Issue

• ESET Mobile Security for Android frequently asked questions
• Is SIM Guard available in my version of ESET Mobile Security for Android
• SMS Remote Text Commands
• ESET Mobile Security Known Issues
• Privacy Policy for App permissions

Solution

1. How do I install ESET Mobile Security for Android?

See our ESET Knowledgebase article for instructions to Download and install ESET Mobile Security for Android.

2. How do I get started with the ESET Mobile Security for Android application?

Visit our interactive getting started page for guided help to download, install, activate and setup ESET Mobile Security for Android.

3. Where can I get ESET Mobile Security for Android?

Click a vendor below to get ESET Mobile Security for Android:

• Google Play Store
• Amazon Appstore
• Download here directly from ESET

4. I have a current license for an earlier version of ESET Mobile Security for Android—am I eligible for a free upgrade to the new Android product?

Yes. Users with a valid ESET Mobile Security for Android license are eligible to upgrade to the latest version for free. Follow the upgrade notification instructions on your device or visit our ESET Knowledgebase article for instructions to upgrade.

5. I have a Multi-Device Security license—can I install ESET Mobile Security from Amazon.com or Google Play?

Yes, you can download ESET Mobile Security and activate it with your ESET-issued Username and Password. If you have a username and password, you will need to convert it to a license key.

6. Is there any difference in product features between the Google Play, Amazon Appstore and ESET Web shop versions of ESET Mobile Security?

Most of the features included in the app are available for each vendor. These are the only differences you will find in different vendor versions of ESET Mobile Security:

• • The version downloaded from Google Play offers an additional option to send promotional codes to your friends.
  • To access features that use SMS services in ESET Mobile Security downloaded from Google Play, you need to install the ESET SMS Tool application. For more information, visit the ESET SMS tool documentation or our Knowledgebase article.
  • Version numbers may differ for each vendor.

7. How do I activate premium features in ESET Mobile Security for Android?

See the following Knowledgebase article for instructions to Activate premium features in ESET Mobile Security.

8. On how many devices can I install ESET Mobile Security?

If you purchased ESET Mobile Security through Google Play or Amazon.com, you can install ESET Mobile Security or ESET Smart TV Security on up to five separate devices using the same email account.

9. Can I install ESET Mobile Security for Android on my rooted device?

It is possible to install ESET Mobile Security for Android on a rooted device, however, ESET technical support will not provide support for customers with ESET Mobile Security for Android installed on rooted devices.

10. What are the system requirements for ESET Mobile Security for Android to work on my mobile device?

ESET Mobile Security for Android is compatible with all publicly released versions of Android version 4.1 and later. ESET Mobile Security requires Google Play services to work correctly. ESET Mobile Security is not supported on devices without Google Play services such as some Huawei devices.

• Anti-Phishing integrates with the most common web browsers available on Android OS. In general, Anti-Phishing protection is available for stock browsers that come pre-installed on Android devices.

11. Will ESET Mobile Security for Android work on my tablet? What about on my Kindle Fire?

All applicable features and functions of ESET Mobile Security for Android are compatible with tablets running Android version 4.1 and later. Anti-Theft and Call Filter are not available on tablets that do not support calling or messaging.

For more information, refer to the following Knowledgebase article: Will ESET Mobile Security for Android work on my Tablet device? *The latest version of ESET Mobile Security for Android does not support Kindle Fire (1st Gen).

12. Why is SIM Guard not available in my version of ESET Mobile Security for Android?

SIM Guard is unavailable on certain CDMA and WCDMA mobile devices. If SIM Guard is not available on your mobile device, this does not represent a security risk.

13. What is Payment Protection in ESET Mobile Security for Android?

Payment Protection is a premium feature in version 6 that offers additional security against advanced phishing and other attacks for your banking and payment applications. You can find more information in the Payment application help topic.

14. How do I prevent the ESET Mobile Security for Android from being deactivated on Huawei and Xiaomi devices with MIUI ROM?

Navigate to Settings → Advanced settings → Battery manager → Protected apps and mark ESET Mobile Security as Protected.

15. How do I receive updates for ESET Mobile Security for Android?

Google Play Store and Amazon Appstore purchases will automatically download detection engine and module updates through Google Play or Amazon Appstore whenever they become available. There are two important update types for ESET Mobile Security for Android:

• Version updates, see Update for manual updates
• Detection modules updates, see Update detection modules

All updates to ESET Mobile Security for Android are downloaded using your device's data connection. You are responsible for all costs associated with downloading module updates (data transmission fees, roaming fees, etc, if applicable).

16. I purchased ESET Mobile Security for Android on ESET.com, can I use the Google Play or Amazon Appstore version?

Yes, if you want to change to the Google Play or Amazon version, download the app from either of these services and install over your previous version of ESET Mobile Security.

You can also download ESET Mobile Security for Android from Google Play or Amazon Appstore, and activate it with your license purchased from ESET.com.

17. I purchased ESET Mobile Security for Android from Google Play but can't activate it. What should I do?

See the following ESET Knowledgebase article for help with Activation of ESET Mobile Security from Google Play failed. You will need the Google wallet transaction email containing your order number and the email account associated with your purchase to complete activation.

18. What customer support is available for ESET Mobile Security for Android?

All versions of ESET Mobile Security for Android have online contextual help. Tap the question mark (?) at the top of any module to access contextual help specific to that module. Contextual help contains detailed descriptions of the features and functionalities in a given module.

For additional assistance, tap menu from the ESET Mobile Security for Android main menu and then tap technical support. Here you can access the online ESET Knowledgebase or complete a support form to email your issue directly to ESET technical support.

19. Is there a trial version of ESET Mobile Security for Android?

Yes, a 30-day Trial version of ESET Mobile Security is activated once with the first installation per email address. Additionally, there is a Free version of the software available. See our ESET Knowledgebase article for a comparison of features in the Free and Premium product versions.

20. How do I reset my my.eset.com password?

See the following ESET Knowledgebase article for instructions to Reset my Security password for ESET Mobile Security for Android

21. What content is deleted using the Remote Wipe feature?

The ESET Remote Wipe feature will delete all contacts, messages, emails, installed applications including app cache, local calendars, user profile, browser history, Android browser bookmarks, your Google account and the SD card content from your phone.

22. Why is there no ESET product available for Windows Phone and Apple iOS (iPhone, iPad, iPod Touch)?

Windows Phone and Apple iOS are proprietary operating systems with their own application stores. The only way to install software on your device is through these stores. Publishers verify each application and guarantee it is malware free. The applications from these stores cannot be run in the background, nor can they scan and delete other programs. Additionally, each application runs in its own segment– a sandbox–so that even if there is any malware bundled in with an application, it cannot be installed and spread to other programs.

23. Can I use ESET Mobile Security for Android on a dual-SIM device?

While it is possible to use ESET Mobile Security for Android on a dual-SIM device, Anti-Theft will not be supported on such devices.

24. How do I stop receiving Special offers and news from ESET?

To access this option in ESET Mobile Security, tap Menu → Settings → Special offers.

25. What happens if a Potentially unwanted or unsafe application is detected?

ESET Mobile Security will display a warning if you try to install potentially unwanted or unsafe application. Tap Remove to uninstall the application or to send it to quarantine, tap Menu in the upper right corner and select Quarantine. For more options, tap More info to see detailed information about the threat. If you trust the application, ignore the warning and continue using the application by tapping the Menu icon in the upper right corner and selecting the Ignore option.

26. How do I turn off Permanent notifications?

To find this option in ESET Mobile Security, tap menu → Settings → Permanent notification (This option is enabled by default.)

Android 8 users: Tap and hold the ESET Mobile Security "You are protected" notification in your device's notifications bar and then tap the slider bar next to Permanent Notification. Tap Done.

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SMS Remote Text Commands

You can use a trusted contact's device to send the following text commands to your device. You can only use this feature if you have already added a trusted contact to your device. You will not be able to send these commands from a device unless it belongs to a contact listed as a trusted contact in ESET Mobile Security for Android.

For a list of the text commands you can send, visit our Knowledgebase article.

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ESET Mobile Security Known Issues

• SMS and Call services

Due to new restrictions in Google Play, the ESET Mobile Security features that require SMS and Call services permissions are not available if you download ESET Mobile Security for Android from Google Play. To access features that use SMS and Call services in ESET Mobile Security downloaded from Google Play, you need to install the ESET SMS Tool application. For more information, visit the ESET SMS tool documentation or our Knowledgebase article.

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Privacy Policy for App permissions

ESET does not use these permissions for data collection or marketing purposes. To protect your personal information and your Android device’s resources, ESET Mobile Security for Android needs to access and in some cases control specific device functions. For detailed explanations of what each type of permission is used for, see the table below.

To see the permissions given to ESET Mobile Security for Android after installation, follow these steps:

1. Tap Settings→ Apps (or Manage Applications) to open your device (in some cases, Menu→ Settings).
2. Tap ESET Mobile Security to view the application’s specific permissions.

For Anti-Phishing to function properly and protect you against dangerous websites, you must allow the Accessibility function.

Permissions for Android version 6 and later

ESET Mobile Security uses dynamic permissions for Android version 6 and later. You will be asked to allow application permissions the first time you use the application features requiring those permissions.

Application feature	Application Permission	Usage by ESET Mobile Security & Antivirus
Installation	Read phone information	links the license to the unique device identifier to activate the product
	Read files	accesses your files and searches for threats to keep your device safe
Antivirus	Read files	accesses your files and searches for threats to keep your device safe
Call Filter	Access calls	stops unwanted calls
Anti-phishing	Monitor your actions	notifies you when you're interacting with apps
	Retrieve window content	inspects the contents of windows you're interacting with
SMS commands	Location	accesses device location to report it in the event your device is marked as missing
Anti-Theft web control	Location	accesses device location to report it in the event your device is marked as missing
	Access camera	takes pictures when the device is stolen
Anti-Theft sim guard	Read phone information	detects SIM card removal
	Send messages	notifies your trusted contacts about missing trusted SIM card
	Read contacts	To select a contact from your phone
Anti-Theft SMS text commands	Read messages	accesses remote commands you send
	Send messages	sends replies to remote commands you send
	Find device location	reports device location in the event your device is marked as missing
Draw over other apps		Necessary for Anti-Theft to be able to lock the device in the event that your device is stolen. (If you download ESET Mobile Security from Google Play, this permission is activated by default)

Click here to view permissions for Android version 4 and 5

Application permission	Google Play description	Usage by Mobile Security & Antivirus
In-app purchases	Allows the user to make purchases from within this app	Allows you to upgrade from the Free/Trial to Premium version of the app
Device & app history	Allows the app to access information about device activity, apps that are running, browsing history and bookmarks	Allows access to your web browser history and bookmarks so that the Wipe command can be used to delete this data from your device in the event it is marked as missing. Anti-Phishing analyzes URLs in your browsing history to determine if they are unsafe, and to protect against malicious websites attempting to acquire your sensitive information.
Identity	Uses accounts on the device, profile data	Accesses basic user data so you can sign in to your accounts. Allows the Remote Wipe command to remove personal accounts from the device when marked as missing.
Calendar	Uses calendar information	Allows access to the calendar so that it can be deleted from your device if you activate the Wipe command.
Contacts	Uses contact information	Allows adding contacts from a contact list.
Location	Uses the device's location	Retrieves the location of your device when you request the location from an authorized device or my.eset.com after you marked it as missing.
Phone	Uses: phone and call log. Charges may apply.	Accesses your phone settings so the Call Filter, Group Blocking, and Block Last Caller features can block incoming calls from contacts that you chose to block; modifies the audio settings to increase the device volume if you use the Siren command.
Photos/Media/Files	Uses: files on the device, such as images, videos, or audio; the device's external storage	Allows ESET Mobile Security to access your files and search for threats to keep your device safe. Also allows access for the Wipe command in the event that the device is stolen.
Camera	Uses the device's camera(s)	Allows a camera to take pictures in the event that the device is stolen.
Wi-Fi connection information	Allows the app to access information about Wi-Fi networking, Wi-fi usage, and connected Wi-Fi device names	Checks online status when Anti-Theft commands are sent (Lock, Find, Siren, and Wipe) and allows a device to update detection engine.
Device ID & call information	Allows the app to check the phone number and device IDs, call activity, and the remote number connected by a call.	Allows the unique device identifier to connect or reconnect the device to your my.eset.com account. For the Call Filter, Group Blocking and Block Last Caller features, the app accesses your phone settings to block incoming calls from contacts that you have previously chosen to block and to modify the audio settings to increase the device volume if you use the Siren command.