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Downloading and Setting up the Authenticator Application for First-Time Users to Now Support

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With Multi-Factor Authentication enabled on a Now Support Account, you would require an additional 6-digit verification code for a successful login to Now Support. 

This can be generated by an authenticator app (e.g., Google Authenticator, Authy, or any app that supports the Time-based One Time Password (TOTP) algorithm).

When logging into Now Support after Multi-Factor Authentication (MFA) has been enabled, you should see the following page to set up an Authenticator.

1. Open Now Support.
2. Select Sign In in the upper-right of the screen.
3. Enter your Now Support UserID and password.
   
   • If you don't remember your password, select Forgot Password and follow the instructions.
4. After successful login with your ID and password, you are prompted by the following screen (first-time users only).
   
   • After you have successfully set up an authenticator application, you should see a screen to enter the MFA code.

Note If you have issues enabling multi-factor authentication, select Bypass Setup. This allows you to log into Now Support three times before MFA is required. If you do not see Bypass Setup in the following screen, it means that you have already used up your allowance of three courtesy logins to Now Support without using MFA. At this point you must set up an Authenticator and generate a code for a successful login to Now Support.

1. Download and install an Authenticator application that supports TOTP (Time-based One Time Password) algorithm.
   
   • A few popular authenticators are Google Authenticator, Authy, Authenticator, and Microsoft Authenticator.
     These applications are available in Android and iOS app stores.
   • If you do not own a smartphone, you can install Authy on your Windows or iOS installed computer (or laptop).
2. On the mobile device, open the Authenticator application.
3. Select Manual Entry or scan the QR code.
4. After you scan the QR Code, the authenticator app displays a 6-digit verification code.
5. Enter the 6-digit verification code on your mobile device into the text box (Step # 3 of your MFA Setup screen as shown above).
6. Click Pair Device and Login.
7. You are successfully logged in to Now Support.

• The verification code generated on the authenticator application automatically refreshes every 30 seconds.

Now you have successfully set up an Authenticator app (mobile or standalone desktop or laptop).

Follow the next steps to log in to Now Support by using the 6-digit verification code generated.

Logging into Now Support with Multi-Factor Authentication

After an Authenticator application has been configured, copy the verification code when logging into Now Support.

• Open Now Support.
• Select Sign In in the upper-right of the screen.
• Enter your Now Support UserID and password.
  
  • If you don't remember your password, select Forgot Password and follow the instructions.
• Successful log in with your Now Support User ID and password should take you to next screen to enter the MFA code.
• Open the Authenticator application (mobile or standalone desktop or laptop).
• Type the 6-digit verification code displayed on the Authenticator application on the screen displayed in your browser.
• Select Login.
  
  
  
  
• Alternatively, request a verification to be sent via email by selecting Click here to receive a one time code via email" (in the blue banner as displayed in the following screenshot).
• You should receive the verification code to your email address.
  
  • The verification code is sent to the email ID mentioned in your Now Support profile.
  • To update or correct the email ID, reach out to your company's ServiceNow administrator (with the customer_admin role on Now Support).
• The verification code that you received via email is valid for 10 minutes.

Note: The system time on your computer must be in the same time zone as the time on your mobile device in order for the code to work.

Reset Multi-Factor Authentication (MFA) or Pair a New Device

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If you lose your phone or change your device, you can log in to Now Support using the option Receive one-time code via email.

You can also use this option to pair a new device. 

Note: You can select multiple authenticators on multiple devices at the same time. All authenticators should generate the same one-time verification code.

 

 

1. Open Now Support. 
2. Select Sign In in the upper-right of the screen.
3. Enter your Now Support UserID and password.
   
   • If you don't remember your password, select Forgot Password and follow the instructions.
4. Successful login with your Now Support User ID and password should take you to next screen to enter MFA code.
5. Select the link to receive a one-time code via email.
6. Select the option Click here to receive a one time code via email (in the blue banner as displayed in below screenshot).
   

• You should receive the verification code to your email address
  
  • Verification code is sent to the email ID mentioned in your Now Support profile.
  • To update or correct the email ID, you need to reach out to the Technical Support (ITCE Administration).

After receiving the code, enter the 6-digit code into the 2-Factor Authentication text box.

1. Select Login.
   You are logged in to Now Support View.
2. Click your name (upper-right of the screen).
3. Select My Profile.

Your details will display.

4. Select Multi-factor Authentication.

         5. Open the Authenticator on your phone (or on your computer).

6. Manually enter the 6-digit verification code on your mobile device

• Alternatively, tap Scan Barcode and point your camera at the QR code on your computer screen.

8. Click Pair Device and Login.

The new device is now paired and refreshes every 30 seconds.

Frequently asked questions

Q. What if I do not own a smartphone?

A. Using a smartphone is the recommended way to use MFA on Now Support. If you do not own a smartphone, you may want to look for a desktop application like Authy for the same.

Note: After you have installed the app, ensure that the Multi-Device option is selected from the Devices section in the app.

Q. What if I do not have a smartphone while logging in?

A. After the initial pairing, if you forget your smartphone or do not have a smartphone available, you can email yourself a code to log in.

Q. Can I enter the code and my password in one login screen instead of two different screens?

A. Yes. After initial setup, you can enter your password followed by the 6-digit code in the first login screen to log in.

Q. What if I need to change devices and need to re-pair or re-enter the code into a different mobile device?

A. You can browse to your user profile on Now Support by typing My Profile on the navigation search bar and clicking multi-factor authentication to get access to the code to re-enter and pair your device.

Q. What should I do if my Authenticator codes are not working on my laptop?

A. Update the preference on your laptop to set the time automatically in order to generate the correct code.  If the time on your laptop is set manually, it could be more than a few minutes, which cause the codes to fail.

On the next screen, the app confirms that the time has been synced and you should now be able to use your verification codes to sign in. The sync only affects the internal time of your Authenticator app and does not change the Date & Time settings on your device.

Q. Can I turn MFA off?

A. No, MFA is a mandatory security requirement for all customer accounts in Now Support.

For help or questions with MFA for Now Support, please contact your ServiceNow administrator or ServiceNow Customer Support.