[KB2949] Reset a lost or forgotten password for ESET Mobile Security for Android (6.x)

Issue

Details


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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

  1. Reset your password for myESET
  2. Reset your PIN

Reset your password for myESET

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

  2. Type or copy/paste in the email address you used to register with my.eset.com and click Send.

    Figure 1-1
  3. Log in to your email account, open the my.eset.com.account: Reset password email and click the link.

    Figure 1-2
  4. Type or copy/paste in and confirm a new password and click Confirm Change.

    Figure 1-3
  5. Click Ok.

    Figure 1-4
  6. Type or copy/paste in the new password on your device and tap Unlock.

    Figure 1-5

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. 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
  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. Type or copy/paste in the email address you used to register with my.eset.com and click Send.
    Figure 2-7
  8. Log in to your email account, open the my.eset.com.account: Reset password email and click the link.
    Figure 2-8
  9. Type or copy/paste in and confirm a new password and click Confirm Change.
    Figure 2-9
  10. Click Ok.
    Figure 2-10
  11. 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.

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