Phone locked

[Miracle]

Hello, I've seemed to accidentally lock my phone and the anti-theft system required me to put in a password.

I selected the unlock option thinking that I have the password remembered, but that isn't the case, and now I'm permanently locked out of my own phone.

What should I do?

[Flood and Flood's wife]

2 hours ago, Miracle said:

I've seemed to accidentally lock my phone and the anti-theft system required me to put in a password.

I selected the unlock option thinking that I have the password remembered, but that isn't the case, and now I'm permanently locked out of my own phone.

What should I do?

Hello @Miracle, 

Welcome!

1. Is the locked phone an Android? 

IF (your) normal pin code does not work, *using another device* sign into your MyKaspersky account, go to: https://my.kaspersky.com/MyDevices#/portal/pages/devices - get the: Recovery code - see image - & enter that into the locked phone:

Spoiler

⚠️WARNING - *don't* select Disconnect device - under any circumstances - otherwise the phone will be disconnected from (your) MyKaspersky account & then (your) *only* option will be to factory reset the phone⚠️

Post back if you need any further help & please share the outcome with the Community? 

Thank you🙏
Flood🐳+🐋

What to do if you forgot the secret code for a mobile device?

Edited November 26, 2023 by Flood and Flood's wife
grammar

[Miracle]

@Flood and Flood's wife

Thank you for the reply.

I tried that multiple times, and it doesn't seem to work.

It instead locked me out from attempting again for a few minutes and increasing each try.

Is there any other way I can recover my phone, or do I have no choice but to factory reset?

[Flood and Flood's wife]

2 hours ago, Miracle said:

• I tried that multiple times, and it doesn't seem to work.
• It instead locked me out from attempting again for a few minutes and increasing each try.

1. Is there any other way I can recover my phone, or do I have no choice but to factory reset?

Hello @Miracle, 

You're most welcome!

Sorry for the delay, we had to test it on our phones, we can't make it *not* work, unfortunately. 

1. As far as we know there's only the process we've suggested in our first reply, however, before performing a Factory reset, please log a request with Kaspersky Customer Service, *in case they have an alternative* -> on the support page, select either Chat or Email, then fill in Kaspersky Security & VPN, Anti-theft protection issues template. 

Please share the outcome with the Community, when it's available? 

Thank you🙏
Flood🐳+🐋

Edited November 26, 2023 by Flood and Flood's wife
spelling😌

[Miracle]

@Flood and Flood's wife thank you for your help.

I will be contacting Costumer Service and see if there is any way for them to help and for me to salvage this.

I'll post further update on whether there be an alternative way or that I need to factory reset my phone.

I'm hopeful it's the former.

[Flood and Flood's wife]

23 minutes ago, Miracle said:

thank you for your help.

 

Hello @Miracle, 

You're most welcome!

1. Are you *absolutely* certain that (your) normal access/pin code, that you use every day, does not work? 
2. Has the phone been turned OFF - then ON?  (Not Factory Reset)

Thank you🙏
Flood🐳+🐋

Edited November 26, 2023 by Flood and Flood's wife
added question

[Miracle]

@Flood and Flood's wife 

Apologies on the delay in my reply.

I have contacted costumer support, and they offered me little to no help if at all, and have given up on me very quickly.

After suggesting me all the same kinds of 'solution' as I have seen everywhere else, they then went on and tell me there is no other choice but to factory reset it; to which I did.

But no sooner after I had done so, I found out that you can override this security lock with a device finder site (Google's Find My Device and Samsung's SmartThings Find are two such examples).

I am now in the process of restoring my backed up data as we speak. Though I have undoubtedly lost some that has not been backed up yet.

 

[Flood and Flood's wife]

14 hours ago, Miracle said:

• I have contacted costumer support, and they offered me little to no help if at all, and have given up on me very quickly. After suggesting me all the same kinds of 'solution' as I have seen everywhere else, they then went on and tell me there is no other choice but to factory reset it; to which I did.

1. But no sooner after I had done so, I found out that you can override this security lock with a device finder site (Google's Find My Device and Samsung's SmartThings Find are two such examples).

• I am now in the process of restoring my backed up data as we speak. Though I have undoubtedly lost some that has not been backed up yet.

 

Hello @Miracle, 

Welcome back!

1. Thank you for the Google's Find My Device and Samsung's SmartThings Find information. 
2. As far as we understand: Google's Find My Device is designed to: Find, lock, or erase your lost Android device & SmartThings to find a device whether it's online or not. 
3. Again, as far as we understand - neither app has the ability to *unlock* a phone that's been secured by another app - have (you) actually tested "I found out that you can override this security lock with a device finder site"? We'd be interested to know the results please - our tests so far are not promising.

Using Google, for example, IF the device is locked - which yours was - the find an Android device presumably would find the device as you already know the device has power and is connected to mobile data or WiFi, whether or not location was turned on (you would know), signed in to a Google Account, (you would know), Is visible on Google Play (you would know), you could check that on another device - (ioo) - this Find procedure will not overide the lock. 

The Google lock procedure will not override an already locked device. 

The Google erase procedure *may* override Kaspersky but, we're not going to test, we're not going to erase our device. 

Please post back? 

Thank you🙏
Flood🐳+🐋

Edited November 29, 2023 by Flood and Flood's wife
grammar

[Miracle]

@Flood and Flood's wife

You're right, Google's Find My Device has no such function to unlock your phone, that was my error.

But the way that my phone's reset happened was quite an oddly hilarious thing:

I did requested a data wipe on the Kaspersky site, but the command isn't going through because, apparently, the site thinks that my phone isn't connected to the internet (I assume in part because I had drained the battery on purpose and turned it back on again to see if that would do anything, it didn't).

So I went and looked around some more to somewhat try unlocking my phone, preferably without going to a specialist.

And I had chanced to somehow remember that Samsung SmartThings Find does, in fact, have that kind of function. I went to the site and clicked the remote unlock button, it worked flawlessly.

But as soon as it worked, of course, Kaspersky's data wipe command also came in, that means all my data gets wiped right then and there. As I watched a metaphorical milk spill out from a bottle I had just opened.

I won't recommend you try to data wipe to see if it works, but the remote unlock did in fact worked.

[Flood and Flood's wife]

2 hours ago, Miracle said:

You're right, Google's Find My Device has no such function to unlock your phone, that was my error.

And I had chanced to somehow remember that Samsung SmartThings Find does, in fact, have that kind of function. I went to the site and clicked the remote unlock button, (1) it worked flawlessly.

Hello @Miracle,

Thank you for posting back & the information.

We didn't test SS, we were too busy trying to work out WTH you were on about with Google, then rushing to medical appointments.

(1) Not for much longer, 4 days in fact: 

Thank you🙏
Flood🐳+🐋

Edited November 30, 2023 by Flood and Flood's wife
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