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

Shawn Berta
Tera Contributor

2 weeks ago

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.

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Rakesh_M
Kilo Sage
In response to Rakesh_M

2 weeks ago

Hi @Shawn Berta ,
If your last logged in session is in Global scope, refer this PDI MFA Issue ,where I have  described how I resolved the same problem.

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