Unlocking your Network Account / Account Recovery

Unlocking your Network Account / Account Recovery

If you have locked your network account out - initiated after 5 unsuccessful log in attempts - and have already enrolled in the password recovery service it can be unlocked in a few simple steps. 

Unless you are a mobile device user (cell phone or tablet) this recovery must be done on a computer that is connected to the network (i.e. inside a City Building and usually connected to the network with a network cable). For information on mobile access see the Help Desk Article on how to set that feature up here: <insert link here>

Navigate to http://passwordrecovery and select the "Account locked down?' option.



You will then enter your user name (i.e. jellwood or test) *hint it's your email address without the @cityofhanahan.com on it*



Enter the letters you see in the box (not case sensitive) and select continue.

You will then be asked to provide the answers to the two security questions you provided at enrollment. If you have not enrolled yet follow this link to see how to enroll your account : <insert link here>



Once you have answered the questions correctly enter the letters in the box and select "Unlock Account". 

Please note in the upper right hand corner of the screen throughout this process there is a timer that is counting down. This session has an expiration timer as a security function. 


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