Now Support (HI) accounts are automatically locked after five consecutive unsuccessful login attempts within a 24-hour period or if the user does not log in to Now Support 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.

How to unlock a user 

  1. Navigate to
  2. Navigate to the Manage Accounts from the left-hand menu.
  3. Click 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.

Article Information

Last Updated:2020-09-22 00:44:54