question PDI - How to Reset User Multi-factor Authentication (MFA) in Community Central forum

PDI - How to Reset User Multi-factor Authentication (MFA)

Community Alums — Fri, 08 Aug 2025 03:06:41 GMT

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

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

Appreciate any help on this.

@John_Yates

Re: PDI - How to Reset User Multi-factor Authentication (MFA)

Deepak Shaerma — Fri, 08 Aug 2025 04:20:08 GMT

Hi @Community Alums

have you tried https://developer.servicenow.com/ for checking your username and password of the PDI.

Install the MFA and provide the details again.

Op 2: Click on Start building,

just copy the URL and paste it in another tab with suffix /login.do
example : https://dev2777.service-now.com/login.do

once reached, tried to login or forget the password there.

If my response helped please mark it correct/helpful
Regards
Deepak Sharma

Re: PDI - How to Reset User Multi-factor Authentication (MFA)

Community Alums — Fri, 08 Aug 2025 06:09:03 GMT

Hi @Deepak Shaerma , Yes I'm aware about that however as I mentioned my problem is different.

I accidently removed the MFA details from "authenticator" app and due to which I'm unable to get the 6-digit verification code and I'm stuck at this page. Hence I need to reset the MFA for my "admin" account.

Below is the reference.

Re: PDI - How to Reset User Multi-factor Authentication (MFA)

Simon Hendery — Fri, 08 Aug 2025 06:50:48 GMT

Hi @Community Alums

The advice from @Deepak Shaerma is correct. You need to reset your PDI credentials/2FA by logging into the developer portal.

Remember, there are two different sets of credentials/2FA involved here: those associated with your SN developer account, and those associated with the PDI.

Re: PDI - How to Reset User Multi-factor Authentication (MFA)

Community Alums — Fri, 08 Aug 2025 09:07:16 GMT

Hi @Simon Hendery ,

I did that, I went into My Instance -> Manage instance password and clicked on "reset instance password".

copied the login.do URL of my instance and entered the new password for "admin" account however it's still redirecting me to below page.

As I mentioned earlier as well, I accidently deleted the MFA account of my PDI instance from Google Authenticator App hence I can't get the 6-digit code and I can't login to instance.

I already sent email to developer@servicenow.com but there is no response. I'm not sure how to reach out to ServiceNow team for the help.

For example, Since I can't access or login to my PDI, I need support from ServiceNow PDI support team to reset the MFA from my admin account in my PDI, shown below so that I can setup MFA again in Authenticator App.

Re: PDI - How to Reset User Multi-factor Authentication (MFA)

Community Alums — Mon, 11 Aug 2025 06:43:49 GMT

Hi @Simon Hendery @Deepak Shaerma ,

I would like to access this page and setup the MFA again for admin account as I accidently deleted the account in authenticator app (screenshot 1), hence I can't enter the 6-digit code to login and verify during the login (screenshot 2).

Screenshot 1: MFA Setup

Screenshot 2: Login page authenticator code.

@John_Yates , wanted to check with you based on your last comment in this post https://www.servicenow.com/community/platform-privacy-security/reset-user-multi-factor-authentication-mfa/tac-p/3345491/highlight/true#M45, are you able to get the right resource/information ?

Re: PDI - How to Reset User Multi-factor Authentication (MFA)

cncsyshu — Thu, 14 Aug 2025 13:40:06 GMT

You can use postman to send api to update the user's MFA field.

Method: PATCH

URL: https://<yourinstance>.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441

Authorization: Basic Auth

Username/Password: Your admin account

Body:

{"enable_multifactor_authn":"false"}

After you updated the field to false, you can login without MFA code.

Re: PDI - How to Reset User Multi-factor Authentication (MFA)

danesh — Mon, 22 Sep 2025 17:45:45 GMT

This option will not work for latest Yokohama Instance because In the Yokohama release of ServiceNow, and later Multi-Factor Authentication (MFA) is enforced by default for all internal users who log in without Single Sign-On (SSO). Disabling MFA globally—especially via the Table API—is intentionally blocked by ServiceNow through Business Rules like RestrictDisablingMFAProp and and if you try disabling this business rule which you can using Table API, but in the Yokohama release of ServiceNow, the second Business Rule named Discourage turning off MFA is part of a platform-enforced security mechanism that cannot be disabled through standard means like:

Table API
Background scripts
UI actions

This rule is designed to prevent administrators from disabling MFA globally, especially via automation, to ensure compliance with ServiceNow’s enhanced security posture.

Re: PDI - How to Reset User Multi-factor Authentication (MFA)

cahenrique — Sat, 18 Oct 2025 00:48:01 GMT

This worked! Many thanks! Many thanks...