HI accounts are automatically locked after five consecutive unsuccessful login attempts within a 24-hour period or if the user does not log into HI for the following number of days:

  • Commercial customers: 90 days
  • Federal customers: 60 days

If a user is locked out for any of these reasons, Customer administrators can unlock a user.

Unlock a user 

  1. Navigate to
  2. Open Manage Accounts, located in the left-hand pane.
  3. Open the Users List
  4. Open the user by clicking on their Name in a row where the State column shows Locked out.

    Locked-out user in Enterprise customer view of Now Support (HI)

  5. Open the context menu under User Details and click Unlock user.


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Last Updated:2020-04-30 06:53:10