Resetting your Now Support user password

All Now Support portal users, including customers, and partners, can reset their own password from the login screen. All sessions expire after a period of inactivity as described below, after which users need to log back in to continue. In case of Regulated Market environments, these do not support SSO, and use local credentials.

Resetting your password from the login screen

1. Navigate to the Regulated Now Support Portal.
2. Click Log In.
3. Click Forgot Your Password?
   
   
   
   
4. Enter your email address.
5. Click Send Link.
   
   
   
   
6. Password reset instructions are sent to the email address you specified.
7. Click the link in the email.
8. Set a new password.

Resetting your expired password

If you receive an email message stating that your Now Support password has expired, follow the steps in the above section "Resetting your password from the login screen".

Resetting your password from within Now Support

If you can log in but need to reset your password, use the Change Password option.

1. Navigate to Regulated Now Support Portal.
2. Click Log In.
3. Make sure you are in the Now Support Portal view and not the Advanced view.
   
   • Check the user menu that opens when clicking on your user name (and photo, if you have uploaded one) in the upper right corner.
     
     1. If you have the option to Switch to Legacy - you are fine, please continue with the next step.
     2. If you have the option to Switch to Now Support Portal - you are in Advanced view and need to click on your user name in the upper right corner, select Switch to Now Support Portal, and then continue with the next step.
4. Navigate to My Profile by clicking the user name in the upper right corner and selecting the menu option.
5. Select Update Password.
   
   
   
   
6. Enter your Current Password.
7. Type a New Password.
8. Type the new password into the Confirm New Password field.
9. Click Submit.
   
   

Now Support automatic session timeout

All Now Support sessions expire after a specific period of inactivity:

• For Federal ServiceNow customers, sessions expire after 15 minutes of inactivity

When a session expires, users are required to log back in to continue.

Some examples of activities are:

• Loading the incident form
• Any activity that accesses the database, such as updating or saving data
• Going to the homepage
• Moving from field-to-field may constitute an activity depending on the field (for example, if you try to view information on a reference field)

Unlocking your account

If you receive an error message that your account has been locked out, contact your Customer Administrator to unlock the account. If you do not know who your administrator is, or are unable to contact them, please call the ServiceNow Technical Support Line and an Engineer will assist you in unlocking your account.

Deactivation after non-use

If a Now Support user does not log in to the Regulated Now Support portal for the following number of days, their account is automatically locked or deactivated:

• Locked: 30 days
• Deactivated: 60 days

If your account has been automatically deactivated, contact your Customer Administrator and ask that your account be activated again. 

Resetting an expired password

If you receive an email message stating that your password has expired, follow the steps in the "Resetting your password from the login screen" section above.