Lost MFA device

[Niha2]

I am trying to login to ServiceNow University to link my personal account with company account to write the delta cert but I lost the MFA account associated to it. How can I reset ?

[Tanushree Maiti]

1. Open Now Support (HI)
2. Click 'Sign In' (top right of screen)
3. Enter your Now Support User ID and Password
   
   • If you don't remember your password, click 'Forgot Password' and follow the instructions
   • Successful log-in with your Now Support User ID and Password should take you to the next screen to enter the MFA code
4. Click the link to receive a one-time code via email
   • Select "click here to receive a one time code via email" as displayed in the screenshot below
     
     
   • The verification code is sent to the email ID mentioned in your Now Support Profile
   • To update or correct the email ID, reach out to Customer Service Administration
5. After receiving the code, enter the 6-digit code into the 2-Factor Authentication text box
6. Click Login
   • You are logged in to Now Support (HI) View
7. Click on your name (top right of the screen)
8. Click 'My Profile'
   • Your details will be displayed
9. Click Multi-factor Authentication (next to where Active and Locked-out are displayed)
   • Multi-Factor Authentication Setup page is displayed with a QR Code
10. Open the Authenticator on your phone (or computer)
11. Manually enter the 6-digit verification code on your mobile device
    
    • Alternatively, tap Scan Barcode and point your camera at the QR code on your computer screen
12. Click Pair Device and Login.
    • The new device is now paired and refreshes every 30 seconds.

Refer: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0662343

[Tanushree Maiti]

For PDI

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.

Ref: https://www.servicenow.com/community/community-central-forum/pdi-how-to-reset-user-multi-factor-auth...