Forgot Password?

If you forget your Dr.Web account password, reset it:

Via email. The email you have used when creating your Dr.Web account or configuring Dr.Web Anti-theft.

Via SMS. The option is available only in the app version from the website if the Dr.Web Anti-theft Buddy list contains at least one phone number.

Via notification. The option is available if at least one buddy have confirmed your buddy request in the Dr.Web Security Space app.

Via technical support request. Our technical support will be able to help you only if they are sure that you are the device owner.

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If Dr.Web operates in the central protection mode and Dr.Web Anti-theft is configured on the server, you will not be able to set a new password in the mentioned ways. In this case, please contact anti-virus network administrator of your company or Dr.Web Anti-virus service provider.

Reset password via email

On the pane for resetting password via email (see Figure 41), the following data is shown:

key_grayKey. This is a unique character sequence that has been generated for your account.

mail_grayEmail address. This address you have used when creating your Dr.Web account or configuring Dr.Web Anti-theft.

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Figure 41. Reset password via email

Locked (left) and unlocked (right) device

To reset password

1.On a computer or other device, open the Dr.Web account webpage: https://acs.drweb.com (see Figure 42).

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If you use Dr.Web of version 11.1.3 or earlier, open Dr.Web Anti-theft page for setting a new password at https://antitheft.drweb.com/, or update you app to version 12.

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Figure 42. Dr.Web account

2.On this page, enter the key and email address (see Figure 43) that are specified in the Dr.Web app.

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Figure 43. Entering the key and email address

3.Tap Receive code.

If you enter the correct data, a message appears confirming that a verification code has been sent to your email (see Figure 44).

If you do not receive the email within 10 minutes:

1.Please check your Spam folder.

2.Try to enter the data again. You could enter a wrong key or not the email address that is shown in the Dr.Web app.

3.If after that you do not receive the email, contact Doctor Web technical support. To do so, tap Did not receive the email? (see Figure 44).

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Figure 44. Notification

4.Open the letter from Dr.Web Account service. You will find a verification code there.

5.In the Dr.Web app, enter the verification code in the Verification code field (see Figure 45).

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Figure 45. Entering a verification code received via email

Locked (left) and unlocked (right) device

6.Tap Continue.

7.On the Change password screen, enter a new password. The password must contain at least 4 characters.

Tap antitheft_hide_pass_cut to the right from the password field to show password characters. Tap antitheft_show_pass_cut to hide the characters.

8.Confirm the password and tap Save.

Reset password via SMS from the Buddy’s number

You can reset your password this way if the following conditions are met:

1.From Doctor Web website

2.Your device is switched on and available.

3.Dr.Web Anti-theft is enabled on your device.

4.The Anti-Theft I trust list contains at least one phone number.

5.The phone number the SMS command will be sent from is added to the I trust list.

6.You know the phone number of the SIM card that is used on your device. The SMS command can only be sent to this number.

If you do not know the number, insert a SIM card with a known number.

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If you use two SIM cards on your device, the SMS command can be sent to any of your numbers.

To reset password

1.Send the SMS text message #RESETPASSWORD# to your device from the buddy’s number.

A list of phone numbers that an SMS command can be sent from is shown on the Device locked or Reset password screen (see Figure 46). SMS commands are case-insensitive.

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Figure 46. Reset password via SMS from the Buddy’s number

Locked (left) and unlocked (right) device

2.When the message is received, the Change password screen appears automatically. Enter a new password. If your device is locked it will be unlocked.

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If your device is locked, you can unlock it without resetting the password. To do so, send the SMS command #UNLOCK# to your device.

Reset password via notification

You can reset your password via notification if the following conditions are met:

For your device

1.Device is turned on and online.

2.Dr.Web Anti-theft is enabled.

3.The Anti-theft I trust list contains at least one email address.

For buddy’s device

If your device is locked

1.Buddy’s device is turned on and online.

2.On the buddy’s device, Dr.Web Security Space or Dr.Web Light is installed.

3.The buddy has confirmed your buddy request in the Help Your Buddy component or in Dr.Web Anti-theft. To receive your notification, the components must be enabled.

If your device is unlocked

1.Buddy’s device is turned on and online.

2.On the buddy’s device, Dr.Web Security Space is installed.

3.The buddy has confirmed your buddy request in Dr.Web Anti-theft. To receive your notification, the component must be enabled.

To reset password

1.Send your buddy a notification. For that, tap the notif_send_green icon (see Figure 47).

2.Pass the verification code specified on the same pane to your buddy.

Your buddy enters the verification code on their device and sends a command to Anti-theft to reset your password.

3.When the command is received, the Change password screen appears automatically. Enter a new password. If your device is locked it will be unlocked.

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Figure 47. Reset password via notification

Locked (left) and unlocked (right) device

Reset password via technical support request

If you cannot unlock your device or set a new password yourself, send a request to the Dr.Web technical support:

1.Open the technical support webpage: https://support.drweb.com/.

2.In the Technical support section, select Dr.Web program operation.

3.On the next page, specify your license or order number.

4.In the Protection for home PCS/MACS tab, select Android.

5.On the next page, fill out all boxes.

6.Attach the following files to your request:

Photo of the Device locked or Reset password screen with the distinguishable key and email address (see Figure 40).

If you have your device’s original packaging, necessarily attach a photo of the packaging with readable IMEI number (a unique 15 digit identifier of your device) on it.

Photo or scanned copy of the receipt for the device.

Photo or scanned copy of the completed warranty certificate.

Documents that prove your Dr.Web license purchase (an email from online store, payment document, etc.). If you won your license at the Dr.Web auction, specify your Doctor Web website account login. If you use a demo version, skip this step.

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The text on the images should be clearly recognized: technical support specialist has to make sure that you are the device and Dr.Web license owner.

7.Tap Send.

You will receive an email with a link to your request to the email address that you have specified earlier. On your request page, you will see a verification code.

8.Enter the verification code in the Verification code field on the Device locked or Reset password screen (see Figure 44). Tap Continue.

9.On the Change password screen, enter a new password. The password must contain at least 4 characters.

Tap antitheft_hide_pass_cut to the right from the password field to show password characters. Tap antitheft_show_pass_cut to hide the characters.

10. Confirm the password and tap Save.