Appendix A. Forgot password?

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If you forget your Dr.Web account password you can set a new password:

Via email, that you have used when registering your Dr.Web account or configuring Dr.Web Anti-theft.

Via SMS from the Buddy’s number.

Via technical support request.

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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 your anti-virus network administrator or IT-provider.

Setting a new password via email

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Figure 39. Setting a new password via email

On the Forgot password? screen (see Figure 39), the following data is shown:

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

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

To set a new password, do the following:

1.On any device with Internet access, open Dr.Web account webpage: https://acs.drweb.com/ (see Figure 40).

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If you are using Dr.Web of version 11.1.3 or earlier, use 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 40. Dr.Web account

2.On this page, enter the key and your email address specified on the Forgot password? screen (see Figure 41).

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Figure 41. Entering the key and the email address

3.Tap Get code.

If you entered the data correctly, you will see a message confirming that a verification code has been sent to your email (see. Figure 42).

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 on your Forgot password? screen.

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 42).

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Figure 42. Notification

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

5.Enter the verification code in the Verification code field on the Forgot password? screen (see Figure 43).

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Figure 43. Entering a verification code received via email

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.

Setting a new password via SMS from the Buddy’s number

You can set a new password this way if all the following conditions are met:

1.Your device is switched on and available.

2.Dr.Web Anti-Theft is enabled on your device.

3.The Buddies list in Dr.Web Anti-Theft has at least one phone number.

4.Phone number SMS command will be sent from is added to the Buddies list.

5.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, you can insert a SIM-card with a known number.

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If you use 2 SIM cards on your device, the SMS command can be sent to any of your numbers.

To set a new password, send an SMS with #RESETPASSWORD# text to your device. SMS commands are case-insensitive.

On the Forgot password? screen in the Buddies list section (see Figure 44) you can check the list of numbers that you can use to send the SMS command from.

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Figure 44. Setting a new password via SMS from the Buddy’s number

When the message is received you will be able to set a new password on the Change password screen appeared on your device automatically. If your device is locked it will be unlocked.

Set a new password via technical support request

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

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

2.In the Ask a question section, fill in the fields of support wizard until the Request summary page is opened (see Figure 45).

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Figure 45. Request summary

3.On the Request summary page, enter the requested data in the Additional data section.

4.In the Your question field, briefly describe your issue.

5.Attach the following files to your request:

Photo of the Forgot password? screen with the key and the email address (see Figure 39).

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.

6.Tap Send.

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

7.Enter the verification code in the Verification code field on the Forgot password? screen (see Figure 43). Tap Continue.

8.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.

9.Confirm the password and tap Save.