Locked out of PDI due to lost Windows Hello / FIDO2 passkey and email MFA code not arriving.

[Shawn Berta]

Hello everyone,

I am locked out of my Personal Developer Instance.  I previously logged in using Windows Hello / FIDO2 passkey MFA. I believe the passkey was created on an old work laptop that has since been wiped, so I no longer have access to that passkey.

When I click Try another way to verify, I see two options:

1. Use Biometric authentication or FIDO2 Security key

2. Get a verification code sent to my masked email address

The passkey option no longer works because the old device/passkey is gone. I have selected the email verification option many times, but no email code arrives. I do receive other ServiceNow emails, so this appears specific to the MFA verification email.

I do not want to reset or release the PDI because I have important work in it.

Is there any way to reset MFA for the PDI admin account, clear the FIDO2/passkey registration, or regain access through the Developer Portal?

Thank you.

[Dr Atul G- LNG]

Hi Shawn,

Greetings 

You can login directly in PDI, login to develop site there you will get start building if you click on that you will be able to login to pdi or you can reset pdi password as well or if still issue reset the whole pdi as well.

[Shawn Berta]

Hello Dr. Atul G,

    Thank you for your tie and reply. I have tried what you have suggested with the clicking on "Start Building" button, and it used to direct me to the GUI for the Admin account. It does not do that any more, I get directed to the screenshot I have supplied (the MFA page). Unfortunately, I can't reset the PDI, as if I do so, I will lose over a year of developing that I can't replace. I can't believe there isn't a way to remedy this. Is there anything else I can do / try?

[Dr Atul G- LNG]

Hi buddy,

Passcode issue is mainly from laptop not for PDI , as your pdi is active, so either try to get to or passcode or try to reset pdi password and see if it gives option to do login.

[Shawn Berta]

I have reset the admin password through the my Developer Home page dashboard. I have have also changed my admin account's user role from the "Action" button too, which did not do anything.