An anti-theft protection disablement solution is provided to authorized users and authorized customer service representatives. An anti-theft protection disablement request message from a recovery application on a user device may be received via a cloud messaging service or a binary messaging service. In turn, an anti-theft protection disablement message may be transmitted to the user device via the cloud messaging service or the binary messaging service when the anti-theft protection disablement request message is authenticated. The anti-theft protection disablement message may disable an anti-theft protection function on the user device that calls for an input of an anti-theft protection authentication credential for a factory reset of the user device.