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:
- Clear the user’s Authenticator App Setup.
- Clear the user’s FIDO2 Authenticators and Passkeys under Web Authentication > User Public Credentials.
- Clear out anything else under > User Recent Used Factors.
That's it! You're done.
Walk-through video
Here's a helpful walk-through of the user MFA reset process.
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.
- Infographic: Multi-factor authentication (MFA) now default with Yokohama release
- _admin MFA Reset
- Knowledge article: Multi-factor authentication (MFA) implementation
- MFA Documentation
Now the most important question: Is this article helpful?
