What to Do If You’re Locked Out of Your IRIS Connect Device
If you're locked out of your IRIS Connect provided device, there are procedures in place to help you regain access. The steps differ depending on whether you’re using an Android or iOS device.
Android Devices:
If a user sets a passcode and then forgets it, we first attempt a remote reset using our Mobile Device Management (MDM) system.
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Step 1: Contact IRIS Connect support as soon as you’re locked out.
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Step 2: We will attempt to reset the device remotely via our MDM system.
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Step 3: If the MDM reset is unsuccessful, the device must be sent to Samsung for unlocking.
Please note: Samsung charges us for this service, and therefore we pass on a £50 fee to the customer for any device sent off for unlocking.
Apple (iOS) Devices:
Unlocking an iOS device:
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Step 1: Contact IRIS Connect support.
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Step 2: We will get in touch with Apple directly to arrange for the device to be unlocked.
There is no additional fee for this process, and most iOS unlocks are resolved promptly.