Password Reset / Account Unlock

To unlock your account and reset your password with the instructions below, you must:

Have an IAM username (i.e. smithjtxyz) under your name.
Have an active account used within the last six months.
Answer three security questions you selected during account activation.

If you are using someone else’s logon information, ETF cannot assist with password resets or unlock the account. The assigned user will need to call for help. Otherwise, complete an Online Access Security Agreement (ET-8928) to get your own username. For more information, see Update Online Access.

To get started, click on the request type below for step-by-step instructions.

Was troubleshooting unsuccessful?
Call 1-877-533-5020 and select Option 2 to speak with an Employer Case Manager.

Request Types

Use these instructions if you’ve entered an incorrect password four times or if it has been more than 60 days since you changed your password.
1. Open a browser (i.e., Google Chrome) and go to https://eiam.wisconsin.gov
  - Note: This website is not supported in Microsoft Internet Explorer. You will need to use another browser type.
2. Click on My account is locked. The Step 1 - User Verification window will appear.
3. Enter your IAM username (i.e. smithjxyz) and click Next. The Step 2 - User Verification window will appear.
4. Your selected security questions will appear. Enter the answer to each question. Answers are not case sensitive.
5. Click OK.
  - If your answers match, the Success window will appear. Click OK to return to the login screen.
  - If your answers do not match, you will see the error “You have answered one or more questions incorrectly. Please try again.” Repeat Steps 4 and 5 again.
6. Complete the Reset Your Password instructions in the next section below.
Use these instructions to create a new password. If it has been more than 60 days since you changed your password or your account is locked, complete the Unlock Your Account instructions first.
1. Open a browser (i.e., Google Chrome) and go to https://eiam.wisconsin.gov
  - Note: This website is not supported in Microsoft Internet Explorer. You will need to use another browser type.
2. Click on I forgot my password. The Step 1 - User Verification window will appear.
3. Enter your IAM username (i.e. smithjxyz) and click Next. The Step 2 - User Verification window will appear.
4. Your selected security questions will appear. Enter the answer to each question. Answers are not case sensitive.
5. Click Next. The Step 3 - Enter a new password window will appear.
6. Enter a new password. Password requirements are listed below the Confirm new password field.
7. Re-enter your new password in the Confirm new password field.
8. Click the OK button. Once the password is accepted, the Success window will appear. Click OK.
9. After your password is reset, return to the ETF Web Applications for Employers page to log in to the desired system.
Use these instructions if you receive errors after answering your security questions or you want to change your security questions. Your account must be unlocked and you must have a current password to change these questions.

If you can’t unlock your account or reset your password because you are receiving errors on your security questions, call Employer Services at 1-877-533-5020 and select Option 2.
1. Open a browser (i.e., Google Chrome) and go to https://eiam.wisconsin.gov
  - Note: This website is not supported in Microsoft Internet Explorer. You will need to use another browser type.
2. Enter your Username and Password, then click the Sign In button. If successful, you will see the Cayosoft Management & Self-Service Portal.
3. Under the blue Self-Service header, click on the Update my Self-Service details button. The Enroll of Update my Profile window will appear.
  - Note: If security questions and answers were never submitted, click on the Enroll here for Password Self-Service button instead.
4. Select a question from the Self-Service Questions drop-down menu.
5. Supply an answer in the Answers field. The answer must be unique and may not be repeated. Answers are not case sensitive, but you will need to make note of any spaces or punctuation.
6. Click on the “eyeball” icon to unmask the answer and verify it is correct.
7. Repeat steps 5 and 6 until all five self-service questions are answered.
8. Select a question from the Question shared with the Help Desk. This question will be asked to verify your identity over the phone.
9. Supply an answer in the Answer field.
10. Click on the “eyeball” icon to unmask the answer and verify it is correct.
11. Once all questions have been selected and answers provided, click on the Update Enrollment button.
- You may receive an error when using copy/paste in the username and password fields. Please type this information.
- You must change your passwords every 60 days. If it is not changed timely, your account will be locked.
- Passwords are case sensitive.
- The answers for your security questions are not case sensitive.
- For security purposes, the answers to your security question and passwords are masked. Click on the eye icon to the right of the answer to ensure your entries are correct.
- If an account isn’t used for six months or more, it will be disabled and deleted. You will need to complete a new Online Access Security Agreement (ET-8928) form to regain access. For more information, see Update Online Access.