question Re: Soft PIN Expiration reminder on Partner Portal in Developer forum

Soft PIN Expiration reminder on Partner Portal

Rain Vaine — Mon, 29 Jun 2026 00:23:16 GMT

Hello experts,

We received an email from saying it is from partner portal,

Did anyone of you encountered similar email notifications?
If so do you have any idea about what is this email is about and the actions needed to be done.
I cannot find any ServiceNow documentations related to this email so if you have any reference link, it woulod be helpful if you could provide it.

Regards,
Vaine

Re: Soft PIN Expiration reminder on Partner Portal

KrishnaMohK1171 — Mon, 29 Jun 2026 02:34:23 GMT

Received the notification as well. I'm not entirely sure what the next steps are here—any help or guidance on what needs to be done would be much appreciated!!

Re: Soft PIN Expiration reminder on Partner Portal

Yemiii — Mon, 29 Jun 2026 03:00:36 GMT

Same. Not sure what it's about, but it did ginger me to enroll for some new courses. I wonder if it's a plan to get inactive users to log in.

Re: Soft PIN Expiration reminder on Partner Portal

Tanushree Maiti — Mon, 29 Jun 2026 03:01:44 GMT

Hi @Rain Vaine

Who are part of Partner portal , I guess all have received the soft PIN email.

As per Servicenow Documentation: Configure Soft PIN

Users are required to configure Soft PIN before it can be used for authentication with ServiceNow AI Platform.

Also check Soft PIN authentication

Soft PIN is a six-digit numeric PIN that verifies a caller's identity during an AI voice agent session.

Re: Soft PIN Expiration reminder on Partner Portal

Janejit Chavana — Mon, 29 Jun 2026 07:06:16 GMT

Same as me, I got this email notification since last week. I tried to search for any clue specific for the partner portal, but no luck.

Re: Soft PIN Expiration reminder on Partner Portal

Micha_ Mrozi_sk — Mon, 29 Jun 2026 09:56:11 GMT

Is this Soft PIN something we should have set up? What are the consequences of not setting it up?

Re: Soft PIN Expiration reminder on Partner Portal

Patricia Orazie — Mon, 29 Jun 2026 13:48:29 GMT

Hello, while the documentation is helpful for those accessing their own ServiceNow solution... I received several emails from "partnerportal@service-now.com" ; I have visited and viewed my preferences, etc. for ServiceNow Partner Portal - I do not see an opportunity to "reset my soft PIN". If I do not reset it, what happens next?

Here is what my email looks like.

Re: Soft PIN Expiration reminder on Partner Portal

Peter_V — Mon, 29 Jun 2026 15:51:00 GMT

Hello @Rain Vaine,
that's the guidance what I've just received from support, with which I was able to reset my caller pin. Whether it stops the soft pin reminders is still to be seen Tomorrow.

"You have received this email to reset your soft PIN. This is the PIN you set up in Security Settings during initial account setup. Now it is going to expire. If you have any issues accessing the link in the email you received, please use the navigation path. Partner Portal> Admin> Profile> Security Settings> Enter the validation code received via email and update the Caller Pin using the Edit Caller Pin option.

We are still working with the team to gather information on the impact/implications if users are unable to update their PIN before the expiry date. Please inform the users to reset the Soft pin before it expires."

Regards,

Péter

Re: Soft PIN Expiration reminder on Partner Portal

Joatan Fontoura — Mon, 29 Jun 2026 17:09:18 GMT

Hi!

We received this information from a person of ServiceNow when my company ask what to do about this notification

• This does not impact partner access or login.

• The notifications have now been disabled, so no additional reminder emails will be sent.

• Partners who already received the notification can safely ignore the email or update their PIN at a later time if they choose. There is no immediate action required.
Thank you!

Re: Soft PIN Expiration reminder on Partner Portal

Simon Hendery — Mon, 29 Jun 2026 19:00:49 GMT

ServiceNow's business is workflows and it bangs on about being its own Customer Zero.

Lacking the internal QA that leads to it spamming its partners with bogus notifications for a security-related stuff-up like this is a pretty bad look.

Re: Soft PIN Expiration reminder on Partner Portal

HisakoK — Tue, 30 Jun 2026 04:54:47 GMT

Hi,

Thank you for sharing this information, Joatan!

Just to add some context — I also contacted ServiceNow Partner Support directly via **partnernow@servicenow.com**, and received the following official response:

> *"Please use the below navigation to reset the Soft Pin.*
> *Log in to the Partner Portal → Navigate to Admin > Profile > Security Settings → Enter the validation code you received via email → Select the 'Edit Caller PIN' option to complete your update.*
>
> *Due to high volume of requests, we are experiencing a delay in receiving the validation code emails. We would request you to try resetting the PIN at a later time. Please be assured that PIN expiration does not impact your existing access or login to the Partner Portal. You can reset your PIN at any time without affecting your account. No immediate action is required.*
>
> *Also, the notifications are now disabled and you will no longer receive these emails."*

So it seems the PIN **will eventually need to be updated**, but there is **no urgency** at this time due to the high volume of requests on ServiceNow's end.

The key takeaway appears to be:
- ✅ No immediate action required
- ✅ Existing Partner Portal access is not affected
- ⚠️ The PIN should be updated at some point when the system stabilizes

Hope this helps clarify the situation for everyone! 😊

Re: Soft PIN Expiration reminder on Partner Portal

HisakoK — Tue, 30 Jun 2026 05:20:42 GMT

Hi Joatan,

Just wanted to follow up and share the final confirmation I received from ServiceNow Partner Support after reaching out directly!

After some back and forth, here is the official conclusion:

> *"Resetting the PIN before expiry is **not mandatory** as it will **not impact your partner portal access or login**. It is **optional** and there is **no deadline** to reset this."*

So your original information was **completely correct** all along! ✅

For anyone who received the notification email and is wondering what to do — you can **safely ignore it** with full confidence. No action is required, no deadline, and no impact on your Partner Portal access whatsoever.

Thank you for sharing this information with the community, Joatan — it saved a lot of people from unnecessary confusion! 🙏

Hope this helps everyone! 😊

Re: Soft PIN Expiration reminder on Partner Portal

Julija — Tue, 30 Jun 2026 07:57:08 GMT

Just searched for the same. I found the info in the partner portal itself - see attached

Re: Soft PIN Expiration reminder on Partner Portal

Rain Vaine — Tue, 30 Jun 2026 10:00:43 GMT

Hello,

Thank you for that resource.
We also received the same exact response from the support to what is in that pdf.

Regards,
Vaine