---
sourceDocument: Australia Platform security
sourceDocumentLink: https://www.servicenow.com/docs/r/platform-security

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Platform security

ft:clusterId :

    - psec

bundleId :

    - psec

workflow :

    - Platform


---

# Configure Soft PIN

# Configure Soft PIN {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Users are required to configure Soft PIN before it can be used for authentication with ServiceNow AI Platform.

## Before you begin

Role required: none

Perform the following:

* Administrator must enable Soft PIN on the instance before you can enroll.
* Install Now Assist for Platform `sn_genai_platform` for activating AI voice agents and set `glide.auth_factors.softpin.enrollment.enabled` property to <kbd class="ph userinput">true</kbd>. To know more, see [Availability in Soft PIN authentication](https://www.servicenow.com/docs/WkMgQWeorJIv1AKUB6bkLg#softpin-authentication__softpin-authentication-availability).
* The user record must exist in the <kbd class="ph userinput">sys_user</kbd> table.
{#configure-soft-pin__ul_nvv_rzn_mjc}

## Procedure

1. Navigate to the Soft PIN enrollment page using any of the following:  
   * Service Portal: Go to your User Profile and select Enroll Soft PIN.Figure 1. Soft PIN on Service Portal
   * Platform UI: Go to your User Profile and select Enroll Soft PIN under Related Links.Figure 2. Soft PIN on Platform UI
   * Navigation menu: Select AllAuthentication FactorsSoft PINEnroll.Figure 3. Soft PIN on Navigation menu
   {#configure-soft-pin__ul_s4c_jwx_33c}
2. Specify a six-digit PIN that satisfies the enrollment rules:  
   Rules for Soft PIN:
   * The PIN must be exactly six digits in length
   * No single digit must be repeated more than twice consecutively
   * Don't use ascending or descending numeric sequences longer than two digits
   * Can't reuse any of your previous five PINs

   {#configure-soft-pin__ul_l1m_hg4_hhc} Figure 4. Soft PIN Enrollment
3. Select Submit.

## Result

You can use the submitted Soft PIN to authenticate various ServiceNow system or service. For example, AI voice service.  
Note:  
Users are eligible for Soft PIN enrollment only if their user ID is present in sys_user table. If its missing, an enrollment failure message is displayed.

Update your Soft PIN
:   To change your PIN, return to the enrollment page from any of the entry points before and enter a new PIN. The new PIN must satisfy the same rules and can't match any of your previous five PINs. Submitting a new PIN
    replaces the existing one immediately.
**Related concepts**   

* [Soft PIN authentication](https://www.servicenow.com/docs/WkMgQWeorJIv1AKUB6bkLg "Soft PIN is a six-digit numeric PIN that verifies a caller's identity during an AI voice agent session.")
* [Authentication factors](https://www.servicenow.com/docs/CeCg3lmZ4irNKVJLd85KFA "Authentication factors help identify and verify callers, allowing only authorized users to access AI voice agents on the ServiceNow AI Platform.")

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