If you're locked out of your Hudu instance, Hudu HQ Billing Portal, or both, this guide outlines the steps to recover access and what information we'll need to verify your identity.
Identity Verification Requirements
For security purposes, please include the following information when contacting support:
- What site you are locked out of (e.g., your Hudu instance or the Hudu HQ billing portal)
- Your support code (format:
HUDU-XXXXXXXX-yourslug), if you can access Hudu HQ or your Hudu instance - Your Hudu instance URL (e.g., companyname.huducloud.com)
- The email address you log in with, plus any other email addresses you may have used
- Your full name
- Your organization or company name
Your support code looks like HUDU-XXXXXXXX-yourslug and expires after 24 hours (you can regenerate it anytime).
You can copy it from:
- Hudu HQ: the Copy Support Code control at the top of your dashboard (next to the welcome greeting)
- Hudu instance (Super-Admin only): Admin → License Key, under Your support code (shown when your login email matches an HQ billing admin on that license)
If you can't access either place, see the Can't Access Either Hudu or HQ? section below.
Locked Out of Your Hudu Instance
If you're unable to access your Hudu instance or are not receiving the password reset email, follow these steps:
1. Double-Check Your Email Address
- Ensure there are no typos in the address you entered (e.g., johndoe@gmail.com).
- Try other email addresses you may have used when signing up.
2. Ask a Super Admin
- If you're part of a team, a Super Admin can reset your password directly from Admin → Users (choose the user, then Reset Password) — no reset email needed.
- Regular Admins cannot reset passwords. If your account was locked after too many failed login attempts, an Admin or Super Admin can click Unlock on your user page, or you can wait about 30 minutes for it to unlock automatically.
3. Check Your Spam or Junk Folder
- Search for emails from donotreply@hudu.com (or your organization's custom SMTP/from address, if configured) and filter by keywords like "Hudu" or "reset password." Also check your Promotions or Updates tabs if you use Gmail.
4. Review Email Filters or IT Restrictions
- Corporate or school email addresses may block automated messages.
- Ask your IT team to check spam filters and whitelist Hudu emails (including donotreply@hudu.com).
5. Wait Before Retrying
- Email delivery may be delayed. Wait 5–10 minutes before requesting another reset.
6. Try a Different Browser or Device
- If the reset link arrives but doesn't work, try opening it in a different browser or an incognito/private window. Password reset links expire after 6 hours, so use them promptly.
Still Locked Out?
Contact support with your support code (from Hudu HQ or Admin → License Key), your Hudu instance URL, and the email address you log in with, along with the other information listed above. We'll use these details to verify your identity and help you regain access.
Locked Out of Hudu HQ
1. Use "Forgot Password"
Visit the Hudu HQ login page and click Forgot password? to request a reset link. HQ reset emails also come from donotreply@hudu.com, and links expire after 6 hours.
2. Not Receiving the Reset Email?
If you don't receive the email, it's likely that a Hudu HQ account hasn't been created yet, or you're using a different email than the one on the account.
- Go to https://hq.hudu.com/sign_up and create an account (you'll be prompted to set up MFA).
- After logging in, if you see the "Already a Hudu customer?" section on your dashboard, note your Customer identifier shown there.
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Submit a ticket (or email support@hudu.com) and include:
- Your Customer identifier from Hudu HQ
- Your Hudu license key
- Your Hudu instance URL (if known)
- Your most recent invoice receipt, or if you don't have it, all of the following:
- Your billing email address
- The last 4 digits of the card on file
- Your latest invoice number
- Your latest invoice amount
We'll link your existing billing account to your new Hudu HQ account.
If you're only locked out of Hudu HQ and you're a Super Admin in your Hudu instance, you can send us the support code from Admin → License Key instead of the invoice receipt or billing details.
Your invoice receipt includes the billing email, last 4 digits of the card on file, invoice number, and invoice amount, so sending the receipt covers all of these at once.
3. Locked out of MFA on Hudu HQ?
MFA resets for Hudu HQ must be handled by support. Submit a ticket from the email associated with the HQ account and include one of the following to verify ownership:
- If you're a Super Admin in your Hudu instance: the support code from Admin → License Key
- Otherwise: your most recent invoice receipt, or your billing email, the last 4 digits of the card on file, your latest invoice number, and your latest invoice amount
This only resets MFA for Hudu HQ — not for your Hudu instance.
Can't Access Either Hudu or HQ?
If you're locked out of both and cannot complete the steps above, please email support with the following:
- Your full name
- Your company or organization name
- All email addresses you may have used
- Your Hudu license key (if retrievable — often included in your initial trial or welcome email, or visible to another admin under Admin → License Key)
- Your Hudu instance URL
- Your most recent invoice receipt, or if you don't have it, all of the following:
- Your billing email address
- The last 4 digits of the card on file
- Your latest invoice number
- Your latest invoice amount
Your invoice receipt includes the billing email, last 4 digits of the card on file, invoice number, and invoice amount, so sending the receipt covers all of these at once.
We'll verify your identity and assist you in regaining access.