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Reset my Security password for ESET Mobile Security for Android

Issue

  • Your mobile device has been locked by ESET Mobile Security for Android due to the insertion of an untrusted SIM card or because you sent a remote lock command to your mobile number
  • You cannot remember the Security password set in ESET Mobile SecurityAnti-TheftSettings → Security Password

Figure 1-1

Business users

As a License owner, you can also use the form below to reset the password in ESET Endpoint Security for Android by entering the Username and Password received in the license email.

 

 

Solution

To unlock your device, select one of the following options:

Trusted friend — Use a trusted friend's phone to remotely reset your password

Email — Request an unlock code by email

my.eset.com — Reset your password on my.eset.com

Offline device — Use the form on this page to reset your password

Business users — Use the form on this page to reset your password

Technical Support — Contact Technical Support if you are unable to use any of the other options

If you are unable to unlock your device using the above options, uninstall ESET Mobile Security in Safe Mode

 

Option 1: Trusted Friend

Define your trusted friends

To reset a forgotten user-defined password, you must have at least one phone number on your Trusted friends list. We highly recommend that you add a Trusted friend immediately after installing ESET Mobile Security for Android. If you have not added a phone number to your Trusted friends list, you will be unable to reset your password using this option.

For information about how to add a Trusted friend visit: support.eset.com/kb2828/

Device must have SIM Card

If your device does not have a SIM card, SIM Guard menu will not be available and you will not be able to add a Trusted friend.

  1. To reset your password, send an SMS from the Trusted friend’s phone number to your device. The SMS must be formatted as shown below:

    eset remote reset
  2. Type a new security password in the Security password and Confirm password fields and tap Save.

Figure 1-2

 


 

Option 2: Request Password Reset by Email

  1. Tap Forgotten password? → Email → Request code. You will receive an email containing the unlock code to the email address associated with your ESET license purchase.

Figure 2-1

  1. Enter the verification code on your locked device’s screen in the Verification Code field and enter a new security password in the New Password fields.
     
  2. Tap Save to reset your password.

Figure 2-2

 


 

Option 3: Reset password on my.eset.com

  1. Go to https://anti-theft.eset.com/
  2. Click Sign in.


    Figure 3-2

  3. Type the email address and password associated with your my.eset.com account into the Email address and Password fields and click Sign in.

    Figure 3-3

  4. Click the gear icon for the device on which you want to change the security password, and select Change settings from the context menu.

    Figure 3-4

  5. In the Security password section, type your new security password in the Type new password and Confirm password fields and then click Set password.

    Figure 3-5

 


 

Option 4: If your device is not connected to the internet, use one of the forms below

Option 4a – unlock using your Google Account Email and Order number:

  1. Enter your Google Account Email (this must be the email account used to purchase your ESET Mobile Security license) in the corresponding field below.
  2. Find the Order number of your ESET Mobile Security purchase. This number can be found in your Google wallet under Transactions.
  3. Copy and paste the Order Number into the corresponding field below.
  4. Enter the code displayed on your locked device’s screen into the Code field.
  5. Type the two words you see in the picture below.
  6. Click Submit to send an email with the unlock code to your Google account email.
  7. Enter the unlock code on your locked device’s screen and tap Unlock.
  8. Tap Anti-Theft Settings → Security Password from the ESET Mobile Security main screen to set a new security password.

 

Business users

As a License owner, you can also use the form below to reset the password in ESET Endpoint Security for Android.

 

Option 4b – unlock using your Username and Password:

  1. Enter the ESET-issued Username and Password (that you received in the license email) in the corresponding fields below.
  2. Enter the code displayed on your locked device’s screen into the Code field.
  3. Type the two words you see in the picture below.
  4. Click Submit to send an email with the unlock code to your email.
  5. Enter the unlock code on your locked device’s screen and tap Unlock.
  6. Tap Anti-Theft Settings → Security Password from the ESET Mobile Security main screen to set a new security password.


 

Option 5: Contact ESET Technical Support

If you are not able to use any of the other methods or you have a trial license, please contact ESET Technical Support and refer to the code displayed on your locked device’s screen.
 


 

Option 6: Uninstall in Safe Mode: Android 4.1 (Jelly Bean) and later

Safe Mode

Refer to your device manufacturer for instructions to get your device to enter Safe Mode. Follow the steps below with your device in Safe Mode.
 
1. Locate the icon for ESET Mobile Security. 
 
2. Press and drag the ESET Mobile Security icon to the trash can icon at the top of the screen.
 
3. Release the ESET Mobile Security icon over the trash can icon to uninstall ESET Mobile Security.

NOTE: If you only see an area labeled App info at the top of the screen, you cannot delete the app.


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