Can't login after changing user ID

CheEski
Tera Contributor

yesterday

Hello,

I changed my user ID on my main ServiceNow account from my corporate email address to my private email.

Since then, I can no longer log in to learning, community, or support. I end up in an endless reload-loop on learning, an immediate "Authentication Unsuccessful" on community, and "Sorry, you can't login with this ServiceNow ID" on support.


I can still log in to developer.servicenow.com and use my PDI.

How can I get support with this issue?

Best wishes

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Matthew_13
Kilo Sage

2 hours ago

What you’re running into is a known issue that can happen afteer changing the email user ID on a ServiceNow ID. Even though the ID itself updates, not all ServiceNow services Learning, Community, Support always resync correctly which leads to the login loops and authentication errors you’re seeing. The Developer site and PDIs tend to be more forgiving, which is why those still work.


Unfortunately, there isnt a self-service fix for this. The recommended path is to contact ServiceNow ID / Account Support so they can realign your identity across all platforms. The best way to do that is to submit a case through the ServiceNow Support portal using the ServiceNow ID / Login Issues category.

If you can’t open a case directly because of the login issue, the Community usually advises reaching out through the ServiceNow Support contact page and explicitly mentioning that the problem started after changing the ServiceNow ID email address.

This is an account synchronization issue on their side, not anything you can resolve locally.

 

@CheEski - Please mark as Accepted Solution and Thumbs Up if you find Helpful!!

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