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yvonne kirsteinyvonne kirstein 

Locked out of my mobile phone

I am locked out of my phone. I downloaded the AVG free antivirus for mobile which included 30 days free of pro security anti theft features. I set up passwords online, then tried the security features. Horror, my phone did not recognize any of the passwords I set up online. In desperation I thought if I deleted the device from my online profile, it would reset and disable the features on the phone. NO it did not! My phone remains locked. I am without the use of my phone. The support available is only through email, and this is not timely, and I do not know how long this will take. I tried the phone number given on the bottom of the page, "contact us", but they told me that they do not support the free products over the phone. Well, I was considering upgrading once the trial period was done, but that won't happen now considering your product has malfunctioned on my phone!!!! I want access to my mobile phone!!!!
Best Answer chosen by Petr Jezek (Avast)
yvonne kirsteinyvonne kirstein
Follow up note: I kept trying passwords and realized that I thought I had set my passwords, and that they were 7 and 8 characters long. But in small print I noticed that it said that passwords must be between 4-6 characters long.....So I retried my passwords dropping the last 2-3 characters and came up with the passwords. Why in the world did your system allow me to enter passwords that were too long without giving me any heads up that I was doing that?????My suggestion to AVG....When someone tries to set a password that is too long, Give a WARNING, and do not accept it until it is corrected. As well, what are you going to do if someone is locked out of their cell phone and does not have access to the online settings or the app??? I don't think I am going to upgrade after the trial period, because I need better support than just email only....And if you tell me that you support paid products via phone, but not the free....I ask you, a trial isn't a trial if someone isn't getting the full experience of the product support. And the fact that I was stuck with my phone locked, and your support people would not help me because it was a "free" and "trial" version shows very, very poor support and not worth paying for.

All Answers

yvonne kirsteinyvonne kirstein
Follow up note: I kept trying passwords and realized that I thought I had set my passwords, and that they were 7 and 8 characters long. But in small print I noticed that it said that passwords must be between 4-6 characters long.....So I retried my passwords dropping the last 2-3 characters and came up with the passwords. Why in the world did your system allow me to enter passwords that were too long without giving me any heads up that I was doing that?????My suggestion to AVG....When someone tries to set a password that is too long, Give a WARNING, and do not accept it until it is corrected. As well, what are you going to do if someone is locked out of their cell phone and does not have access to the online settings or the app??? I don't think I am going to upgrade after the trial period, because I need better support than just email only....And if you tell me that you support paid products via phone, but not the free....I ask you, a trial isn't a trial if someone isn't getting the full experience of the product support. And the fact that I was stuck with my phone locked, and your support people would not help me because it was a "free" and "trial" version shows very, very poor support and not worth paying for.
This was selected as the best answer
Alan BinchAlan Binch
Yvonne, Have a look @ this link (http://forums.avg.com/ww-en/avg-forums.tpl-stdfull?sec=thread&act=show&id=435) & please complete the feedback.
AVG Guru
Ujvara TahiriUjvara Tahiri
I am having the same problem with my LG - I hate this - I am locked out of my own phone - why all this pain in the a*** - AVG pls do something or else I will hate you with all of my might - and you don't want that for sure. !!!
Addison WilliamAddison William
I am having the same problem with my Google.
Justi FiedJusti Fied
i change the sim card and now im blocked,,,i reset my password and again  is wrong password  pls help me thnx,,,  avg  anti-theft   in my scren  is   - this device is lost or stolen   please returne mz device    and mz gmail   is   balialban3@gmail.com  but password is always wrong
Marisa JimisonMarisa Jimison
I'm also having the same issue with my phone. I got locked out when I changed the sim card to test out a different carrier and now I dont remember the password.. I tried numerous different passwords and nothing works. I'm very upset because I puchased the pro anti-theft. I looked at the online directions and its not helpful either, these are them:
"Instructions

If the Anti-Theft service is enabled on your Android phone and you change your sim card, the phone will be locked. To unlock the phone please enter the password that you have set up when enabling the Anti-Theft service. 

Important: Do not remove your device from the Remote Management at www.avgmobilation.com. Removing the device will keep it locked.

In case your phone is locked and you do not remember your password, please follow these steps to unlock it:

1) Make sure that the phone can connect to Internet. You can do this by either being in range of a known Wi-Fi network that you connected to previously, or by inserting a sim card with data capability.

Tip: In case you have disabled Wi-Fi or data connection on your phone, you may be able to enable them by changing the sim card again and swiping down from the top of the screen immediatelly after the device starts, but before the lock screen is shown. This will open the quick access menu on your phone where you can enable your connections. 
2) Visit www.avgmobilation.com and log in with your Google Account or AVG MyAccount, that you used when setting up the Anti-Theft service.
3) Use the Lock feature and enter a password to lock the device. Use a simple password with 4-6 characters (e.g. 1234).
4)Wait a few minutes for the phone to synchronize the new settings, and then enter the new password on the lock screen. Please note that you may see another lock screen after entering the password. In that case please enter the new password again.
5) Your phone will be unlocked.
6) Change the password again via www.avgmobilation.com to a more secure one, or disable the Device Lock and Device Administrator options in the Anti-Theft settings in AVG AntiVirus on your phone."

I did step #1 and #2 but when I logged in I got this message:
 
"There are no devices registered.
Please register your device for the Anti-Theft Service from within the AVG AntiVirus app."

How do I do this if my phone is locked and I don't have the unlock password? This is very fustrating. please help me resolve this issue, I'm a paying customer and am very annoyed so far. Please help me. My email's marisaj54@hotmail.com (mailto:marisaj54@hotmail.com)               
Dean DaviesDean Davies
Unlock phones via link instructons..>
https://support.avg.com/SupportArticleView?l=en_US&urlname=Unlock-a-device-locked-by-AVG-AntiVirus-for-Android (https://support.avg.com/SupportArticleView?l=en_US&urlname=Unlock-a-device-locked-by-AVG-AntiVirus-for-Android)
Leslie BennettLeslie Bennett
No one is addressing the problem of an "Please register your device for the Anti=Theft Service from within the AVG AntiVirus app."  The device is locked.  Not possible to register from within the app when you can't unlock the device!  I share this problem.
Sonia MercadoSonia Mercado
I agree with the previous posts assessments! Why IN THE WORLD would you allow us to create a 13 digit password, but only allow 6 digits?  I have spent the last three hours chatting with three live chatters in India and sent my own question to the community forum! This is ridiculous!
Byamukama MichaelByamukama Michael
I have tried several times the instructions via the link below but still my phone has remained locked for the last 3 days. AVG can you please unlock my phone.

https://support.avg.com/SupportArticleView?l=en_US&urlname=Unlock-a-device-locked-by-AVG-AntiVirus-for-Android (https://support.avg.com/SupportArticleView?l=en_US&urlname=Unlock-a-device-locked-by-AVG-AntiVirus-for-Android)
Julie FosterJulie Foster
OMG. I'm so glad I read the first post.  I had locked 6 apps.  Set up my password and NO did not get any warning that it was TOO LONG.  I kept trying and trying.  I thought I'd remembered my password incorrectly.  Was going crazy.  Then thought I'd try the community support.  I read that first post and then retried my password leaving off the last 2 digits and lo and behold - UNLOCK.  I was getting very nervous that I would never be able to access some of the applications that I'd locked.  Not sure I'll use the lock feature but glad I now know the "trick" in unlocking.
Stefan KolStefan Kol
Paste only 6 char from your password even if it was longer.
It works. 
And for the future REMEMBER to enter only 4-6 char in password because more char are ignored (stupid solution but it is)
A K DATTAA K DATTA
Remember the Password is max 6 characters to open anti theft lock out .Try to remember and keep trying the ones you normally use ,there is no restriction in no of attempts and  and like me  you will surely  hit the  right password..Going to AVG site for lock opening support does not help at all 
Dondon VillaralboDondon Villaralbo
My device was locked and the message apprearing on the screen is Device locked by Admin.  i have already set  basic 4 digit password to unlock it but horror until now i could not unlock my phone. What will i do? 
Alan BinchAlan Binch
User Dondon Villaralbo has posted their own topic (https://support.avg.com/answers?id=9060N0000000THQQA2).
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