Unable to login to instance

[sifynm]

                  We are not able to connect to our instance, which is ServiceNow . I have already raised this query in the link mentioned here:How do I keep my instance awake always? . Please let us know how we can get back our instance. It is failing in the username and password stage and I am not able to login. When tried resetting for a password it fails here.

                As checked in other posting here https://community.servicenow.com/thread/260535?q=Unable%20to%20login%20to%20instance   I am able to ping that instance as mentioned here

[Dave Smith1]

Nandan Manjunath wrote:

I would like to know what we mean by inactivity?

If the instance hasn't been used in more than 10 days - nobody has logged in, etc - then it's deemed inactive (unused).

Nandan Manjunath wrote:
This is our instance and we need it back. ServiceNow

Well... strictly speaking, it isn't your instance... they're lent out free of charge to people that request them and can only be issued if capacity is available.   Reclaiming unused instances is the step taken to prevent capacity being exhausted - inactivity detection allows the instance to be reclaimed and freed up for another requester.  

At some point you were able to claim an instance because the same thing happened to someone before you - an instance wasn't being used so was reclaimed and recycled to provide you with one.

If you desire an instance outside of the inactivity reclaim period, there's always the option of using your organisation's development instance or licencing your own from ServiceNow rather than depend on the freely-provided developer images.

[sifynm]

                  Thank you Dave for the support. Even though they have lent it for us to use they cannot reclaim just like that. There was an activity recorded on that instance, each day. This is for your information. I had some help from the ServiceNow representative in retrieving it back many times.

[Dave Smith1]

Nandan Manjunath wrote:
Even though they have lent it for us to use they cannot reclaim just like that.

Well, that's the policy - you even showed it higher up to illustrate it's transparent when requesting an instance. ServiceNow don't hide this information, and make it clear as part of the agreement when reserving a free instance.

Nandan Manjunath wrote:

There was an activity recorded on that instance, each day. This is for your information. I had some help from the ServiceNow representative in retrieving it back many times.

If you were using it on a daily basis, it wouldn't have been reclaimed - as far as I know.   But good to hear your ServiceNow representative assisted you in retrieving it.   Did you discuss why it had to be done many times? How many times has it lapsed?