The article describes the troubleshooting steps for the situations when the user can't log in into the Intermedia Unite desktop application.

If the user cannot log in to Intermedia Unite Desktop App, it may indicate connectivity issues which 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 following:

  1. Check that Intermedia Unite service is enabled in HostPilotĀ® Control Panel and the user has a phone number assigned.
  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.
      Note: a user needs to have an alternate email address or mobile phone number assigned to them in order to be able to reset password. More information on how to manage user's password settings can be found here.
  3. Make sure that you are using Intermedia Unite Desktop Application.

In case the problem is not resolved contact Voice Support.