Unable to Access Developer Instance – Prompting for Passkeys

[RohitPapann]

Hi Community,

I’m facing an issue accessing my ServiceNow developer instance that I normally use without any problems.

As of today, when I try to log in, instead of the usual username and password prompt, it's asking me to set up or enter a passkey — something I haven't configured before. I'm not sure what caused this change, and now I'm unable to proceed or access my instance as I usually do.

Issue Summary:

• Regular login not working

• Redirected to a passkey setup or prompt unexpectedly

• No prior changes made to my security or login settings

• Unable to bypass or access the instance through other means

Request:
Could someone help me understand:

1. Why this change is happening?

2. How to disable or reset the passkey requirement?

3. If there's any way to recover or access my instance without setting a passkey?

I’d really appreciate any guidance or step-by-step instructions to resolve this.

Thanks in advance,
Rohit
(ServiceNow Developer Instance User)

[Community Alums · Accepted solution]

This is a global change as servicenow has implemented MFA

You may use an authentictor app to setup your Instance passcode. 

once it is ser up you can use this code to login in your PDI.

Kindly mark as helpful if you feel my answered was relevant .

[Viraj Hudlikar · Accepted solution]

Hello @RohitPapann 

Since Yokohama release all PDI are enforced with MFA so no more local login you need to setup MFA by using available authenticator apps.

Go through this Enforced Multifactor Authentication (MFA) - ServiceNow Blog

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Community Alums · Accepted solution]

This is a global change as servicenow has implemented MFA

You may use an authentictor app to setup your Instance passcode. 

once it is ser up you can use this code to login in your PDI.

Kindly mark as helpful if you feel my answered was relevant .

[Viraj Hudlikar · Accepted solution]

Hello @RohitPapann 

Since Yokohama release all PDI are enforced with MFA so no more local login you need to setup MFA by using available authenticator apps.

Go through this Enforced Multifactor Authentication (MFA) - ServiceNow Blog

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Ambuj Tripathi · Accepted solution]

Hi @RohitPapann 

Aren't you getting any other factors to setup MFA apart from the Passkey/Security Keys? If you aren't getting the options to setup other factors, that could be a different issue.

Usually, the new users will be getting 3 options by default (unless any of them is disabled by the admin) -

1: TOTP (you need to download the authenticator app from any providers like google, okta or MS and scan the QR code provided in the login page, once done, you would get a code from the app and use it in login page to complete the MFA).

2: Fingerprint/TouchID or Mobile Passkey or Security Key (need to follow the directions provided, but works only in case you are logging with a device which has fingerprints/touchID enabled, or you need to setup the Mobile Passkey using your mobile device)

3: Email (won't work coz it emails wont be sent from PDIs - email sending capability is disabled).

Thanks!