Options to register a password reset case

1. Hik-Partner Pro App (for installers)
   • Password reset 
2. HPP Web Portal

1. Hik-Partner Pro App (for installers)

Password reset

• Go to Toolkit and select “Online Support Case” to create a new support case.

• Click on “New Case” and select Password Reset.

• Select method:

1. If the device and the phone are on the same LAN network

Select LAN device. Click on LAN device and select the device to access the case submission page.

Only one of these options is required: either provide XML, QR, or serial number, or provide an image of the label. You can take a photo with your camera or select the image from your album.

After adding one of the two, activate consent and press confirm to send the case.

Once you receive the response, go to the Case Details section to view the password or reset XML file. You can also review the case history and records in this interface, which also provides information about the current case owner and their contact details.

You can click Copy to go directly to the password reset page. Set your new password and click OK; your password will be reset.

2. If the device and the phone are not on the same LAN network

Select Others

Both the label image and the QR code or SADP password reset file are required. 

• Step 1: You can take a photo with the camera or select an image from the album.

• Step 2: To obtain the QR code, select the device in SADP, click on “Forgot Password,” and then click on “Generate QR Code.”

Scan the QR code using Hik-Partner Pro.

• Step 3: Activate consent and click Confirm to submit the case.

Once you receive the response, copy the code or download the XML file to reset your password in SADP using your computer.

2. HPP Web Portal

A) Password Reset and Device Unlinking. Access HPP Web (Hik-Partner Pro) → Support → Online Support Case.

B) Select the appropriate case type

C) Select Device Password Reset for password requests or Device Unlinking for unlinking requests. If your device and computer are on the same LAN network, select LAN Device (SADP); otherwise, select Other.

D) Complete the submission form and click Submit.

E) Once the submission has been successfully completed, you can consult the case records for information on reactivation or disassociation.