General Guidelines for multiple users using a shared device

  • Release version: Australia
  • Updated April 30, 2026
  • 2 minutes to read
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    Summary of General Guidelines for multiple users using a shared device

    These guidelines assist ServiceNow customers in configuring and managing mobile devices used by multiple users in shared mode. The shared device feature enhances usability for environments where several users access the same device, but it requires specific setup considerations and has important limitations.

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    Key Features

    • Single Account Requirement: Shared device mode supports only one account per device. Users must remove any other accounts from the device to enable this mode.
    • Role Assignment: The mobileshareddevicemodeenabler role must be assigned to users authorized to activate shared device mode on a device.
    • Enabling Shared Device Option: The device sharing option appears in Settings only when the SupportSharedDevice property is set to True, and the user has the enabler role.
    • Compatibility Restrictions: Shared device mode is incompatible with the pre-login (branded landing page) feature; both cannot be active simultaneously.
    • Property Synchronization: Changes to key properties like PINIdleTimeout, SupportSharedDevice, and MaxUsersPerSharedDevice are synchronized to devices during user PIN entry, logins, user additions, or pull-to-refresh actions.
    • Push Notifications: Disabled by default in shared mode to protect privacy since notifications may be visible to other users. If enabled, be cautious of potential privacy risks.
    • Deep Linking Limitations: Deep links navigating to other accounts are blocked, with users receiving messages that such links cannot be opened in shared mode.
    • MAM App Configuration: Changes to SNDefaultInstanceURL or SNDefaultInstanceName do not apply once the app is in shared device mode. Also, only the policies of the first authenticated user apply in MAM/MDM scenarios.
    • SSO Requirements: When using Single Sign-On (SSO) with shared devices, configure the SingleLogoutRequest service URL to ensure proper session management.
    • Reverting Shared Mode: To exit shared device mode, the application must be uninstalled and reinstalled.

    Unavailable Features in Shared Mode

    • Mobile impersonation
    • Biometric login
    • Location tracking
    • Offline mode

    Practical Considerations for ServiceNow Customers

    When deploying shared device mode, ensure devices are configured with a single account and the appropriate role assignments. Understand that some features are disabled or limited to preserve security and privacy in multi-user environments. Be aware of incompatibilities with pre-login screens and deep linking. Push notification settings require careful management to avoid exposing user information. For MAM/MDM-managed devices, policy application is limited to the first authenticated user, and property changes may not take effect after enabling shared mode. Lastly, plan for the need to reinstall the app if switching back to a single-user mode.

    When configuring the setup for multiple users using a shared device, keep these general guidelines in mind for usability and a good user experience.

    Single account requirement
    This feature only works on a single account. If there is more than one account on the device, the user must remove all other accounts they are not working with from the device.
    Assigning shared device enabler mode
    The mobile_shared_device_mode_enabler role is available from the base system, however, it must be applied to selected users who can turn a device into a shared device.
    Enabling the shared device option
    The Device sharing option in the Settings screen only displays if you add the mobile property SupportSharedDevice and set it to True. In addition, the user must be allocated the mobile_shared_device_mode_enabler role.
    Pre-loginand device sharing compatibility
    The shared device and pre-login (branded landing page) features are designed for different personas and cannot work in parallel. If the pre-login feature is configured, the device sharing option is hidden. For more information, see Branded landing page for a single instance.

    If the pre-login feature is configured on an instance after a device is already in shared mode, existing shared devices are not impacted. However, any new devices connecting to that instance cannot be used in shared mode.

    Syncing property changes to shared devices
    The changes to following properties PINIdleTimeout, SupportSharedDevice, and MaxUsersPerSharedDevice  on the server are updated on the device account when one of the following actions occur:
    • An active user entered their PIN.
    • An inactive user on the device logs back in.
    • A new user is added.
    • A pull-to-refresh has taken place while a user is logged in.
    Push notifications
    Push notifications are disabled by default in shared device mode. When enabling push notifications on a shared device, be aware that other users on the device may be able to see each others notifications. Depending on the context of use, this could raise privacy or security concerns.
    Updating push notification properties
    The property EnablePushNotificationinSharedDeviceMode on an instance is updated on the device account when one of the following actions occur:
    • The app is restarted with an active user who has a valid login session.
    • An inactive user on the device logs back in.
    • A new user is added.
    Deep linking
    Deep links that navigate the user to another account do not work, as you can only use a single account on a shared device. If the user taps such a link to be navigated to another account, they receive a message stating that the link cannot be opened on a shared device.
    MAM app configuration
    Changes to either the SNDefaultInstanceURL or SNDefaultInstanceName properties in the MAM app configuration will not take effect once the application is converted to shared device mode. For more information, see AppConfig for Mobile Apps.
    Note:
    When using MAM/MDM with the multi-user feature, only the policies of the user who first authenticates into MAM/MDM are applied, even after the app is converted to shared mode.
    SSO and shared devices
    When using SSO login with a shared device, you must set the SingleLogoutRequest service URL. For more information, see Set the SingleLogoutRequest service URL.
    Reverting to non-shared mode
    To revert an app that is in shared mode back to non-shared mode, you must uninstall and reinstall the app.
    Unavailable features in shared mode
    The following features are not available in shared mode:
    • Mobile impersonation
    • Biometric login
    • Location tracking
    • The ability to work in offline mode