Not able to change the password by logging into the test user account

[AshishSamuD]

I have created a Test User and assigned a password to that account as I was logged into the admin account. Test User was able to change the password for the 1st time. But from the 2nd attempt onward, it is showing the error as shown in attached image. Please guide me to resolve this error. 

[Mark Manders]

Check your password reset config. It seems that you only have a limited number of times you can do this within a certain timeframe. 

Why would you want to change the password this often? What's the business requirement behind that?

[AbinC]

Hi @AshishSamuD ,

Common Causes and Solutions for Password Change Errors in ServiceNow

1. Password Policy Restrictions

• ServiceNow enforces password policies (minimum length, complexity, history, etc.).
• If the new password does not meet these requirements, an error will occur.
• Solution:
  • Ensure the new password meets all requirements (length, complexity, special characters, etc.).
  • Check the password policy under System Security > Password Policy.

2. Password History

• ServiceNow may prevent users from reusing previous passwords.
• Solution:
  • Try using a password that is different from the last few passwords.

3. Account Lockout or Disabled User

• After multiple failed attempts, the account may be locked or disabled.
• Solution:
  • As an admin, check the user record (sys_user table) for the Test User.
  • Ensure the account is Active and not locked out.

4. LDAP or External Authentication

• If your instance uses LDAP, SSO, or another external authentication method, password changes may be restricted or managed externally.
• Solution:
  • Confirm whether password changes are allowed in ServiceNow or must be done in the external system.

5. Role or Permission Issues

• The Test User may lack the required roles to change their password.
• Solution:
  • Ensure the user has the user role (at minimum).
  • Check for any custom ACLs or scripts that might block password changes.

6. Session Issues

• Sometimes, session timeouts or browser cache issues can cause errors.
• Solution:
  • Log out and back in, or try a different browser.

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How to Troubleshoot Further

1. Check the Error Message Text

   • If you can provide the exact error message, I can give more targeted advice.

2. Review System Logs

   • Go to System Logs > Errors or System Logs > Security for more details about the failed password change.

3. Test with Another User

   • Try changing the password for another test user to see if the issue is specific to this account.

4. Check Instance Settings

   • Go to System Security > Password Policy and review all settings.

---

Summary Table

Possible Cause How to Check How to Fix

Password Policy Violation	System Security > Password Policy	Use a compliant password
Password History	System Security > Password Policy	Use a new password
Account Locked/Disabled	sys_user record	Unlock/activate user
External Auth (LDAP/SSO)	Instance Auth Settings	Change password in external system
Role/Permission Issue	User Roles	Assign required roles
Session/Browser Issue	Try different browser	Clear cache, re-login

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if you found this helpful please do mark it as helpful

Thanks,

Abin 

[Mark Manders]

If you insist in copy/pasting AI generated answers, at least tailor them to the question that is asked. You are asking to provide things that literally have been provided in the screenshot (but that's to be expected, since your AI can't read the screenshot). It doesn't help people to just post AI generated answers without testing them yourself, or checking if the answer will help.

[Rafael Batistot]

Hi @AshishSamuD 

The error in your screenshot is a standard ServiceNow password reset restriction message.

It’s not a bug with your Test User account — it’s happening because of the system property limits on password changes.

May you try those steps to fix it:

1. Log in as admin.
2. Navigate to System Properties > Security.
3. Check the following properties:

• glide.authenticate.password_change_limit
  → Limits the number of password changes a user can do in a short period.
  
• Default is usually 2.
• Increase it (e.g., 5) or set to 0 (no limit) for testing.
• glide.user.allow_password_change
  → Must be true for users to change their password.
• glide.authenticate.password_policy
  → If a password policy is enabled, ensure your new password meets the requirements.

1. Save the changes and retry logging in with your Test User.