Hi @Saib1 , @Prateeksha_H @abhishek_s ,
This is usually seen on upgraded instances or instances where Multi-Provider SSO was already configured before Account Recovery was enabled.
You do not need to customize the Account Recovery Properties page to bring Step 2 and Step 3 back.
I would validate the configuration in this order.
1. Verify the Multi-Provider SSO plugin
Navigate to:
System Definition > Plugins
Confirm this plugin is Active:
Integration - Multiple Provider Single Sign-On Installer
Plugin ID:
com.snc.integration.sso.multi.installer
Account Recovery is provided as part of this Multi-SSO capability.
2. Check the Account Recovery property directly
Navigate to:
sys_properties.list
Search for:
glide.sso.acr.enabled
Verify:
Type: true/false
Value: true
If the property exists and is false, change it to:
true
and Save.
If it does not exist, I would first verify/repair the Multi-SSO plugin installation rather than manually creating unrelated Account Recovery records.
3. Refresh Account Recovery Properties
Navigate again to:
Multi-Provider SSO
-> Account Recovery
-> Properties
The Account Recovery feature should now be enabled.
Important:
On some upgraded instances the Properties page may still not display the same Step 2 / Step 3 wizard that appears on a fresh instance.
Do not modify the OOB UI Page or scripts just to restore those labels.
The important configuration is:
glide.sso.acr.enabled = true
and at least one administrator is configured as an Account Recovery user.
4. Configure an Account Recovery administrator
Before enrolling an administrator for ACR, ensure that administrator has:
- A valid local ServiceNow password
- MFA configured
- Administrator access required for Account Recovery
Then configure the administrator as an Account Recovery user.
You can verify configured users from:
Multi-Provider SSO
-> Account Recovery
-> Users
There should be at least one valid Account Recovery administrator.
5. Check Multi-SSO
The Multi-SSO property is:
glide.authenticate.multisso.enabled
For a new implementation, ServiceNow recommends configuring the Account Recovery administrator before enabling Multi-Provider SSO.
The intended sequence is:
Activate Multi-SSO plugin
-> Enable Account Recovery
-> Configure local password
-> Register MFA
-> Enroll Account Recovery administrator
-> Enable Multi-Provider SSO
For an upgraded instance where Multi-SSO is already enabled, you do not need to disable your working SSO simply because Step 2 and Step 3 are missing. Enable ACR and configure the recovery administrator.
6. Validate the result
Check:
glide.sso.acr.enabled = true
Then confirm:
Account Recovery > Users
contains the administrator that will be used during an SSO recovery scenario.
Do not consider the missing Step 2 / Step 3 text itself as the final validation.
The actual validation should be:
Multi-SSO plugin active
+
ACR property enabled
+
Recovery administrator enrolled
+
Local password available
+
MFA registered
There is an older Community discussion for this exact Tokyo issue where the same prerequisites were identified, and a later user with the same missing Step 2/3 behavior was able to proceed by enabling glide.sso.acr.enabled directly.
Official references:
Account Recovery:
https://www.servicenow.com/docs/r/platform-security/authentication/sso-acct-recovery.html
Configure an Account Recovery user:
https://www.servicenow.com/docs/r/platform-security/authentication/config-acr.html
Account Recovery properties:
https://www.servicenow.com/docs/r/platform-security/authentication/acr-properties.html
Related Community thread:
https://www.servicenow.com/community/developer-forum/account-recovery-is-not-able-to-enable/td-p/247...
I would therefore start with glide.sso.acr.enabled rather than trying to repair the Step 2/Step 3 UI.
Hope this helps!
If this response helped, please mark it as Helpful.
If it resolves your issue, please Accept it as Solution.
Kind Regards,
Abhishek Pal
