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 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:

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