Reset multi-factor authentication (MFA) for users

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 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: 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. In the user table, search for the user that you want to unblock.
    3. Set the Validate as false.
      Changing the value to false unblocks the user and lets them re-register MFA.
      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.