Using Multi-factor authentication

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using Multi-factor Authentication

    Multi-factor authentication (MFA) enhances security by requiring an additional verification step when accessing your ServiceNow instance. Supported authenticator applications must utilize Time-based One-time Passwords (TOTP), including Google Authenticator, Microsoft Authenticator, LastPass Authenticator, Authy, FreeOTP, Duo, and Okta Verify.

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    Key Features

    • Authenticator Apps: After entering your credentials, you will need to validate your identity using an authenticator app. If MFA is enabled, you'll be guided to set up an app if not already configured.
    • Biometric Authenticators: If permitted by your administrator, you can set up biometric methods such as fingerprint or facial recognition as an additional authentication method.
    • Hardware Key Authenticators: Physical security devices can also be registered for authentication, enhancing security further.
    • SMS and Email OTP: You can register a mobile number or email address to receive one-time passwords (OTP) for verification during login. The OTP is valid for 5 minutes and can be resent if necessary.

    Key Outcomes

    Implementing MFA allows for a more secure login process, protecting your ServiceNow instance against unauthorized access. By utilizing various authentication methods, you can choose the level of security that best fits your needs, ensuring compliance and safeguarding sensitive data.

    Learn how to use multi-factor authentication tools to securely access your instance.

    Login with MFA

    ServiceNow requires authenticator applications that support Time-based One-time Passwords (TOTP). ServiceNow tests MFA with the following authenticators:

    • Google Authenticator
    • Microsoft Authenticator
    • LastPass Authenticator
    • Authy
    • FreeOTP
    • Duo
    • Okta Verify
    Note:
    • Other authenticators not listed might also be compatible, but are not tested by ServiceNow.
    • For information related to browser specific behavior change, see this KB article.

    Register an authentication app

    Authenticator App
    You can use authenticator apps to use a second factor of authentication.

    If your administrator has enabled multi-factor authentication (MFA) on your instance, you are prompted for a second authentication after entering your user name and password. For details on the MFA login process, see Log in with Multi-factor Authentication.
    Validation with Authenticator app
    Enter the code displayed on your authenticator app to login.
    If you haven't configured a second form of authentication, you will see a configuration page after logging in to guide you through the process of setting up an authentication app. For details on this setup, see Set up Multi-factor authentication for the first time.
    Authenticator

    Register an authentication device

    After you've configured an authentication app, you can register other methods for authentication.
    Biometric authenticators
    You can use biometric authenticators like fingerprint or facial recognition as your second MFA authentication. If your administrator allows this option, you can configure biometric authenticators using the steps in Register a biometric authenticator.
    Biometrics icon
    Hardware key authenticators
    Hardware keys are physical security devices you can use for authentication. You can register a hardware device for use with your instance using the steps in Register a hardware security key.
    Hardware key icon
    Validation with Biometric or Hardware Key
    Use the biometric or hardware key to login.
    		 Use the Biometric or Security Key to login.
    MFA - Biometric or Hardware

    Register a phone number for OTP

    SMS
    Use SMS based OTP to require users who attempt to login.

    When users attempt to login to ServiceNow, SMS OTP is sent to the mobile number associated with the sys_user record. Users can enter the six-digit verification code that it sent to the mobile device and verify their identity.


    SMS.
    Validation with SMS
    Use the validation with SMS to login based on the OTP generated.
    		 You need to enter the 6-digit code sent to the mobile number to login. The code sent is valid for the next 5 minutes. You can use resend code to again send the code.

    Register an Email address for OTP

    Email address
    Use Email based OTP to require users who attempt to login.

    When users attempt to login to ServiceNow, Email OTP is sent to the email address associated to the user. User's can enter the six-digit verification code that it sent to the mobile device and verify their identity.


    Email.
    Validation with Email
    Use the validation with Email to login based on the OTP generated.
    		 You need to enter the 6-digit code sent to the email address to login. The code sent is valid for the next 5 minutes. You can use resend code to again send the code.
    MFA-Email.