Unable to Login as Guest User in My ServiceNow Instance

[RohitPapann]

Dear ServiceNow Community,

I hope you're doing well.

I'm currently working on enabling public access to a Service Portal page in my developer instance. As part of the setup, I created a guest user and assigned a username and password. However, when I try to access the instance using those credentials, I'm unable to log in successfully.

Here’s what I’ve done so far:

• Created a new user with the username “guest” (or similar)

• Set a password for the user

• Assigned appropriate roles such as public, catalog, and attempted snc_external

• Tried accessing the instance at: https://dev187891.service-now.com

Despite this, I’m not able to log in or access the portal page using the guest user credentials. I’m unsure whether this is the expected behavior or if additional steps are required to enable login for the guest user.

Could you please help me understand:

1. Whether the guest user is meant to be directly logged into or just used implicitly for public (unauthenticated) access?

2. If direct login is possible, what additional configuration is required?

3. If not, how can I properly test and verify public access as a guest?

Any guidance or troubleshooting steps would be greatly appreciated.

Thank you for your time and support.

Best regards,
Rohit
Developer Instance: https://dev187891.service-now.com

[Chaitanya ILCR]

Hi @RohitPapann ,

try giving different username like guest_1 

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

Regards,
Chaitanya

[Ambuj Tripathi]

Hi @RohitPapann 

Guest user is reserved for other specific purposes and shouldn't be used for login as a user. Instead, can you please make your pages public and try?

Please refer to this KB - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0727651

Cheers!