Using a shared device with multiple users

  • Release version: Australia
  • Updated April 29, 2026
  • 2 minutes to read
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    Summary of Using a shared device with multiple users

    This feature allows multiple users to securely share a single device while maintaining personalized ServiceNow mobile app experiences. Each user accesses their account using a unique six-digit PIN, ensuring secure and individualized access on the shared device. To use this functionality, your administrator must enable the feature, and you can verify availability in the Settings menu under Device sharing.

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    Setup and Usage Process

    • Activating Shared Device Mode: Navigate to Settings > Device sharing and select Activate shared device mode. If multiple ServiceNow accounts are linked, you must remove all but one account before proceeding.
    • Managing Accounts: Remove unnecessary accounts by logging out or removing them from the Accounts list in Settings to ensure only a single account remains on the device.
    • Adding Users: Use the Quick Access page to add users. If the device user capacity is reached, the system allows removal of the least active user to free a slot—administrators should be consulted before removal.
    • Login and PIN Setup: Each user logs in with username and password, then sets a unique six-digit PIN for future PIN-based authentication. PIN confirmation is required when setting or resetting.
    • Switching Users: Users can exit their account using the exit account button, which takes them to Quick Access. Here, other users select their account and authenticate using their PIN to access the app.

    Key Benefits for ServiceNow Customers

    • Secure Multi-User Access: Enables safe, personalized access for multiple users on a single device without compromising credentials.
    • User Convenience: Simplifies switching between users through PIN authentication, avoiding repeated full credential logins.
    • Device Sharing Efficiency: Optimizes device usage in environments where multiple users need access, such as field teams or shared workstations.
    • Administrative Control: Administrators maintain oversight by enabling the feature and managing user limits, ensuring compliance and security.

    Use a single device between multiple users to have a secure and personalized experience, where each user accesses their account through a unique PIN.

    Note:
    • This feature must be enabled by your administrator. To check if it is available to you, go to Settings and look for Device sharing in the menu.
    • For the admin configuration topics of this feature, see Enable multiple users to work on a shared device.

    Shared device flow

    This table shows the end-to-end flow of the shared device feature, covering both the initial setup experience and subsequent use by returning users.

    Instructions and processes Visual display
    In the Settings page, select the Device sharing option. Settings page with Device sharing option
    The Device sharing page gives details of how shared mode operates. Select the Activate shared device mode button to enable the feature. Activate shared mode button in the Device sharing page

    You may see the following message if the mobile app is linked to more than one ServiceNow account. Since the shared device mode only works only with a single account on a device, you must remove the additional accounts from the app.

    To remove additional accounts:
    1. Click OK on the message.
    2. Select Settings to go back to the Settings page.
    3. Select Accounts.
    4. If the account you want to remove is logged in, swipe on the account and select Log out.
    5. For accounts you want to remove, do the following:
      1. Swipe on the account name, select Edit and then Remove from list.
      2. Select Remove in the confirmation message.
        Note:
        Repeat steps (a) and (b) for each account you do not need for the shared mode.
      3. Close the Accounts page.
    6. Return to the Settings page, select Device sharing from the menu and select Activate shared device mode.
    		 Pop-up stating that multiple accounts have been detected
    In the Quick Access page select Add your account. The bottom of the Quick Access page displays the account name and that the device is in the shared device mode.
    If the maximum number of users has been reached and you try to add yourself to the shared device, you are given the option to remove an existing user who is the least active from the list. This frees up a slot, allowing you to login yourself on the shared device.
    Note:
    Before removing another user, it is advisable to check with your administrator first.
    		 Add your account button in the Quick Access page
    In the log in page, enter your Username and Password, and then select Log in. Main ServiceNow login page
    After you pass the login page, you need to set a six digit PIN. This is the PIN number you use each time you log into this specific application and account on this device. Set quick access PIN for a shared user
    When logging in for the first time, you need to reenter your PIN for confirmation purposes. You will also see this confirmation when resetting a PIN. Confirmation of quick access PIN for a shared user
    At the end of the authentication process, you are logged into the ServiceNow mobile app as a regular user. In the header is the exit account buttonExit account button.
    Tap the button to open the Quick Access page.
    Note:
    To return to the app, you need to tap on your user in the Quick Access page and enter your PIN.
    		 Home page with exit account button.
    The Quick Access page displays all the users who are added to this device. The user displayed at the top is the active user.
    On this page you can do the following:
    • Select the Add user button Add user button to add any additional users to this device.
      Note:
      There may be a limit to the number of users you can add to a device.
    • Select a user for them to log into the device via the PIN authentication process.
    		 Quick Access page containing multiple users