Locked out of Zurich PDI via stuck iPhone Passkey MFA

[smaistry]

Since the upgrade to Zurich, I am unable to MFA using my windows pin and I had not setup another MFA option.

I know the password on the admin account (and I have recently reset it which did not help), so I wondered if it is possible to reset the MFA on this to that I can set it up again after logging in with the password please? I do not want to reset my instance and lose all the work that I have done so far.

My instance URL is https://dev182056.service-now.com

[KPNow]

I totally understand how frustrating this can be. I would suggest you to open a HI case with ServiceNow so that they can resolve this issue for you.

Hope this resolves your issue.

Thanks.

[Tanushree Maiti]

Hi @smaistry 

If you've lost access to the authenticator used for Multi-Factor Authentication (MFA), you cannot remove or bypass MFA on your Personal Developer Instance (PDI) without signing in.

In this situation, the practical solution is to reset your PDI and configure it again.

There is no support available for PDI.

To reset your PDI instance:

1. Sign in to the ServiceNow Developer site.
2. Click the down arrow in the top-right corner.
3. Select Manage My Instance.
4. On the Manage My Instance page, click the Action dropdown in the top-right corner.
5. Select Reset and Wipe Instance and confirm the action.
6. Once the reset is complete, you can start using your new PDI instance and configure it as needed

[glideFather]

ahoy @smaistry,

to fix this, navigate to:

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

and click Start building, it will let you access as an admin without need of logging in manually. Eventually use one of these options:

The access is controlled with a few system properties and some more MFA modules. It's difficult to say without visibility..