How can I reset my password to my Hik-Connect account?

[ArloStevens]

Hello,
How can I reset my password to my Hik-Connect account?

 

[whzone]

Hi ArloStevens,

You can reset your password by following these steps:

1. Open the Hik-Connect app.
2. On the login page, tap “Forgot Password” located at the bottom left.
3. Enter the email address or phone number used to create the account.
4. A verification code will be sent to you.
5. Enter the verification code when prompted.
6. A New Password field will appear, allowing you to set a new password for your account.

Once completed, you can log in using your updated credentials.

 

[Bernie 49]

My installer has either retired or is ignoring me, the system was set up by them and its full not over writing, says storage free 0, I don't have a password for it the user name is marked as surv***@gmail.com
My app stopped working and because I don't have a password I can't log in or reset because it keeps asking for the information I don't have

 

[Bernie 49]

Hi ArloStevens,

You can reset your password by following these steps:

1. Open the Hik-Connect app.
2. On the login page, tap “Forgot Password” located at the bottom left.
3. Enter the email address or phone number used to create the account.
4. A verification code will be sent to you.
5. Enter the verification code when prompted.
6. A New Password field will appear, allowing you to set a new password for your account.

Once completed, you can log in using your updated credentials.

That's the problem I don't know the email address and it doesn't recognise my phone, it was set up by the installers, I've been through all of this with Hikvision uk support, told me to ina software package and the first thing it asked was for the user name and password, which i don't have.

 

[whzone]

That's the problem I don't know the email address and it doesn't recognise my phone, it was set up by the installers, I've been through all of this with Hikvision uk support, told me to ina software package and the first thing it asked was for the user name and password, which i don't have.

Dear member, In this case you will need to reset the password of the DVR first and then once you login to it you can unbind from the old Hik-Connect account.

Step-by-Step Password Reset (SADP Method)

1. Open SADP Tool
   • Install and launch the SADP tool on your PC
   • Ensure your PC is on the same local network as the device
2. Locate the Device
   • Find your DVR/NVR in the device list
   • Tick the checkbox next to it
3. Click “Forgot Password”
   • Located at the bottom-right of the SADP window
4. Export Reset File
   • Click “Export” to generate an XML file
   • Alternatively, export a QR Code if supported
   • Save it to your desktop

Important:
Do NOT reboot or power off the device after exporting the file.
If you do, the file becomes invalid and you’ll need to repeat the process.

1. Send File to Support
   • Email the XML file (or QR code) to:
     • Hikvision technical support, or
     • Your distributor/vendor
2. Import Returned File
   • Once you receive the encrypted reset file
   • Go back to “Forgot Password” → “Import File”
   • Select the file provided
3. Set New Password
   • Enter and confirm your new password
   • Click Confirm to complete the reset

Key Notes / Best Practices

• ⏱ The reset file is typically valid for ~48 hours
• Device must remain powered on during the entire process
• Ensure no network changes occur (IP/subnet changes can invalidate the file)
• Use a strong password and store it securely after reset

Common mistakes

• Rebooting the device after exporting XML → invalid file
• Waiting too long before importing → expired reset file
• Using a different PC/network → mismatch issue