PDI - How to Reset User Multi-factor Authentication (MFA)

Mittal_M · a month ago

How to reset the multi-factor authentication for the system admin account of my PDI instance, I have accidently deleted my instance account in the authenticator app for my "admin" account. I don't have any other account to login into my PDI hence I can't login and access my PDI at all.

I have reached out to developer email but so far haven't got any response.

Appreciate any help on this.

@John_Yates

Thanks

cncsyshu · 3 weeks ago

You can use postman to send api to update the user's MFA field.

Method: PATCH

URL: https://<yourinstance>.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441

Authorization: Basic Auth

Username/Password: Your admin account

Body:

{"enable_multifactor_authn":"false"}

After you updated the field to false, you can login without MFA code.

View solution in original post

Deepak Shaerma · a month ago

Hi @Mittal_M

have you tried https://developer.servicenow.com/ for checking your username and password of the PDI.

Install the MFA and provide the details again.

Op 2: Click on Start building,

just copy the URL and paste it in another tab with suffix /login.do
example : https://dev2777.service-now.com/login.do

once reached, tried to login or forget the password there.

If my response helped please mark it correct/helpful
Regards
Deepak Sharma

Mittal_M · a month ago

Hi @Deepak Shaerma , Yes I'm aware about that however as I mentioned my problem is different.

I accidently removed the MFA details from "authenticator" app and due to which I'm unable to get the 6-digit verification code and I'm stuck at this page. Hence I need to reset the MFA for my "admin" account.

Below is the reference.

Thanks

Simon Hendery · a month ago

Hi @Mittal_M

The advice from @Deepak Shaerma is correct. You need to reset your PDI credentials/2FA by logging into the developer portal.

Remember, there are two different sets of credentials/2FA involved here: those associated with your SN developer account, and those associated with the PDI.

Mittal_M · a month ago

Hi @Simon Hendery ,

I did that, I went into My Instance -> Manage instance password and clicked on "reset instance password".

copied the login.do URL of my instance and entered the new password for "admin" account however it's still redirecting me to below page.

As I mentioned earlier as well, I accidently deleted the MFA account of my PDI instance from Google Authenticator App hence I can't get the 6-digit code and I can't login to instance.

I already sent email to developer@servicenow.com but there is no response. I'm not sure how to reach out to ServiceNow team for the help.

For example, Since I can't access or login to my PDI, I need support from ServiceNow PDI support team to reset the MFA from my admin account in my PDI, shown below so that I can setup MFA again in Authenticator App.

Thanks