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The device is locked and you have forgotten your Mobile Security six-digit PIN


Environment

Affected Products:
McAfee Mobile Security

Affected Platforms:
BlackBerry 
Google Android (Smartphone and Tablet)
Symbian

Summary

This article describes how to recover when your device is locked and you have forgotten the Mobile Security six-digit PIN.

Solution

If you have typed your PIN too many times, and you see a message that your device is locked, see TS101795.

If you have not typed your PIN too many times, and require assistance recovering a forgotten PIN, do the following:

To recover your PIN from the web portal
  1. Go to https://www.mcafeemobilesecurity.com.
  2. Click Forgot your PIN?
  3. Follow the on-screen instructions.

    If your device is locked, you receive a Support PIN to unlock your phone at your registered email address. 
NOTE: You can only use your Support PIN to unlock your device. You cannot use it to log in to your web account.


To recover your PIN from your device
  
On the Mobile Security lock screen of your device, select Forgot PIN.
  • If you have pre-selected buddies, a temporary PIN is sent to them. Get the PIN from your buddies and use it to unlock your device (only applicable for smartphone users).
  • If you do not have pre-selected buddies, an email with PIN reset instructions is sent to your registered email address (applicable for tablet and smartphone users who do not have pre-selected buddies). 
  • For Mobile Security 2.3 on Android devices, you can select the Send me an email option to request a reset link. The link is sent to the registered email address.
NOTE: You can only use a temporary PIN sent to pre-selected buddies to unlock the device. You cannot use it to log in to your web account.


To recover your PIN using your McAfee account
  1. Go to https://www.mcafeemobilesecurity.com.
  2. Type your McAfee account email address and password (the same credentials that you use to log in at http://home.mcafee.com).
  3. Follow the on-screen instructions to access your Mobile Security account. 
  4. Select Settings.
  5. Select Change PIN and follow the on-screen instructions.
NOTE: If you cannot recover your PIN, you can unlock your device by accessing your account online and sending the Unlock command. This function is available only for accounts whose subscription has not expired. Ensure that the device is switched on and connected to a network. 

If you still cannot retrieve your PIN, contact McAfee Support at http://service.mcafee.com (using the chat or phone options) and provide the following information:
  • Name of the McAfee application (Mobile Security)
  • Your user name (phone number for smartphone and email address for tablet)
  • Your registered email address or McAfee Account
  • The IMEI/MEID number of your device (Android ID for tablets)
  • Your registered buddy's name and email address for verification