Locked out of PDI due to lost Windows Hello / FIDO2 passkey and email MFA code not arriving

[Shawn Berta]

Hello everyone,

I am locked out of my Personal Developer Instance. I previously logged in using Windows Hello / FIDO2 passkey MFA. I believe the passkey was created on an old work laptop that has since been wiped, so I no longer have access to that passkey.

When I click Try another way to verify, I see two options:

1. Use Biometric authentication or FIDO2 Security key

2. Get a verification code sent to my masked email address

The passkey option no longer works because the old device/passkey is gone. I have selected the email verification option many times, but no email code arrives. I do receive other ServiceNow emails, so this appears specific to the MFA verification email.

I do not want to reset or release the PDI because I have important work in it.

Is there any way to reset MFA for the PDI admin account, clear the FIDO2/passkey registration, or regain access through the Developer Portal?

Thank you.

[Rafael Batistot]

Hi @Shawn Berta 

This support post might help you 

https://noderegister.service-now.com/kb?id=kb_article_view&sysparm_article=KB0864036

[Tanushree Maiti]

This Issue I  faced couple of years ago. but for me in a day it was not working but in next day when I Itried , I received email..

Just try again. 

Also try this tricks once: If your PDI is not available after five minutes, sign in to the Developer Site and check the My Instance page to see if your PDI is still undergoing maintenance. 

If it does not work, there is no way other than Release the the Instance and request for new one .

As There is no support available for PDI.