If the user cannot log in to Intermedia Unite Desktop App, it may indicate connectivity issues that don't allow the user to authenticate. Check that the PC has a stable connection to the internet. If it does, however, the issue is persistent, try the following:

  1. Check that Intermedia Unite service is enabled in HostPilotĀ® Control Panel and the user has a phone number assigned. 
    Note: only account administrator can check if the service is enabled. Read the Knowledge Base article on How Do I Create And Manage Intermedia Unite Users? for more information.
  2.  Check if you can log in with the same login and password to My Services. If you cannot, your credentials do not seem to be valid. Consider resetting the password by pressing Forgot password? link at the bottom of My Services page or from the Desktop app.
    Note: a user needs to have an alternate email address or mobile phone number assigned to them in order to be able to reset the password. Account administrators are able to reset a user's password, if needed. More information on how to manage user's password settings can be found here.
  3. Reinstall the application (Windows / Mac). Make sure that you are using Intermedia Unite Desktop Application.

In case the problem is not resolved, contact Support.