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Clear passcode removes the lock screen credential on a managed Android device without erasing any data. Use it when an employee forgets their PIN, pattern, or password and cannot unlock their device. The employee can then unlock the device immediately and set a new passcode the next time they lock the screen.

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Platform compatibility

Clear passcode works on both company-owned and personally-owned (BYOD) Android devices enrolled with Primo.

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When to use it

  • An employee has forgotten their device passcode and cannot unlock their phone or tablet.
  • You need to unlock a returned device before wiping or reassigning it.
  • A device is locked and you want to hand it back to the employee without factory-resetting it.
For other lockout scenarios, see Locking devices or Wiping devices.

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Clear the passcode

1

Go to Devices and open the device details page

Find the Android device in the Devices list and open its details.
2

Click Actions > Clear passcode

Primo only shows this action for Android devices with MDM on.
3

Confirm the action

Primo sends the command immediately and cannot cancel it.
Primo removes the lock screen credential the next time the device syncs. The employee can then unlock the device and set a new passcode when prompted.
Clear passcode is triggered immediately and cannot be cancelled. Only run it when the employee is ready to receive their device unlocked.