Unlocking a HI user


HI accounts are automatically locked after five consecutive unsuccessful login attempts within a 24-hour period. Customer administrators can unlock a user. 


Unlock a user (Enterprise and Express customers)
  1. Navigate to
  2. Click Manage Accounts > Users
  3. Click a user Name in a row where the State column shows Locked out.

    Locked-out user in Enterprise customer view of HI Service Portal

  4. Click Unlock.


Unlock a user (ServiceWatch customers)

  1. Navigate to
  2. Click Self-Service > Administration > Manage Users.
  3. Personalize the Users list to include the Locked Out column.
  4. Click a user Name in a row where the Locked Out column shows true.
  5. Clear the Locked out option.
  6. Click Update.


Article Information

Last Updated:2017-01-06 11:34:39