Technical Support

Thank you for contacting Hikvision North America. Support is offered for Hikvision products intended for the USA and Canada markets only. Products sold in other areas are supported by our regional Hikvision offices.  Click here to find the Hikvision branch office nearest you.

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Effective April 20th 2017, to better serve our growing customer base, Hikvision USA and Canada is pleased to announce the new procedure of password reset. Hikvision USA and Canada Tech support are no longer supporting password reset via phone call. We are providing complete instruction for password reset process. According to the different model number and firmware version, there are several different methods for restoring the default password or resetting the password.

Customer will send the password reset request via Password Reset Request Form below and will allow up to 1 hour to receive a reply during normal business hours (Mon-Fri 6AM-4:30PM PST). If the email was sent outside of normal business hours, the reply will be sent on the next business day.

For your protection and to prevent unauthorized access,a password reset can be performed only when you are physically with the device or have access to a computer on the same network as the device.

By requesting a password reset for your Hikvision product(s) on this website you acknowledge that you are authorized to initiate the password reset and take full responsibility for this action.

This new procedure is one example of our effort to provide a good technical support service in a timely manner. We thank each of you as customers for your loyalty and your cooperation each time we make a change for the better.

Password reset via local monitor

Password reset via Local GUI

List of supported device model

Password reset via SADP software

Password reset via SADP software

Password reset via iVMS-4200 Client Software

Password reset via iVMS-4200

*For model number DS-72xxHUHI-Fx, DS-9xxxHUHI-Fx, DS-73xxHUHI-Fx, and Hikvision Kits, password reset process is only available via SADP or iVMS-4200 Client Software.

To expedite your password reset assistance, please provide us with the correct information. You can download the above instruction before proceeding with password reset form.

A Hikvision representative may contact you by phone if more direct approach is recommended.

Click here to find a Hikvision branch office nearest you.

If you would like to reset NVR or DVR password from local GUI, you will need to provide us the complete serial number (follow the instruction above).Example: DS‌-7700NI-I4/16P1234567890CCRR123456789WCVU.
Upload zipped file for multiple key files.
More information
  • Files must be less than 2 MB.
  • Allowed file types: xml rar zip war.
Upload zipped file for multiple key files.
More information
  • Files must be less than 2 MB.
  • Allowed file types: jpg jpeg png rar zip war.

By requesting a password reset for your Hikvision product(s) on this website you acknowledge that you are authorized to initiate the password reset and take full responsibility for this action.

More information
  • Files must be less than 2 MB.
  • Allowed file types: gif jpg jpeg png doc docx zip war rar.
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By entering the code provided by a Hikvision support agent and clicking the red arrow, you agree to the following:

An authorized Hikvision technical support agent will establish a remote access session with a computer at your location with the express purpose of providing assistance with the issue you have reported.

You agree to allow the technical support agent to make changes to your Hikvision equipment to help resolve your issue.

Changes may be needed in the network setup where the Hikvision equipment is installed.  If changes are necessary, the agent will confirm with you what changes need to be made and will either instruct you to contact your Internet Service Provider or IT manager if the device is located in a managed network. 

If you choose to allow the Hikvision technical support agent to make changes to your network, you agree to the changes and will not hold Hikvision responsible for any interruption of network service to other devices in your network.  If you do not agree, then you must tell the agent you do not want to proceed.  They will provide you with an email outlining what changes we recommend so that your provider can make the changes to help with troubleshooting your issue and or resolve your issue.

At the end of the remote access session, it is your responsibility to ensure that the remote session software has closed the session.  You can manually close the session by using your mouse to click on the ^ symbol in the right side of the task bar.  Look for a red and white icon with the letter H - this is the screen connect software.  Right click on this icon and select exit.

To proceed with usage of this remote access session, please click on the red arrow after entering the code provided by the Hikvision technical support agent.

By clicking “Agree“, you accept the terms & conditions above.