Multi-Factor Question

[Jonathan102]

Hi all,

Quick question that I hope someone can help out with.  Here is the issue, if you are using MFA in your instances, how do you handle if someone, who has already setup MFA on their phone, gets a new phone and needs to reconnect the authenticator to your SN instance?  I recently got a new cell, I had already setup MFA on my old phone, when I went to sign in, the system expected me to be able to generate a code (which I couldn't) and would not give me the option to scan the QR code again.

Thanks,

Jonathan 

[Inactive_Us1144 · Accepted solution]

As a SNOW Admin our team does the following

1. uncheck the MFA checkbox on the user account 
2. save the user record
3. check the MFA checkbox
4. save the record

I'm certain there's a better way to do this but honestly we never got enough of these requests to dig too far.

[Allen Andreas]

Hi,

You would want to disable MFA for that user account and then reenable it. I believe that process clears it out and you'd have to redo the QR code and all that.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Prateek kumar]

Check this out:

https://community.servicenow.com/community?id=community_article&sys_id=24a8c06a1babc854ada243f6fe4bc...

[Jonathan102]

Thanks everyone!