My account is locked. What should I do?

After five unsuccessful attempts at logging into the RIW or myRIW Systems, a user will be locked out.  This article details how to request an unlock of an RIW System User or myRIW account.



A Service Request is required to unlock a RIW account.



This instruction applies to the following RIW System User Roles:

  • Advanced Project Admin
  • Assessor
  • Employer Admin
  • Employer Admin - No Payment
  • Employer Admin - Read Only
  • Medical Provider User
  • myRIW User (i.e. RIW cardholder)
  • Network Manager
  • Network Manager - Read Only
  • Project Admin
  • Site Admin
  • Training Provider User


Step 1: Go to the RIW website

Go to https://www.riw.net.au/ and hover of the Contact Us tab located in the top right hand corner of the screen. 



Step 2: Drop Down - Service Request

From the drop down, select the Service Request option.


Step 3: Request Category

From the Request Category drop down, select Other.


Step 4: Complete Service Request

Complete the Service Request including the wording LOCKED OUT ACCOUNT in the Message box.



Check the I'm not a robot tick box.



Step 5: Submit the Service Request

Click the Submit button.  


A request will be raised with the RIW Service Desk who will contact the user by email to confirm their account has been unlocked.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000157612



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How does an RIW System User change their own password?


Employer Administrators can change their own RIW System password through the My Account tab.



This instruction applies to the following RIW System User Roles:

  • Advanced Project Admin
  • Assessor
  • Employer Admin
  • Employer Admin - No Payment
  • Employer Admin - Read Only
  • Helpdesk
  • Medical Provider User
  • Network Manager
  • Network Manager - Read Only
  • Project Admin
  • Site Admin
  • Training Provider User



Step 1: Log in to the RIW System

Go to https://app.riw.net.au and login using your credentials. 


Step 2: My Account tab

Click on the My Account tab which is on the top of the screen.



Step 3: Change Password shortcut

Click on the Change Password shortcut.



Step 4: Change Password Screen

Change Password screen which allows the logged on Administrator to change their password.



On the screen displayed, enter the current password in the Old Password field, and then add the New Password and Confirm Password fields.


Note: the password must be at least 10 characters long and contain at least 1 uppercase, 1 lowercase, 1 numeric character and 1 symbol character.  Tick the I’m not a robot checkbox, follow the prompts and click Save



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000152360


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How to reset an RIW System User password


RIW System Users can assist colleagues by triggering the reset password process.  This will send an email to a colleague with a link to reset their password.



This instruction applies to the following RIW System user roles: 

  • Advanced Project Admin
  • Employer Admin 
  • Employer Admin - No Payment
  • Helpdesk 
  • Network Manager 
  • Project Admin 
  • Site Admin 
  • Training Provider User


Step 1: Log in to the RIW System

Go to https://app.riw.net.au and login using your credentials. 


Step 2: My Account tab

Click on the My Account tab which is on the top of the screen.



Step 3: Manage Colleague Logins shortcut

Click on the Manage Colleague Logins shortcut.



Step 4: Manage Colleague Logins listing

A list of all the company's users will appear.  The selection can be narrowed by populating the Search field and clicking on the Search button.



Step 3: Resetting the password

Select the correct colleague by highlighting the row, then click on the Reset Password field.  This will send an email to the administrator which will include a link to reset the password.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000152371


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