If you forget your Family Security account password, you can reset it. To do so:
- On the login screen, tap Forgot password? or, if you are already logged in, open Menu , choose Account > Change password and tap Forgot password?.
- Enter email address you used when creating the account and tap Continue. If you are already logged in, you don’t need to enter the email. If you’ve lost access to this email, tap Another option to use the recovery email address you added via account settings.
- To send the code to email you used when creating the account, tap Send. If you didn’t get the code, tap Resend. The first code becomes invalid as soon as you request another one.
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You will receive an email with a confirmation code. Enter the code and tap Continue.
Attention! Code is valid for 1 hour. If you don’t enter it within this time, you will have to request it again.
- Enter a new password and tap Save.
If you couldn’t reset your password via email, you can send a written request to our technical support at https://support.drweb.com.
When sending your request, you will need to prove that you are the owner of the device.
To do so:
- 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#).
- Attach the following files to your request:
- the corresponding receipt and a photo of the filled out warranty certificate (if you have kept the box/packaging of your device 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 use a demo license, skip this step.
