[KB2949] Reset a lost or forgotten PIN for ESET Mobile Security for Android (7.x–8.x)
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
- You want to Unlock your device with the Unlock code
- Contact ESET Technical Support
Details
Click to expand
To unlock your locked device, you will need to access your ESET HOME password. EMS 6.x and later also requires users to create a Personal Identification Number (PIN) to restrict access to program settings.
Solution
I. Reset your password for ESET HOME
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Visit the Forgotten Password page.
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Type or copy/paste in the email address you used to register with ESET HOME and click Send.
Figure 1-1 -
Log in to your email account, open the Account password change request email and click the link.
Figure 1-2 -
Type and confirm a new password and click Confirm change.
Figure 1-3 -
You can now log in with your new credentials.
Figure 1-4 -
Using your mobile device, tap Unlock.
Figure 1-5 - Type your new password in the field and tap Unlock.
Figure 1-6
II. Reset your PIN
- Open ESET Mobile Security for Android and tap Anti-Theft.
Figure 2-1 -
Tap Forgot Your PIN?.
Figure 2-2 - Type your ESET HOME password and tap Enter. Continue to step 4. If you forgot your ESET HOME password, follow the steps below to reset your ESET HOME password.
Figure 2-3
Reset your ESET HOME password
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Tap I forgot my password.
Figure 2-6 -
Type the email address you used to register with ESET HOME and tap Send.
Figure 2-7 -
Navigate to your email inbox, open the Account password change request email and click the link.
Figure 2-8 -
Type and confirm a new password and click Confirm Change.
Figure 2-9 -
You can now log in with your new credentials.
Figure 2-10 -
Using your device, type in the new password and tap Enter. Complete steps 3 through 5.
Figure 2-11
- 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.
Figure 2-5
Unlock your device with the Unlock code
If your device is locked, you can unlock the device with the Unlock Code in your ESET HOME portal.
- Log in to ESET HOME. If you do not know your ESET HOME password, reset your password.
Figure 3-1 - Click Anti-Theft.
Figure 3-2 - Select your device.
Figure 3-3 - Click Settings.
Figure 3-4 -
Scroll down to the Unlock device section and locate the Unlock code.
Figure 3-5 - Using your mobile device, type your Unlock code and tap Unlock.
Contact ESET Technical Support
If you are not able to use any of the other methods, please contact ESET Technical Support and refer to the code displayed on the screen of your locked device.
