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Consumer Products => Avast Mobile Apps => Avast Anti-Theft for Android => Topic started by: REDACTED on May 07, 2018, 09:43:54 AM

Title: locked out of my phone by avast anti-theft
Post by: REDACTED on May 07, 2018, 09:43:54 AM
I have a OnePlus phone running Android 6.9.2. It's a double-SIM phone.

I am normally based in Europe, but came to Japan yesterday, bought a Japanese SIM card, and used Japanese mobile internet in the span of around 24 hours with no issue. Today, I started the avast app in order to possibly free some memory. The result was a siren announcing to everyone that "this phone has been lost or is stolen" and my phone is totally incapacitated:

Let me make it clear: the phone has (or had) both wifi and roaming connectivity. I used internet for around 24 hours in Japan, over several wifi networks and via a Japanese sim card. I now seriously wish I hadn't ever installed avast. I am to a large extent dependent on the phone. I paid for a Japanese sim, and suddenly avast hijacks my phone and blocks all attempts to fix that.

Let me also add that I replaced the original SIM card and restarted the phone, to the same effect. I can, after a bit of fighting, get to a screen where I input the first SIM's pin, then after a few other attempts, I can type the second pin. So all is active, eventually, and I can see that I e.g. got an sms. But that's it. And of course, this horrible screaming siren marks me everywhere as a thief.

How can I get that fixed, please? I am not even sure if I can factory-reset the phone, because avast blocks all my access to it. Thanks in advance.
Title: Re: locked out of my phone by avast anti-theft
Post by: bob3160 on May 07, 2018, 11:50:46 PM
Reported to Avast. Hope that helps.
Title: Re: locked out of my phone by avast anti-theft
Post by: Tereza V. on May 09, 2018, 09:38:17 PM
Hi, our apologies for any inconvenience. The problem has been reported to our developers team, at the moment we are trying to reproduce it.

There is a workaround you can try in the meantime - at One Plus it often helps to put the "stolen" SIM to the other slot (no. 1), then unlock the phone, so that the Anti-Theft remembers it as trusted. I hope it helps.