Soft PIN Expiration reminder on Partner Portal

[Rain Vaine]

Hello experts,

We received an email from saying it is from partner portal, 

Did anyone of you encountered similar email notifications?
If so do you have any idea about what is this email is about and the actions needed to be done.
I cannot find any ServiceNow documentations related to this email so if you have any reference link, it woulod be helpful if you could provide it.

Regards,
Vaine

[Micha_ Mrozi_sk]

Is this Soft PIN something we should have set up? What are the consequences of not setting it up?

[Patricia Orazie]

Hello, while the documentation is helpful for those accessing their own ServiceNow solution... I received several emails from "partnerportal@service-now.com" ; I have visited and viewed my preferences, etc. for ServiceNow Partner Portal - I do not see an opportunity to "reset my soft PIN". If I do not reset it, what happens next?

Here is what my email looks like.

[Peter_V]

Hello @Rain Vaine, 
that's the guidance what I've just received from support, with which I was able to reset my caller pin. Whether it stops the soft pin reminders is still to be seen Tomorrow. 

"You have received this email to reset your soft PIN. This is the PIN you set up in Security Settings during initial account setup. Now it is going to expire. If you have any issues accessing the link in the email you received, please use the navigation path. Partner Portal> Admin> Profile> Security Settings> Enter the validation code received via email and update the Caller Pin using the Edit Caller Pin option.

We are still working with the team to gather information on the impact/implications if users are unable to update their PIN before the expiry date. Please inform the users to reset the Soft pin before it expires."

Regards,

Péter

[Joatan Fontoura]

Hi!

We received this information from a person of ServiceNow when my company ask what to do about this notification

• This does not impact partner access or login.

• The notifications have now been disabled, so no additional reminder emails will be sent.

• Partners who already received the notification can safely ignore the email or update their PIN at a later time if they choose. There is no immediate action required.
Thank you!

[HisakoK]

Hi,

Thank you for sharing this information, Joatan!

Just to add some context — I also contacted ServiceNow Partner Support directly via **partnernow@servicenow.com**, and received the following official response:

> *"Please use the below navigation to reset the Soft Pin.*
> *Log in to the Partner Portal → Navigate to Admin > Profile > Security Settings → Enter the validation code you received via email → Select the 'Edit Caller PIN' option to complete your update.*
>
> *Due to high volume of requests, we are experiencing a delay in receiving the validation code emails. We would request you to try resetting the PIN at a later time. Please be assured that PIN expiration does not impact your existing access or login to the Partner Portal. You can reset your PIN at any time without affecting your account. No immediate action is required.*
>
> *Also, the notifications are now disabled and you will no longer receive these emails."*

So it seems the PIN **will eventually need to be updated**, but there is **no urgency** at this time due to the high volume of requests on ServiceNow's end.

The key takeaway appears to be:
- ✅ No immediate action required
- ✅ Existing Partner Portal access is not affected
- ⚠️ The PIN should be updated at some point when the system stabilizes

Hope this helps clarify the situation for everyone! 😊