[KB2949] Reset a lost or forgotten PIN 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
  • 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

  1. Reset your password for ESET HOME
  2. Reset your PIN

I. Reset your password for ESET HOME

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

  2. Type or copy/paste in the email address you used to register with ESET HOME and click Send.

    Figure 1-1
  3. Log in to your email account, open the Account password change request email and click the link.

    Figure 1-2
  4. Enter and confirm a new password and click Confirm Change.

    Figure 1-3
  5. You can now log in with your new credentials.

    Figure 1-4
  6. Using your mobile device, enter your new password and tap Unlock.

    Figure 1-5

II. Reset your PIN

  1. Log in to the EMS app and tap Anti-Theft.

    Figure 2-1
  2. Tap Forgot Your PIN?
    Figure 2-2
  3. Enter your ESET HOME password and tap Enter and continue to step 4. If you forgot your ESET HOME password, skip to step 6.
    Figure 2-3
  4. Create a new PIN and tap the check mark.
    Figure 2-4
  5. Confirm the new PIN and tap the check mark. Your PIN is now reset, you are done.
    Figure 2-5
  6. Tap I forgot my password.
    Figure 2-6
  7. Enter the email address you used to register with ESET HOME and tap Send.
    Figure 2-7
  8. Log in to your email account, open the Account password change request email and click the link.
    Figure 2-8
  9. Type and confirm a new password and click Confirm Change.
    Figure 2-9
  10. You can now log in with your new credentials.
    Figure 2-10
  11. Using your device, enter in the new password and tap Enter. Complete steps 3 through 5.
    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 the screen of your locked device.