Hikvision Intercom Password Reset by Email: SADP Export and Import Guide
Download SADP, export your intercom reset XML and email Hikvision Australia directly using password reset#auto. Follow the reply to import the reset and set a new password.
You can request a Hikvision intercom password reset directly by email. For eligible Hikvision Australia/New Zealand market devices, export the reset XML file using SADP, email it to techsupportau@hikvision.com with the subject password reset#auto, then use Hikvision’s reply to finish the reset.
The example supplied to CCTV Guru shows an automated reply in approximately two minutes. A reply may arrive within a few minutes, but processing time and successful recovery are not guaranteed for every request.
The email details — copy these exactly
| To |
techsupportau@hikvision.com |
| Subject |
password reset#auto |
| Attachments |
One or more exported .xml reset files. Attach the files individually, not inside a ZIP or other compressed archive. |
| Expected reply |
An email listing the reset results for the XML files. |
| Eligibility |
Hikvision ANZ market devices. The supplied instructions say devices from outside the ANZ market cannot be reset through this service. |
The subject is case-insensitive. Keep its wording and #auto suffix. Use this process only for devices you own or are authorised to manage.
1. Download and install SADP
- Open Hikvision’s official HiTools downloads.
- Find SADP, choose the version offered for your computer and download it. Use Hikvision’s own download page rather than a third-party download site.
- If the download is a ZIP, extract it on your computer, run the installer and follow the installation prompts. This software download may be compressed; the reset XML email attachments must not be compressed.
- Open SADP after installation.
Windows users: Hikvision now also provides HiTools Delivery, which integrates SADP discovery and password-reset functions. Its screens differ from the classic SADP steps below. If your version does not offer an XML reset export, ask Hikvision which recovery route applies to the device.
2. Connect the computer and intercom to the same local network
Keep the intercom powered. Connect your computer to the same local network as the indoor monitor or outdoor door station you need to reset. An Ethernet connection to the same LAN switch is usually the clearest way to check the connection; it does not mean plugging the computer into an intercom power-only connection.
Open SADP and let it discover devices. Identify the correct device by its model and serial number. An intercom kit can contain separate indoor and outdoor units, each with its own administrator password.
3. Export the password-reset XML file
- Select the checkbox beside the correct device in SADP.
- Click Forgot Password or Forget Password, depending on the software version.
- In the password-reset window, choose the XML/key-file export option and click Export. Use the export inside the password-reset window, not an export of the general device list.
- Save the generated .xml file somewhere easy to find, such as a dedicated folder on your Desktop. Leave its contents unchanged.
- If more than one unit needs resetting, export a reset XML for each affected unit.
Important: Do not reboot or power off the device, or generate a replacement reset XML, while waiting to use the reply. Hikvision’s reset guidance warns that these actions can invalidate the pending reset material.
If the window only offers another method, or export fails, do not rename a different file to .xml. Ask Hikvision or CCTV Guru to check the exact model and recovery screen.
4. Email the XML files directly to Hikvision
- Create an email to techsupportau@hikvision.com.
- Set the subject to password reset#auto.
- Attach the exported XML file or files individually. Do not ZIP them and do not substitute screenshots for the XML files.
- Send the email and check your inbox and junk/spam folder for the response.
Prepare the Hikvision reset email — this opens your email app with the recipient and subject filled in. You still need to attach the XML files and send it.
5. Import Hikvision’s reply and set a new password
- Read the reset result for each device. If Hikvision returns an encrypted XML file, save the matching file on your computer.
- Return to that same device’s password-reset window in SADP.
- Select Import File or the corresponding import option and browse to the file returned by Hikvision. If the reply instead provides a reset key/code, use the matching code-entry option shown by the tool.
- Enter and confirm your new administrator password, then apply the reset.
- Use the reset material within the validity period stated in Hikvision’s reply. Keep the new password securely.
Test the indoor call, video, audio and authorised door release afterwards. If a linked unit reports an authentication error, have the installer check its saved device credentials. Resetting a device password is different from recovering a Hik-Connect account login or changing a door-entry PIN.
No reply or reset unsuccessful?
Check the recipient, exact subject, individual XML attachments and junk folder first. Read any failure reason in the reply, including whether the device is outside the ANZ market. If the request still fails, reply to Hikvision with the error and device details, or contact CCTV Guru for help. Share serial numbers and reset files privately; never post recovery keys, passwords or device reset files publicly.
Tags
Hikvision
Password Reset
Troubleshooting
Video Intercom
