John_Yates
ServiceNow Employee
ServiceNow Employee

 

KH_MFA_UserReset_Banner_20250811.png

 

Need to reset a user's MFA setting? Whether due to a lost mobile device, hardware security key issue, or a change in verification information—the Service Now Yokohama release has you covered. You can also find how to reset the MFA for _admin roles here.

 

First, let’s confirm this quick fix is relevant.   

 

Does the new MFA policy apply to you?  

MFA is enabled by default with the Yokohama release to align with industry standard security. Unless a user is assigned the snc_external role and using local or LDAP authentication, they are required to enroll by default.  

 

You can learn more about this, enrollment timelines, customizations and other exceptions here.   

 

MFA reset process 

Here’s a three-step process to reset MFA. To get started go to the Multi-Factor Authentication > User Multi-Factor Setup, then:  

  1. Clear the user’s Authenticator App Setup.  
  2. Clear the user’s FIDO2 Authenticators and Passkeys under Web Authentication > User Public Credentials. 
  3. Clear out anything else under > User Recent Used Factors. 

That's it! You're done. 

 

Additional resources 

Looking for more details on the new MFA requirement? Here’s a list of resources to guide you through everything, from notification customizations to exemptions.  

 

  1. _admin MFA Reset 
  2. Knowledge article: Multi-factor authentication (MFA) implementation  
  3. MFA Documentation  

 

Now the most important question: Is this article helpful?  

Comments
Mittal_M
Giga Guru

Hi @John_Yates ,

 

How to reset the multi-factor authentication for the system admin account of my PDI, I have accidently deleted my instance account in the authenticator app for my "admin" account. I can't login into my PDI at all.

I have reached out to developer email but haven't got any response.

John_Yates
ServiceNow Employee
ServiceNow Employee
John_Yates
ServiceNow Employee
ServiceNow Employee

@Mittal_M  - apologies - that article is for customer instances, not developer. I'm going to connect you with the right resource/info. 

Mittal_M
Giga Guru

Hi @John_Yates ,

 

Thanks , please let me know as I'm unable to access my PDI. 

Mittal_M
Giga Guru

Hi @John_Yates ,

 

Any updates from your side on how to reset the MFA for "admin" account in PDI?

Ambuj Tripathi
ServiceNow Employee
ServiceNow Employee

Hi @Mittal_M 

I dont think the MFA reset for the PDIs is available from there.

Version history
Last update:
3 weeks ago
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