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

[glideFather]

Great news @smaistry, once you are logged in, you can either disable the property that enables MFA and/or give the user exception from it

[smaistry]

Apologies for the confusion. When I meant that I am "able to login" I meant that I am able to input my username and password, but I still get prompted after that for MFA.

[glideFather]

ah okay @smaistry, and even though you use the Start building button?

And if you reset the credentials also?

[smaistry]

Yep - tried both but still didn't work ☹️ I think I might have to start considering resetting the instance entirely which I really didn't want to do.

[Sandeep_Know24]

The real fix is to clear your admin user's enrolled MFA factor server-side, which forces a fresh MFA setup on your next login. Since this is a PDI, try consulting support, if they can HIHOP on to your instance, they can remove the MFA enrollment record for your instance without wiping any of your work