I cannot login Now Support after changed id email address.

[RockieW]

Hello, 

Since company will change its name, so I tried to change my id from old email to new one in Now Support.

Everything looks like fine, since when I did it, there was no error message. An email sent to me to tell me that operation was started and then another email told me it was done. 

Then the nightmare started. 

#1, When I use the new id to login Now Support, I found I cannot logon, messages show me, since I am administrator, I cannot change email id. OMG, why I cannot get any message before I did it, or any error message to stop me when I set it?

#2, Then I tried to login again with another id, I tried the old one, system told me it doesn't exist.

#3, Then I tried to login with the new id again, this time I logon successfully, but I only have privilege to use community, not able to create any support case. 

When I try to create support case, system tells me I need login, it goes back to the status I did #1, even if I try #2, #3 again, I return back to the original place.  

I created an incident from the operation complete notification email, but soon it was closed with an suggestion, the engineer suggested me calling support number in US. I did it.

With 30 mins talking the operator created a ticket for me again, the number is CS8461556.

Now I am waiting the call from someone who can help me, and the time is ticking.

Can someone help me push up this ticket? 

[WillK2022 · Accepted solution]

Hi RockieW,

Is there not another Admin that still have their original access? They could log into the Support Portal and then potentially fix whatever issue may be on your account via User Management.

Alternatively, depending on your license agreement with ServiceNow, you may have an Account Manager assigned to your organisation. Reaching out to them with the case number, they should be able to fast-track it for you.

Hope you find assistance or a resolution soon!

[RockieW]

Hi Willk2022, 

Thank you so much for advice. 

There is another manager actually, but unfortunately, he is on leave, and I cannot reach out him immediately.  So I only can count on ServiceNow's support team. 

[RockieW]

Good news, ServiceNow support team has helped me resolved this problem. 

Thank you!

[WillK2022]

Glad to hear you came right!

Happy SNow-ing 😄