Enable multiple users to work on a shared device

  • Release version: Australia
  • Updated April 26, 2026
  • 2 minutes to read
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    Summary of Enable multiple users to work on a shared device

    The Multi-user login feature in ServiceNow mobile apps allows multiple users to securely access a single mobile account from a shared device. This functionality is ideal for workplaces where devices are shared among employees who need quick, personalized access without repeatedly performing full authentications. Users set up personal PINs after an initial login for swift re-authentication, enhancing security and convenience in industries such as manufacturing, healthcare, and retail.

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    Configuration Requirements

    • Only one ServiceNow account must be configured on the mobile device; multiple accounts are not supported for shared mode.
    • The mobile property SupportSharedDevice must be added and set to True to enable the feature.
    • Users must be assigned the mobileshareddevicemodeenabler role to enable switching a device into shared multi-user mode.
    • When using Single Sign-On (SSO), the SingleLogoutRequest service URL must be configured to support logout operations properly.

    Optional Settings

    • EnablePushNotificationinSharedDeviceMode: Disabled by default to protect user privacy; can be enabled so only the active user receives notifications.
    • MaxUsersPerSharedDevice: Sets the maximum number of users allowed on a shared device, with a default of 15 and a maximum of 30.
    • PINIdleTimeout: Defines how long a user can remain inactive before the app requires re-entry of their PIN for security.

    Benefits for ServiceNow Customers

    This feature streamlines secure access to ServiceNow on shared mobile devices, reducing login friction and enhancing user experience in environments where personal devices are impractical. It supports compliance and privacy through PIN-secured sessions and configurable timeout and notification settings, ensuring tailored, secure, and efficient multi-user usage.

    Enable multiple users to log into a ServiceNow mobile account from a single mobile device. This is beneficial in environments where devices are shared, as it offers secure and personalized access through user-configured PINs, eliminating the need for repetitive full authentications.

    The Multi-user login feature enables multiple users to securely access a single ServiceNow mobile account from the same shared device. After an initial login, each user configures a personal PIN for quick re-authentication, eliminating the need to repeatedly log out and back in with full credentials. This feature is especially valuable in environments where workers cannot carry personal devices. For example, in industries such as manufacturing, healthcare, and retail, where shared devices are the norm and quick account switching is essential.
    Note:
    For more information on how users interact with this feature, see Using a shared device with multiple users.

    Quick Access page with multiple users added

    Configuration requirements

    To enable multiple users to securely log into a single account on a ServiceNow app, the following mandatory considerations must be met:
    • The feature only works when a single account is configured on a mobile device. If the device has more than one account added, they need to be removed in order for the shared devices feature to work.
    • The mobile property SupportSharedDevice must be added and set to True.
    • The role mobile_shared_device_mode_enabler must be added to each user who needs to have the ability to change a device into one with a shared multi-user mode.
    The instructions for each of these configurations are listed in the topic Configure multiple users to use a shared device.
    Note:
    When using SSO login with a shared device, you must set the SingleLogoutRequest service URL. For more information, see Set the SingleLogoutRequest service URL.
    The following optional properties can also be used with this feature:
    • The mobile property EnablePushNotificationinSharedDeviceMode is not available by default when the device is in shared mode. This is to ensure that notification of privacy and session separation are maintained. There is an option to override this configuration. In this situation, only the active user receives notifications.
    • MaxUsersPerSharedDevice  which limits the number of users on a shared device. The default is 15. The maximum number of users allowed per device is 30.
    • PINIdleTimeout defines the length of time users are allowed to remain inactive before being required to reenter their PIN. For more information, see PIN timeout.
    The instructions for each of these configurations are listed in the topic Optional settings for multi-user configuration