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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 5.3 and later users
  • ESET Mobile Security for Android 5.2 and earlier users
  • Contact ESET Technical Support
Business users

As an EMS 5.2 and earlier License owner, you can also reset the password in ESET Endpoint Security for Android by entering the Username and Password received in the license email. Visit the ESET Mobile Security for Android 5.2 and earlier users section and select Offline device / Google Play purchases or Offline device / ESET purchases depending on where you purchased the license from.

Details

In EMS 5.3, the security password has been removed. To unlock your locked device, you will need to access your my.eset.com password. EMS 5.3 and later also requires users to create a Personal Identification Number (PIN) to restrict access to program settings.

Solution

ESET Mobile Security for Android 5.3 and later users

Reset your password for myESET

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


ESET Mobile Security 5.2 and earlier users

Discover More help  [KB3013] Which version (32-bit or 64-bit) of ESET endpoint products should I download?

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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