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]

No other way mate to login in pDI. PDI has no official support from SN.

[GlideFather]

Hi @Shawn Berta,

have you tried resending/resetting the credentials?

https://developer.servicenow.com/dev.do#!/manage-instance 

[Shawn Berta]

Yes I have and unfortunately there is no change. I have used both Edge, Chrome, regular browser and incognito. Thank you for your suggestion.

[Tanushree Maiti]

Hi @Shawn Berta ,

This Issue I  faced couple of years ago. but for me in a day it was not working but in next day when I Itried , I received email..

Just try again.

If it does not work, there is no way other than Release the the Instance and request for new one .

As There is no support available for PDI.

[Rakesh_M]

HI @Shawn Berta ,
Try this approach using API.
refer:https://www.servicenow.com/community/community-central-forum/pdi-how-to-reset-user-multi-factor-auth...