An employee who has forgotten their Android PIN, pattern or password does not need a factory reset. Clear passcode removes the lock screen credential remotely and leaves everything else alone.
Overview
Android only:
| macOS | Windows | Linux | iOS / iPadOS | Android |
| ❌ | ❌ | ❌ | ❌ | ✅ |
It works on both company-owned and personally-owned Android devices under management. No data is erased — the credential is removed, the employee gets straight back in, and they are asked to set a new one the next time they lock the screen.
Three situations where it is the right tool:
- Someone has forgotten their passcode and cannot get into their phone or tablet
- A returned device needs unlocking before you wipe or reassign it
- A device is locked and you want to hand it back working, rather than reset it
For anything else, lock the device or wipe it instead.
How to use
- Open Devices and find the Android device
- Open its details and click Actions > Clear passcode. The action only appears on Android devices with management turned on.
- Confirm
The command goes out straight away and takes effect the next time the device synchronises.
It cannot be cancelled. For a few minutes the phone has no lock screen at all, so run it when the employee is there to receive it, not hours ahead.
Tips and best practices
- Confirm who you are talking to first. This action takes the lock off a phone. A call-back on a known number costs thirty seconds and is the whole security control here.
- Time it with the handover. A device sitting unlocked in a drawer is worse than one nobody can open.
- Tell the employee to set a new passcode immediately, rather than waiting for the prompt at the next lock.
- Use it before wiping a returned device, so you can check what is on it first.
Troubleshooting and FAQ
Troubleshooting
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The action is not there.
The device is not Android, or management is off. It appears on Android devices only. -
The passcode is still being asked for.
The device has not synchronised yet. It has to be online and reachable for the command to arrive. -
The employee forgot the new passcode too.
Run it again. There is no limit, though it is worth asking whether the device needs a passcode policy they can actually live with.
FAQ
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Does this erase anything?
No. Only the lock screen credential is removed.
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Does it work on personal Android devices?
Yes, on both company-owned and personally-owned devices under management.
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Can we do the same on an iPhone?
No. This is Android only.
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Can it be cancelled once started?
No. It is sent immediately.