My mother has lost her PIN

Hi Wendy, 

Sophos Mobile itself has no PIN. May I know which PIN you are referring to?

Hi Haridos

the pin she set for Sophos mobile on her phone. The one you enter to do anything to your phone - so she would have to enter this to access settings or make any changes to her phone at all.

I have it on mine too.

Does that make any sense?

Thanks 

Wendy

Hi Wendy,

I understand that you are referring to the App Protection password. 

 If the device is managed via Sophos Mobile Control Server, you have an option to reset the App Protection password from Device > (Choose your device) > Actions > Reset App Protection Password

If the device is not managed by Sophos Mobile Control Server, have you configured Loss & Theft for this device registered with at least one phone number?

Hi Wendy,

I understand that you are referring to the App Protection password. 

 If the device is managed via Sophos Mobile Control Server, you have an option to reset the App Protection password from Device > (Choose your device) > Actions > Reset App Protection Password

If the device is not managed by Sophos Mobile Control Server, have you configured Loss & Theft for this device registered with at least one phone number?

Hi Haridoss

I think you are correct that this is the APP Protection Password. 

I don't think I configured any Loss an Theft for the device. Obviously I can't check without this Pin!

Thanks

Wendy

Hi Wendy, 

The reason I asked about Loss & Theft configuration is that, If you have configured Loss & Theft and you can send an unprotect command for App Protection by SMS (provided you have the registered phone number). Unfortunately, If you have not configured Loss & Theft, the only option is to factory reset the device.

Hi Haridoss

how can I get to factory reset when all the settings are protected by the PIN? Is there an admin function I can use?

Thanks

Wendy

Hi Wendy, 

Just to confirm, I am referring to the Factory Reset/ Hard reset of the device. To give you a heads-up, factory reset causes data loss and puts your mobile device back to the out of box condition. If you wish to continue to do the factory reset you will have to check online on how to do the factory reset based on your device model. If you could share your device make and model I will try to get you the related article.