowledge base at http://esupport.trendmicro.com/consumer/assistance.aspx

   

  For Customer Subscription enquiry, you can contact our M1 customer service hotline at 1627.
  
  
• In future, how do I update my security software to newer editions?
  M1 Internet/Ultimate Security will inform subscribers through email about the availability of new software updates. Upgrading your M1 Internet/Ultimate Security to the latest version is free as long as your subscription is valid. To update your M1 Internet/Ultimate Security, simply follow the instructions below:
  
  1. Take note of your M1 Internet/Ultimate Security License Key
  2. Uninstall the older version of M1 Internet/Ultimate Security Software
  3. Download the software update by following instructions in the email provided and run the installer file
  4. Accept terms of license agreement
  5. Enter the license key and select “Regular Installation”
  6. Once activated, your M1 Internet/Ultimate Security is updated to the latest software version

   

  
  
• What should I do if I need to change my email address after signup?
  Call our customer service hotline at 1627 to make changes to your email address.
  
  
• If I download and install M1 Internet/Ultimate Security for more than 3 PCs, will the 4th PC be able to be activated successfully?
  You will be prompted to deactivate protection from one of the 3 previously activated PCs in order to activate protection for the 4th PC.

• How do I sign up?
  You can sign up through various channels:
  
  • Click here to subscribe
  • My M1 App
  • Visit any M1 Shop
• I've signed up online but have yet to receive an email as indicated. What do I do?
  If you do not receive an email after 2 hours of a successful submission of the subscription, kindly call 1627 and our customer service officer will be able to assist you.