Advice Request HELP! My device is locked by ESET Mobile Security

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restwrst

restwrst

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This morning I inserted a new SIM card into my phone, which caused my phone to be locked by ESET Mobile Security that is installed on my device. At the moment, I cannot use my phone at all because it requires ESET HOME password or unlock code from @Dave Russo , who manages our license.
Is the only option for me to wait for a response from him, even though we are in different countries and time zone? This is quite urgent, as I need to use my phone immediately.
I tried to place the SIM card just like before but it did not work :(
 
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Why does he manage your phone? Did he give you a free license? Did he buy it for you?

Here is what A.I. says:

🟢 If the phone is ONLINE
Use your ESET HOME password.
1. On the locked phone, tap Unlock.
2. Enter your ESET HOME password (the same one you use to log in at home.eset.com).
3. The device should unlock immediately.
If you forgot your ESET HOME password, you can reset it on the login page.

🔵 If the phone is OFFLINE
You must use the unlock code from your ESET HOME account.
1. Log in to your ESET HOME account on another device.
2. Go to Anti‑Theft.
3. Select the locked device.
4. Open Settings.
5. Scroll to Unlock device → find your Unlock code.
6. Enter that code on the locked phone.
 
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Zero Knowledge said:
Why does he manage your phone? Did he give you a free license? Did he buy it for you?

Here is what A.I. says:

🟢 If the phone is ONLINE
Use your ESET HOME password.
1. On the locked phone, tap Unlock.
2. Enter your ESET HOME password (the same one you use to log in at home.eset.com).
3. The device should unlock immediately.
If you forgot your ESET HOME password, you can reset it on the login page.

🔵 If the phone is OFFLINE
You must use the unlock code from your ESET HOME account.
1. Log in to your ESET HOME account on another device.
2. Go to Anti‑Theft.
3. Select the locked device.
4. Open Settings.
5. Scroll to Unlock device → find your Unlock code.
6. Enter that code on the locked phone.
Click to expand...
It can only be unlocked by using managers' ESET HOME password, not mine
 
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restwrst said:
This morning I inserted a new SIM card into my phone, which caused my phone to be locked by ESET Mobile Security that is installed on my device. At the moment, I cannot use my phone at all because it requires ESET HOME password or unlock code from @Dave Russo , who manages our license.
Is the only option for me to wait for a response from him, even though we are in different countries and time zone? This is quite urgent, as I need to use my phone immediately.
I tried to place the SIM card just like before but it did not work :(
Click to expand...
If this is ESET Mobile Security Anti-Theft / SIM Guard, the lock is working as designed after a SIM change. There are only official ways to unlock it, but you do not necessarily have to wait for Dave if you can access the right ESET HOME account yourself.

Fastest unlock options (try in this order)​

1) Unlock directly on the phone (works if the phone is online)​

  1. On the ESET lock screen, tap Unlock.
  2. Enter the ESET HOME password (the password for the ESET HOME account that Anti-Theft was set up with). (ESET Support)
Tip: If the lock screen shows “Communication failed”, it usually means the phone is not getting internet. From the lock screen, try opening Quick Settings and connect to Wi-Fi (or switch to a different Wi-Fi). Keep the phone plugged in.

2) Generate an unlock code from a computer (works even if the phone is offline)​

From any PC/Mac:

  1. Sign in to ESET HOME.
  2. Go to Anti-Theft → select your device → Settings.
  3. Find Unlock device and copy the Unlock code.
  4. On the phone: Unlock → Unlock with unlock code → enter the code. (ESET Support)

3) If you do not know the ESET HOME password, reset it (only if you control that account)​

If you know which email address is used for ESET HOME on that device, you can reset the ESET HOME password and then unlock. (ESET Support)

Do you have to wait for Dave?​

Only if the phone was enrolled under Dave’s ESET HOME account and you do not have access to that account. In that case, the practical options are:

  • Dave (or another admin with that ESET HOME access) unlocks it from the portal using the steps above. (ESET Support)
  • Contact ESET Technical Support and explain it was locked after a SIM change and you need urgent help. (ESET Support)
There is no safe, legitimate “bypass” I can recommend without the ESET HOME credentials.

After you get back in (to stop it happening again)​

In ESET Mobile Security → Anti-Theft settings, add the new SIM as trusted, otherwise SIM Guard can lock the phone again when the SIM changes. (ESET Online Help)

Message you can paste to Dave​

“Hi Dave, my phone got locked by ESET Mobile Security right after I inserted a new SIM. Can you please unlock it from ESET HOME? Path: ESET HOME → Anti-Theft → select my device → Settings → Unlock device, then send me the unlock code (or unlock it directly). This is urgent.”
 
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Wrecker4923 said:
Object lesson for me: not to ask for licenses managed by other people.
Click to expand...
The license is OK for protection but not for a lock feature such as anti theft.

If the license owner remove your protection you can reactivate or buy a license. But in the case of anti theft, you get locked out of your device.
 
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restwrst said:
This morning I inserted a new SIM card into my phone, which caused my phone to be locked by ESET Mobile Security that is installed on my device. At the moment, I cannot use my phone at all because it requires ESET HOME password or unlock code from @Dave Russo , who manages our license.
Is the only option for me to wait for a response from him, even though we are in different countries and time zone? This is quite urgent, as I need to use my phone immediately.
I tried to place the SIM card just like before but it did not work :(
Click to expand...
Never share licenses, especially with people you do not personally know.
 
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restwrst said:
Thanks guys. A great lesson for me. I didnt expect it would work this way anyway. Currently clinging on my secondary device which is noticeably slow in 2026.
Click to expand...
You should never activate anti-theft features if you are unable to log-in to the account.

You know the saying, don’t release poison without an antidote.

Imagine the member doesn’t login here for days or completely disappears. What will you do exactly?

You will be forced to do a hard reset/flush.
 
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Trident said:
You should never activate anti-theft features if you are unable to log-in to the account.

You know the saying, don’t release poison without an antidote.

Imagine the member doesn’t login here for days or completely disappears. What will you do exactly?

You will be forced to do a hard reset/flush.
Click to expand...
Experience is the best teacher. Thank you.
 
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