Reset Multi-factor Authentication (MFA) for users

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Administrators can reset MFA for users who deleted the app, lost access to the device, or have no alternative MFA associated with their device.

    Before you begin

    Role required: adaptive_auth_admin

    The following procedure describes how a ServiceNow® administrator can reset the MFA validation to unblock users and enable them to re-register MFA.

    Procedure

    1. Navigate to All > Multi-factor Authentication > User Multi-factor Setup.
    2. Search for the user that you want to unblock.
    3. Set the Validate to false.
    4. Navigate to All > Multi-factor Authentication > Web Authentication > User Public Credentials (sys_user_public_credential.
    5. Search for the user that you want to unblock.
    6. Delete all the records for this user.
    7. Navigate to All > Multi-factor Authentication > User Recent Used Factors.
    8. Search for the same user.
    9. Delete all the records for this user.

    Result

    When the unblocked user enters the credentials and logs in, the Enable multi-factor authentication (MFA) page is displayed. The user can follow the steps on the page to re-register MFA.