[KB5711] Recover or mark a device as missing or stolen in ESET Anti-Theft portal



Getting started with ESET Anti-Theft: Step 3 of 4 ← Optimization | Troubleshooting

Follow the steps below to enable device tracking and additional Anti-Theft features to help you recover your device if it is ever lost or stolen.

  1. Login to your my.eset.com online account.
  2. Select Anti-Theft.

Figure 1-1

  1. Select the device that is missing.

Figure 1-2

  1. Click My device is missing.

Figure 1-3

  1. The confirmation message below is displayed. Review the information provided and click Mark as missing.

    Figure 1-4

    When a device is marked as missing, the following ESET Anti-Theft features are activated:
    • Email notification is sent informing you that the device status has been changed to missing.
    • The ESET product on your device records information from the device at regular intervals starting when the missing device accesses the internet. You can view this data in the Activity tab of the Anti-Theft portal of your my.eset.com account.
    • The Phantom Account opens automatically when the missing device accesses the internet (while keeping your actual user accounts hidden). The missing device automatically restarts and opens the Phantom account within three minutes of accessing the internet. It also collects data about the device location and sends it to your my.eset.com account. 

Figure 1-5

  1. We highly recommended taking the following actions to mitigate potential damage caused by criminals:
    • Report the loss or theft of your device to police with a detailed description including the make, color and serial number
    • Only share my.eset.com information (for example, any pictures captured with the built-in camera) with police
    • Change your email account password
    • Change your internet banking password and monitor your bank accounts for suspicious transactions
    • Change all your social media account passwords

Recover a device in the my.eset.com ESET Anti-Theft portal

Do not remove your device from my.eset.com ESET Anti-Theft portal

If you have marked your device as missing, do not delete or remove it from my.eset.com. If you have already done so, contact ESET technical support for assistance to recover your device.

If you have marked a device missing in ESET Anti-Theft portal and then located this device, it is important you recover your device the correct way. If you have received a suspicious activity notification from ESET Anti-Theft, mark your device as "not missing".

  1. Login to your my.eset.com online account.
  2. Select Anti-Theft.

Figure 2-1

  1. Select the device you want to mark as recovered.

Figure 2-2

  1. Click Marked as missing → I recovered my device

Figure 2-3

  1. Click I recovered my device to confirm that it is no longer missing. The device will restart and your normal user account will be re-enabled.

Figure 2-4

Unable to recover a device in ESET Anti-Theft

In some scenarios, a device cannot be recovered using the standard recovery method.

You may be logged into the Phantom Account (an extra user account created by ESET to protect your information). If you are logged into the Phantom account, you will be unable to access your regular account until the device is marked recovered. Follow the and allow up to 20 minutes for the device to restart. If the device does not restart automatically, mark it as missing again and then repeat the steps to recover the device.

If your device is marked as missing, do not remove it from my.eset.com. If you have done so, you must contact ESET technical support for assistance to recover your device.