Sometimes, Trend Micro support team may need troubleshooting logs to help us quickly identify and fix issues you’re experiencing with Trend Micro ID Protection.
🚦 Before you start: Write down the date and time when the issue occurred. This helps our experts investigate effectively.
📱 Collect Logs on Mobile (iOS or Android)
- Open the Trend Micro ID Protection app.
- Sign in with your Trend Micro Account password to unlock the app.
- Tap the Settings icon (upper left corner).
- Scroll down and select Send Troubleshooting Logs.
- A popup will appear with your ID Code — write this down and share it with our support team.
📌Tip: Keep the ID Code safe. You’ll need to provide it when contacting support so we can match your logs to your case.
💻 Collect Logs on Desktop (PC or Laptop)
- Open your web browser with the ID Protection Extension installed.
- Go to idprotect.trendmicro.com.
- Click your profile icon (upper right), then choose Settings.
- In the left menu, click Send Logs.
- On the right pane, click the Send button.
- Note the ID Code shown in the popup and provide it to our support team.
👮 Security Reminder: The logs you send contain technical data only — your personal information and passwords remain secure in your Password Vault.
Once you have your ID Code and the date/time of the issue, send this information to Trend Micro Support so we can start troubleshooting.