Issue

Details

In EMS 5.3, the security password has been removed. To unlock your locked device, you will need to access your my.eset.com password. EMS 5.3 also requires users to create a Personal Identification Number (PIN) to restrict access to program settings.

Solution

ESET Mobile Security for Android 5.3 users

Reset your password for my.eset.com

Reset your PIN

Reset your password for my.eset.com

1. Tap Unlock.
   
   

   

   Figure 1-1

2. Tap Forgotten Password.
   
   

   

   Figure 1-2

3. Visit https://login.eset.com/LostPassword.
   
   

   

   Figure 1-3

4. Enter the email address you used to register with my.eset.com and click Send.
   
   

   

   Figure 1-4

5. Log in to your email account, open the my.eset.com.account: Reset password email and click the link.
   
   

   

   Figure 1-5

6. Enter and confirm a new password and click Confirm Change.
   
   

   

   Figure 1-6

7. Click Ok.
   
   

   

   Figure 1-7

8. Enter the new password on your device and tap Unlock.
   
   

   

   Figure 1-8

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Reset your PIN

1. Tap Forgot Your PIN?
   
   

   

   Figure 2-1

2. Enter your my.eset.com password, tap ENTER and proceed to step 3. If you forgot your my.eset.com password, proceed to step 5.
   
   

   

   Figure 2-2

3. Create a new PIN and tap the check mark.
   
   

   

   Figure 2-3

4. Confirm the new PIN and tap the check mark. Your PIN is now reset, you are done.
   
   

   

   Figure 2-4

5. Tap I forgot my password.
   
   

   

   Figure 2-5

6. Enter the email address you used to register with my.eset.com and click Send.
   
   

   

   Figure 2-6

7. Log in to your email account, open the my.eset.com.account: Reset password email and click the link.
   
   

   

   Figure 2-7

8. Enter and confirm a new password and click Confirm Change.
   
   

   

   Figure 2-8

9. Click Ok.
   
   

   

   Figure 2-9

10. Enter the new password on your device and tap Enter. Repeat steps 3 and 4.
    
    

    

    Figure 2-10

 

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ESET Mobile Security 5.2 and earlier users

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

Email — Request an unlock code by email

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

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

Offline device / Google Play purchases — Use the form on this page to reset your password if you purchased your license from Google Play

Offline device / ESET purchases — Use the form on this page to reset your password if you purchased your license from eset.com

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

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 3-1

2. 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.
   
   
3. Tap Save to reset your password.

Figure 3-2

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Send a reset password SMS from your Trusted Friend's device

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 4-1

 

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Reset password on my.eset.com

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

Figure 5-1

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 5-2

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 5-3

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 5-4

 

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If your device is not connected to the internet, use one of the forms below to request an unlock code

I purchased my ESET Mobile Security license from Google Play

Request an unlock code using your Google Account Email and Order number. The Google Play order receipt email you received from Google Play after your purchase of ESET Mobile Security contains your order number. (Click to view an image) You can also find the order number in your Google wallet under Transactions.

1. Type your Google Account Email address (this must be the same email address 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 or in the Google Play order receipt email you received after your purchase.
   
   
3. Copy and paste the Order Number in the corresponding field below.
   
   
4. Type the code displayed on your locked device’s screen in the Code field. If you do not see a code displayed on your device's screen, tap Unlock → Use password → Forgotten Password? → Customer Care.

 

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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.