Configure Soft PIN

  • Release version: Australia
  • Updated March 12, 2026
  • 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 true. To know more, see Availability in Soft PIN authentication.
    • The user record must exist in the sys_user table.

    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
        Soft PIN on the Service Portal
      • Platform UI: Go to your User Profile and select Enroll Soft PIN under Related Links.
        Figure 2. Soft PIN on Platform UI
        Soft PIN on the Platform UI
      • Navigation menu: Select All > Authentication Factors > Soft PIN > Enroll.
        Figure 3. Soft PIN on Navigation menu
        Soft PIN on the Navigation menu
    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
      Figure 4. Soft PIN Enrollment
      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.