Enrolling in the Password Reset application to reset your password

Release version: Zurich

Updated July 31, 2025

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Summary of Enrolling in the Password Reset application to reset your password

This guide explains the self-service process for resetting passwords using the Password Reset application, specifically for ServiceNow Zurich release customers. It outlines the typical user experience for password reset and describes how users can enroll in different verification methods to securely reset their passwords independently.

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Self-Service Password Reset Process

Start: Users begin at the Login page by clicking the "Forgot Password" link.
Identify: Provide identifying information such as username or email, often with CAPTCHA verification.
Verify: Confirm identity using configured methods like security questions, SMS codes, authenticator app codes, or email codes. Multiple verifications may be required depending on admin settings.
Reset: Upon successful verification, users receive a new password or complete the reset on the Reset page.

Enrollment in Password Reset Verification Methods

Organizations may auto-enroll users or allow users to enroll themselves in one or more verification methods. Enrollment is often available on mobile devices. Users can select any combination of the following to verify their identity when resetting passwords:

Authenticator App: Enroll on a familiar computer, install the app on devices, and authorize them. Verification uses time-based codes from the app.
SMS Code: Authorize a mobile device to receive SMS codes for verification during password reset.
Email Code: Authorize one or more email addresses to receive verification codes for password resets.
Security Questions: Select and answer personal questions during enrollment. Answers are securely stored and used to verify identity later.
Soft PIN: Enroll to use a Soft PIN as a verification method during password reset.

Additional Details

Dark theme is not applied by default to the Password Reset Enrollment form but can be changed by users.
Windows users may reset passwords directly from the Windows login screen if their organization uses the Password Reset Windows Application.

Practical Benefits for ServiceNow Customers

This functionality empowers end users to securely and conveniently reset their passwords without administrator intervention, improving security and reducing help desk workload. Multiple verification options provide flexibility to meet diverse user preferences and organizational security policies. Enrollment on mobile devices enhances accessibility and ease of use.

The self-service process is a typical process that you might follow to reset your password. Your experience might differ.

Example experience of the self-service process

On the Login page, click the Forgot Password link to start the process.
Figure 1. Login page
On the Identify page, enter your identifying information (generally your user name or email address). The example includes the CAPTCHA security feature.
Figure 2. Identify page
On the Verify page, verify your identity by providing your verification information. The admin configured the method of verification and can require multiple verifications. In the following example, the admin has configured the Security Questions verification. You must answer questions to prove your identity. (Earlier, while enrolling for the password reset process, you selected these questions and provided secure, private answers.) Other possible verifications require you to enter a code that was sent to a mobile device by SMS text, through the authenticator app, or by email.
Figure 3. Verify page
The system checks the credential store to verify your identity and then displays the new password on the Reset page.
Figure 4. Reset page

Enroll in the Password Reset program

Some organizations auto-enroll users in a Password Reset program. Your organization could offer end users the option to enroll for one or more methods of verifying your identity when resetting the password. End users can enroll for most Password Reset programs on a mobile device.

Note:

By default, the dark theme doesn't apply to the Password Reset Enrollment form. Users can change the theme to the dark theme. For more information about the dark theme, see Exploring themes in Next Experience.

End users might enroll for any combination of the following methods:

Verify your identity using an authenticator app

You enroll on a computer that you normally use to access the instance (you use an authenticator app to reset your password, but can’t use an authenticator to enroll for Password Reset Windows Application.). After you’ve enrolled, you install an authenticator app on one or more devices and then authorize the devices for authenticator verification.
Later, when you want to reset your password, read the authenticator code on your device and then enter the code on the web page to verify your identity.

Verify your identity using an SMS code (SMS verification)

To enroll, you authorize a mobile device for SMS verification.
Later, when you want to reset your password, you get a code on the device and enter the code on the web page to verify your identity.

Verify your identity using an emailed code

To enroll, you authorize one or more email addresses.
Later, when you want to reset your password, the system sends a code to the email address. You then enter the code on the web page to verify your identity.

Verify your identity using security questions verification

To enroll, you choose multiple questions that only you can answer (like the name of your first pet) and then supply answers. The system stores your answers securely.
Later, when you want to reset your password, the system presents one or more of the questions. You answer the questions to verify your identity.