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If you failed to unlock the Anti-theft via the anti-theft unlock service or using SMS commands, submit a written request to the technical support service.

The technical support specialists DO NOT provide the anti-theft unlock service by phone.

Due to the features of anti-theft, which task is to prevent unauthorised access of other persons to the device management, the unlock service is provided only to device owners. When requesting, you will need to verify that you are the owner of the device.

In the support request:

  1. Specify the device IMEI (the unique identifier for your device; typically, this is 15-digit number written in decimal digits. To see it, type in the phone * # 06 #).
  2. Attach to your request:

    • the corresponding receipt and a photo of the filled out warranty certificate (if you have your device's box/packaging and it features a readable IMEI, attach a photo of the box to your request);
    • proof of purchase of your Dr.Web license (an email from the eStore, a scanned copy of the payment document, or other). If you won your license during a Dr.Web auction—specify your Doctor Web account login. If you are using a trial version, please ignore this subitem.
    • a screenshot of the lock screen (specifying the email address or Google account that has been used to register the anti-theft) displaying the code while tapping "Forgot your password?"


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