Unable to access Now Support / MFA email not received for instance admin account

[CloudFulcruL]

Hi All
I am the admin for our ServiceNow instance, but I am unable to log in to Now Support to raise a ticket for an MFA issue, and I am stuck in a loop.

When I try to log in to Now Support, I get this message:

“Sorry, you can't login with this ServiceNow ID.
To protect your data, only ServiceNow IDs with authorized email addresses can be used to log in.”

It then shows links like:

• “Update the email address on your existing ServiceNow ID (KB0955126)”

• “Contact your organization's Customer Administrator (KB0547253)”

• “Troubleshoot login issues (KB0781690)”

My situation:

• I am an admin on our ServiceNow instance.

• I cannot access Now Support, so I cannot see or manage company users there.

• I am not sure who our current Customer Administrator / Now Support admin is, or if one even exists for our company.

• On top of this, my instance login MFA (email OTP) is not working – no verification codes are being sent to my email, even though username/password are correct.

Could someone please advise on:

1. How I can confirm whether my ServiceNow ID/email is linked to our company’s Now Support account.

2. What is the correct path to get my ID authorized (e.g., request to become Customer Admin, or contact someone specific at ServiceNow) if I cannot log in to Now Support at all.

3. Any workaround for the MFA/email OTP issue when I cannot receive the code and I do not yet have Now Support access.

Instance type: dev instance and region EU

[kaushal_snow]

@CloudFulcruL ,

check this link: https://www.servicenow.com/community/developer-forum/servicenow-support-page/m-p/3444436

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