How to reset your device passcode from the Company Portal website

If you lose your device PIN or password, you can use the Company Portal website to reset it.

If you're using a corporate-enrolled device, you may not see the option to reset your device passcode. Contact your company support to reset the passcode for you.

Note

You cannot reset the passcode for devices running Android 7.0 and later. If you forget your passcode, you must reset the device to factory settings.

Reset your passcode

  1. Open the Company Portal website and select the Menu button > Devices.

  2. Select the device that needs a passcode reset.

    A screenshot of the Devices page, with 2 tiles that show unidentified, generically named devices. A gray banner sits directly below the devices and prompts user to identify the device they are using or add a new one.

  3. Select Reset Passcode. If the passcode option isn't visible at the top of your page, select More (…) > Reset Passcode.

    Device details page for a selected device on the Company Portal website, with a list of links at the top showing Rename, Remove, Reset Device, Reset Passcode, and Remote Lock.

    Zoomed in view of the More icon, highlighted with a red arrow.

  4. When prompted, click Sign out. When prompted again, sign back in. You must sign back in to the Company Portal website within five minutes, or the Company Portal will not reset the device passcode.

    Note

    You must sign back in to confirm your identity. This is to prevent malicious attempts to reset your device passcode.

    Example screenshots showing a prompt to sign out of the Company Portal. The buttons for user input are Sign Out and Cancel.

  5. A message appears to warn you that the existing device passcode is about to be removed. Click Reset passcode to confirm.

    Warning

    After you reset your passcode, anyone who has physical access to the device will be able to access most personal and corporate information on it. If you don't currently have the device in your possession, don't reset the passcode.

    Example screenshot showing second reset passcode message. Includes link to learn more about setting a new passcode in the documentation, and individual buttons to reset passcode and cancel.

  6. If you're resetting the passcode for an iOS device, its existing passcode will be removed. For Windows or Android devices, you will be issued a temporary passcode to unlock the device and set a new passcode.

    Note

    You can find the temporary password for Windows and Android devices in the Company Portal, under the device's details page. See the section Set up a new passcode for more OS-specific passcode descriptions.

  7. On your device, go to Settings and change the temporary passcode.

  8. A flag appears in the top right of the Company Portal website. Click to read the notification and confirm that the password was successfully reset.

Set up a new passcode

This section describes the passcode reset and the temporary password behavior for each device platform.

Android: Removes the existing passcode and creates a temporary passcode made up of letters and numbers.

iOS: Removes the existing passcode and does not create a temporary passcode. If you use the Touch ID fingerprint scanner to open your device or make purchases, you must set it up again.

Windows 10 Mobile: Removes the existing passcode and creates a temporary passcode made up of letters and numbers. If set up, Windows Hello facial recognition will still work with the device.

Windows Phone 8.1: Removes the existing passcode and creates a temporary passcode made up of numbers.

Still need help? Contact your company support. For contact information, check the Company Portal website.