How do I reset my password for ESET Mobile Security for Android (downloaded from eset.com)?

KB Solution ID: KB3068|Last Revised: August 5, 2015

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 SMS to your mobile number
     
  • You cannot remember the password set in ESET Mobile SecuritySettings Security Password (see figure 1-1)

Figure 1-1
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Solution

I purchased from Google Play

Option 1: Reminder phrase

When you configured your device, you were given the option to "Enter reminder phrase" in the event you forgot your password.

  1.  

Option 1: Trusted Friend

  1. Try to reset your password by sending an SMS from the Trusted friend’s phone number (defined in ESET Mobile SecurityAnti-TheftTrusted Friends) 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, set a reminder phrase if you want and then tap Save.

Figure 1-2

 


Option 2: Request Password Reset

  1. Send a Password reset request by tapping Alternatively, Request Password Reset (see figure 1-3 below). You will receive an email containing an unlock code (at the Google account email, or the email address defined in Anti-TheftMy Contact Details).
     
  2. Enter the unlock code on your locked device’s screen to unlock your device.
     
  3. After unlocking your mobile device, define a new security password.

Figure 2-1
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Option 3: Reset your password from my.eset.com

If you have an active my.eset.com account, you can use the Anti-Theft features available on my.eset.com to reset your security password. To do so, follow the steps below:

  1. On your computer, open your web browser, navigate to my.eset.com and log in.
     
  2. Click ESET Anti-Theft.

Figure 3-1
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  1. Click the device on which you want to reset your security password to view details.

Figure 3-2
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  1. Click Settings.

Figure 3-3
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  1. Scroll down until you see the Security password window. Type the new password you want to use into both fields and then click Set password. Your device will switch to use the new password shortly after you reset it.

Figure 3-4
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Option 4: Use the form below

If your device is not connected to the internet, fill out the form below to request a new password:

  1. Enter your Username (associated with your active license issued by ESET) into the Username field below.
     
  2. Enter your Password (associated with your active license issued by ESET) into the Password field below.
     
  3. Enter the code displayed on your locked device’s screen into the Code field.
     
  4. Type the two words you see in the picture below.
     
  5. Click Submit to send an email with the unlock code to your email address.
     
  6. Enter the unlock code into the Enter security password field on your locked device’s screen and tap Unlock. Your device will be unlocked.
     
  7. Tap Settings → Security Password to set a new 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.

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