Home Support

English

X

Select your language:

AVG Support Community

Share tips and solutions on AVG Products

Have a question?

Community topics

AVG Gurus

These community experts are here to help

  • (AB) Alan Binch
  • (BA) Borislav Angelov
  • (VB) Vladimir Bartl
  • (SK) Subhadeep Kanungo
  • (MS) Miloslav Serba
Miguel GonzalezMiguel Gonzalez 

Mobile Phone Locked by AVG Anti-Theft - Cannot Unlock

Device Name: GT - 19300
ID: (Can be provided on request if required to fetch my anti-theft password)
Email: migonjam@yahoo.com
Version: OS 4.3 AntiVirus Version 4.1
Type: GT - 19300

Hello,

My phone, a Samsung Galaxy S3 has been locked with the Anti Theft Function of the AVG APP for android and I am unable to unlock it.

I had set the anti-theft and registered months ago however I cant even remember ever setting an anti-theft password.

I attempted to acquire a new sim card for the phone. After installing the sim card and turning my phone on the Anti-Theft screen came up stating, "This device is lost or stolen Please return my device migonjam@yahoo.com" followed by a "Please enter unlock password"

I attempted to reinsert my original sim card to see if that would unlock the device however it did not work.

Unfortunately I do not know the Unlock password, and attempted to use the website: "https://www.avgmobilation.com/en/remote-management" to try and unlock my phone, however I have been unable to as AVG could not locate my phone. I read it requires GPS and Wifi along with Cell Tower ID to locate the phone, however the wifi and GPS were both turned off when it was locked (and I am unable to turn either on due to the device being locked) and it seems AVG cannot locate the device either with my original sim card or without it.

I've attempted multiple times over several hours and failed every time. As it stands I am unable to change the anti-theft password nor unlock my device.

Could I please have some assistance with this matter, if possible could you tell me what the password registered as the anti-theft password registered to the device is, as I see that as the only way to resolve this matter if AVG cannot locate the device.

Thank-You,
Miguel.

PS: (I also attempted the first 6 letters of every password I normally use but none worked)
Best Answer chosen by Petr Jezek (Avast)
ZbynekZbynek (Avast) 
Hi Miguel,
You should be able to enable Wifi, during phone startup(with new sim it take little bit longer to lock it).
Thanks

All Answers

Alan BinchAlan Binch
Miguel, Have you tried contacting the AVG for Android team directly through AVG >> Settings >> Help >> Contact us?. Otherwise, Re AVG Community Support expert assistance.. They will attend to your posting @ their earliest convenience but please bear in mind it's now the weekend (http://forums.avg.com/ww-en/avg-forums?sec=thread&act=show&id=190509) in Brno, Czech Rep..
AVG Guru
Miguel GonzalezMiguel Gonzalez
Hi Alan, yes i've sent them an email directly through mobile-support@avg.com and also contacted them through the contact us page of this website. Still awaiting a response to either. And alright guess that means i'll have no phone for the weekend ...
ZbynekZbynek (Avast) 
Hi Miguel,
You should be able to enable Wifi, during phone startup(with new sim it take little bit longer to lock it).
Thanks
This was selected as the best answer
Miguel GonzalezMiguel Gonzalez
Thanks I managed to solve the issue on my own yesterday in the end, doing what you suggested, however I was unable to use my phone while abroad (that's why I was switching the sim card) which was a huge disappointment.

Even if I could turn on the wifi during the slight lag after start up, it was not capable of connecting to a wifi signal and inserting the wifi password to connect as there isn't enough time. For it to work the device has to already be set to connect automatically to a wifi signal which it wasn't while I was abroad.

I suggest allowing for an option on the AVG Mobilization site that allows for one to have their password emailed to themselves or to allow for wifi to be toggled and signals scanned for and passwords enterred to connect to the wifi signals even while the phone screen is locked.

Anyways thanks and goodbye.
ZbynekZbynek (Avast) 
Hi Miguel,
I am happy to see that your issue is resolved.
Thanks for posting back.
Vadim PaleyVadim Paley
Hello
I use my HTC ONE, the Anti Theft locked my phone and i dont remember the password. in the link you supose https://www.avgmobilation.com/ i get messege: There are no devices registered.Please register your device for the Anti-Theft Service from within the AVG AntiVirus app. But i got fro AVG email in 30/07/2014 ---- Congratulations! You've successfully activated the AVG Anti-Theft service for your Android device.


Your device: HTC HTC One
Your SIM's serial number: 8938003992125093771
Your operator: UA-KYIVSTAR
Please save the instructions below in case your phone is ever lost or stolen.

To use AVG Anti-Theft from any computer:

Visit the Anti-Theft webpage: http://www.avgmobilation.com/anti-theft
Log in with your Google account: isratoursvadim@gmail.com
Click your desired action:
To find your device:

Click "Locate"

To lock your device:

Click "Lock"

To unlock your device:

Click "Unlock"

To sound an alarm:

Click "Shout"

To wipe all data from your device:

Click "Wipe"

Not near a computer?

Simply text any of the following codes to your device and make sure to maintain the case-sensitive letters below:

To find your device:

Text: LocateMyPhone e9f461930c

To lock your device:

Text: LockMyPhone e9f461930c

To unlock your device:

Text: UnlockMyPhone e9f461930c

To sound an alarm:

Text: ScreamMyPhone e9f461930c



To learn more about this service, please visit: http://www.avgmobilation.com/support/frequently-asked-questions/android

Thanks for choosing AVG!
All the best,
Your AVG Team

But the letter without my password. How i can unlock my phone? Plz help! THNX
Byamukama MichaelByamukama Michael
Name : Amgex 3g smart phone powered by Android 4.4
ID : 31517b757b
Email : byamukama.michael@gmail.com
Version : OS 4.4.2 | Antivirus Version 4.2.1
Type : Android
Hello,
 
My phone, Amgex 3g smart phone powered by Android 4.4 has been locked with the Anti-Theft Function of the AVG APP for android and I am unable to unlock it. This has happened for the last 3 days
I had set the anti-theft and registered months ago however I can’t even remember ever setting an anti-theft password.
On the screen there this message Anti-Theft screen came up stating, "This device is lost or stolen Please return my device byamukama.michael@gmail.com" followed by a "Please enter unlock password"
Unfortunately I do not know the Unlock password, and attempted to use the website: "https://www.avgmobilation.com/en/remote-management" to try and unlock my phone, however I have been unable to as AVG could not locate my phone.  The phone is connected on WFI, but still it cannot be located.  When I quickly scroll, I can see emails downloaded, but the lock message quickly jumps back
I've attempted multiple times over several hours and failed every time. As it stands I am unable to neither change the anti-theft password nor unlock my device.
Could I please have some assistance with this matter, if possible could you tell me what the password registered as the anti-theft password registered to the device is, as I see that as the only way to resolve this matter if AVG cannot locate the device?
Thank you for your support.
Michael

 
Diana DellaDiana Della
same mess.pls wat did u do
Arnel SensieArnel Sensie
same here had some problem of that after updating my avg pro at my android phone got locked up and sunddenly i forgot my email and i dont know the avg pass of my phone i have change my sim cause got puk by my sister :( please help me.
Alan BinchAlan Binch
@ Arnel Sensie
Arnel, Don't know if this will help?.. Have a look @ this article (http://avgclick.me/LockedPhone). Otherwise, Please click on the following link (http://avgclick.me/AVGtechnical) and fill out your details, select as Android then the name of AVG Program that you installed in your mobile and in description please completely explain about your issue and finally click on Email option. The AVG mobile team will reply back to you via email with a resolution.
AVG Guru
selvan kumarselvan kumar
Hello

my phone is Zenfone 5 not get[ the unlock password sms this time pls send to me

 
Alan BinchAlan Binch
@ selvan kumar
Selvan, See posting (https://support.avg.com/answers?id=906b0000000D4ETAA0).
AVG Guru
Ronald DimatulacRonald Dimatulac
Somebody can help me to recover my anti theft password for cherry mobile omega 3?
Alan BinchAlan Binch
User Ronald Dimatulac has posted their own topic (https://support.avg.com/answers?id=906b0000000cY2gAAE).
AVG Guru
Allen nAVARROAllen nAVARRO
mine too. what to do? please help me. im using a sony xperia c5

Name :E5553 edit
ID : d230060d61
Email : allen.ellamil@gmail.com
Version : OS 5.1 | Antivirus Version 4.2.1.3
Type : E5553
Alan BinchAlan Binch
@ Allen nAVARRO
Allen, Please note that this Community deals mainly with the technical queries regarding AVG Windows products. AVG Android support is provided through email only. Please follow the content of the answer supplied in the previous posting (https://support.avg.com/answers?id=906b0000000cY2gAAE). Also when filling out your details choose Yes for the Question "Are you currently using any paid/trial AVG products?" even though you may be using the Free version and fill out necessary details and click on Email option.
AVG Guru
Hazel MielHazel Miel
My phone is sony experia  2333..i forgot that i have a anti theft app and i removed my sim card to replace a new one...then the anti theft shown on my screen "this device is lost or stolen please return my device".please enter the unlock password".. i try all the password im usually using but still i cant open it....please help me how to fix it.
Alan BinchAlan Binch
@ Hazel Miel
Hazel, Please see & follow the content of my previous posting.
User Hazel Miel has also posted their own topic (https://support.avg.com/answers?id=906b0000000DPV5AAO).
AVG Guru
Ask a question