[KB2949] Reset a lost or forgotten password for ESET Mobile Security for Android (6.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
- ESET Mobile Security for Android 6.x and later users
- Contact ESET Technical Support
Details
Click to expand
In EMS 6.x, the security password has been removed. To unlock your locked device, you will need to access your my.eset.com password. EMS 6.x and later also requires users to create a Personal Identification Number (PIN) to restrict access to program settings.
Solution
Reset your password for myESET
-
Type or copy/paste in 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 -
Type or copy/paste in and confirm a new password and click Confirm Change.
Figure 1-3 -
Click Ok.
Figure 1-4 -
Type or copy/paste in 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 - Type or copy/paste in 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 - Type or copy/paste in 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 - Type or copy/paste in and confirm a new password and click Confirm Change.
Figure 2-9 - Click Ok.
Figure 2-10 - Type or copy/paste in the new password on your device and tap Enter. Repeat steps 3 and 4.
Figure 2-11
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.
