Issue Logging into ServiceNow Store from Developer Instance to Install Plugins

[RaviReddy7590]

Hi all, I’m new to the ServiceNow platform and currently working with a personal developer instance. While trying to install plugins from the ServiceNow Store, it asks me to log in using my ServiceNow ID. When I enter my developer account email, I get this error:

“Sorry, you can't login with this ServiceNow ID. Please make sure that your ServiceNow ID uses the same email address you currently use to login to Now Support...”

I’m confused about the difference between a Now Support account and my Developer Program account.

• What exactly is Now Support?

• How can I log in to Now Support if I only have a developer instance?

• What kind of User ID is required to access the ServiceNow Store for installing plugins?

• How can I resolve this issue as a new developer using a free developer instance?

This has been blocking my work, and any guidance would be appreciated.

Thank you!

[Chaitanya ILCR]

Hi @RaviReddy7590 

🔹 What is Now Support?

Now Support (formerly HI Support) is ServiceNow’s official support portal for licensed customers. It provides access to:

• Plugin installations for production and sub-production instances
• Technical support cases
• Product documentation and release notes
• Downloading update sets and patches

🔐 Access to Now Support requires a ServiceNow Customer Account (usually tied to a company that has a paid ServiceNow license).

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🔹 What is the Developer Program Account?

Your Developer Program account (https://developer.servicenow.com) gives you:

• A free Personal Developer Instance (PDI)
• Access to learning paths, APIs, and sample apps
• Ability to build and test apps

However, it does not grant access to Now Support or the ServiceNow Store for plugin installations.

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🔹 Why You’re Seeing That Error

When you try to log into the ServiceNow Store or Now Support using your Developer Program email, it checks if that email is associated with a licensed customer account. Since your developer account is not tied to a customer license, it gets rejected.

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🔹 How to Install Plugins on a Developer Instance

You have two options:

✅ Option 1: Use the Plugin List in Your PDI

1. Go to your PDI.
2. Navigate to System Definition > Plugins.
3. Search for the plugin you want.
4. Click Install (if available).

⚠️ Some plugins are restricted and require a licensed customer account to install.

🚫 Option 2: ServiceNow Store

You cannot install Store apps or restricted plugins unless:

• You are part of a licensed customer organization.
• Your email is linked to that organization’s Now Support account.

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🔹 How to Resolve This as a New Developer

If you're blocked by a plugin that isn't available in your PDI:

• 🔍 Search for an alternative plugin that is available in the PDI.
• 📩 Join a customer organization (e.g., through work) to gain access to Now Support and Store plugins

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[shun6]

Hi @RaviReddy7590,

You can login to store if you are a customer or a vendor/partner and have a paid account. You can't login to ServiceNow Store via developer account.

If you want to activate plugins, access "Activate Plugin" menu.

*PDI don't support all plugins.

If my answer was helpful, please click the Thumb Icon and mark it as the solution. This way, it can assist others in the future.

Thanks.

[Dr Atul G- LNG]

Hi @RaviReddy7590 

Logging into the ServiceNow Store is not possible via PDI. You need an official ID that is registered in the ServiceNow Store for that.

• What exactly is Now Support? > A site where you, as a customer or on behalf of a customer, can log an issue related to your instance.

• How can I log in to Now Support if I only have a developer instance? --> We can’t do this via PDI; you need a corporate ID, or your ID must be linked with a partner.

• What kind of User ID is required to access the ServiceNow Store for installing plugins?--> As above

• How can I resolve this issue as a new developer using a free developer instance? -- There’s no way to resolve this in PDI. PDI is a free instance provided by ServiceNow for learning and practice, intended solely for personal use. So, what you’re looking for isn’t possible in PDI.