[KB2949] Reset a lost or forgotten password for ESET Mobile Security for Android
Issue
- Your mobile device has been locked by ESET Mobile Security for Android (EMS) due to the insertion of an untrusted SIM card or because you sent a remote lock command to your mobile number
- You forgot your Personal Identification Number (PIN) or your user-defined security pattern
- ESET Mobile Security for Android 5.3 and later users
- ESET Mobile Security for Android 5.2 and earlier users
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 and later also requires users to create a Personal Identification Number (PIN) to restrict access to program settings.
Solution
ESET Mobile Security for Android 5.3 and later users
Reset your password for my.eset.com
Reset your password for my.eset.com
- Visit https://login.eset.com/LostPassword.
- Enter the email address you used to register with my.eset.com and click Send.
Figure 1-1 - Log in to your email account, open the my.eset.com.account: Reset password email and click the link.
Figure 1-2 - Enter and confirm a new password and click Confirm Change.
Figure 1-3 - Click Ok.
Figure 1-4 - Enter the new password on your device and tap Unlock.
Figure 1-5
Reset your PIN
- Log in to the EMS app and tap Anti-Theft.
Figure 2-1 - Tap Forgot Your PIN?
Figure 2-2 - Enter your my.eset.com password, tap ENTER and proceed to step 4. If you forgot your my.eset.com password, proceed to step 6.
Figure 2-3 - Create a new PIN and tap the check mark.
Figure 2-4 - Confirm the new PIN and tap the check mark. Your PIN is now reset, you are done.
Figure 2-5 - Tap I forgot my password.
Figure 2-6 - Enter the email address you used to register with my.eset.com and click Send.
Figure 2-7 - Log in to your email account, open the my.eset.com.account: Reset password email and click the link.
Figure 2-8 - Enter and confirm a new password and click Confirm Change.
Figure 2-9 - Click Ok.
Figure 2-10 - Enter the new password on your device and tap Enter. Repeat steps 3 and 4.
Figure 2-11
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
-
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
- 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.
- Tap Save to reset your password.
Figure 3-2
Send a reset password SMS from your Trusted Friend's device
- 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 - Type a new security password in the Security password and Confirm password fields and tap Save.
Figure 4-1
Reset password on my.eset.com
- Go to https://anti-theft.eset.com/
- Click Sign in.
Figure 5-1
- 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
- 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
- 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
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.
- 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.
- 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.
- Copy and paste the Order Number in the corresponding field below.
- 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.
Figure 6-1
- Type the two words you see in the picture below.
- Click Submit. An email with the unlock code will be sent to your Google account email. (This is the same email address your Google Play order receipt was sent to.)
Figure 6-2
- Locate the unlock code in the email that you receive. (click to view an animation of the email)
- From the lock screen, tap Unlock → Use password → Forgotten Password? → Email. Type the unlock code in the Verification Code field, type a new password in the New Password fields and tap Save. Take note of your new password. It will be effective immediately when you tap Save.
Figure 6-3
I purchased my ESET Mobile Security license from eset.com
Request an unlock code using your ESET-issued Username and Password. The license email you received after your purchase of ESET Mobile Security contains your username and password (Click to view an animation of this email).
- Type your ESET-issued Username and Password in the corresponding fields below.
- 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.
Figure 7-1
- Type the two words you see in the picture below.
- Click Submit. An email with the unlock code will be sent to the email address associated with your ESET Mobile Security License Key. (This is the same email address your ESET-issued username and password were sent to.)
Figure 7-2
- Locate the unlock code in the email that you receive. (click to view an animation of this email)
- From the lock screen, tap Unlock → Use password → Forgotten password? → Email and type the unlock code in the Verification Code field and type a new password in the New Password fields and tap Save.
Take note of your new password. It will be effective immediately when you tap Save.
Figure 7-3
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.
