Home article search

How do I 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 a 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

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/

  1. Try to reset your password by sending an SMS from the Trusted friend’s phone number to your device. The SMS must be in the following syntax:

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

Figure 1-2

 


Option 2: Request Password Reset

  1. Send a Password reset request by tapping Email. You will receive an email containing an unlock code at the Google account email address the purchase was made from.
     
  2. Enter the unlock code on your locked device’s screen.
     
  3. After unlocking your mobile device, define a new security password.

Figure 2-1

 


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

    Figure 3-4
     

  5. In the Security password section, type your new security password into 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 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 you purchased ESET Mobile Security through) into 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) into 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 Customer Care

If you are not able to send the aforementioned data or have a trial license, please contact ESET Customer Care and refer to the code displayed on your locked device’s screen.

 


Was this information helpful?