ServiceNow ID Multi-Factor Authentication (MFA) setup - Support and Troubleshooting

ServiceNow ID Multi-Factor Authentication (MFA) setup Summary To strengthen the security of your ServiceNow ID, you will be required to do Multi-Factor Authentication in order to access certain ServiceNow SSO-enabled applications like Now Learning (nowlearning.servicenow.com), Now Support Portal (support.servicenow.com), Partner Portal (partnerportal.service-now.com) and Services Portal (services.service-now.com).

Your email authentication is enabled by default and required to log in with the passcode sent to your email address for the first time. Once logged into the application portal/site, you can enable additional authentication mechanisms like SMS Authentication and Authenticator App (Time-based OTP) to perform MFA.

Navigate to the Manage Authentication Settings Page From Partner Portal Login to Partner Portal – https://partnerportal.service-now.com Click on the profile menu icon which is located in the top right corner of the home page From the profile menu dropdown, click on the "profile" tab Click on the "Configure MFA choices" link The system will open a new tab and redirect to the "Manage Authentication Settings page" in which additional MFA choices can be configured

From Now Support Portal Login to Now Support Portal – https://support.servicenow.com Navigate to the profile menu by clicking on your name at the top right corner of the home page and then select the "My profile" link.

From the profile page, click on "Multi-factor authentication".

The system will open a new tab and redirect to the "Manage Authentication Settings page" in which additional MFA choices can be configured. From Now Learning Portal Login to Now Learning Portal – https://nowlearning.service-now.com Click on the profile menu icon which is located on the top right corner of the home page and then select "Profile"

On the profile page, expand the "My Preferences" tab and click on "Manage Security Preferences"

The system will open a new tab and redirect to the "Manage Authentication Settings page" in which additional MFA choices can be configured.

From Servicenow.com site Login to https://www.servicenow.com Click on the profile icon which is located on the top right corner of the home page. Click on "Manage Profile". On the profile page, click on "Edit Profile". On the edit profile page, click on the "Manage Authentication Settings" link.

The system will open a new tab and redirect to the "Manage Authentication Settings page" in which additional MFA choices can be configured.

SMS Authentication Setup If you do not have a smartphone, you can set up this Authentication to have your OTP codes sent to your mobile phone by SMS.

Click 'Set up' on the SMS Authentication tile

Select Country and Enter the Phone number on which you would like to receive codes

Click 'Send me the Code' to get a verification code

Enter the verification code sent to your phone number and click on 'Verify'. In case you didn't receive the code or it is expired, click on 'Resend' to get a new code. Note - If you lose your phone or get a new phone number, click 'Disable' on the SMS Authentication tile to remove this option. Once it is disabled, you can click 'Setup' again to link SMS Authentication with your new phone number.

Authenticator App Setup This authentication factor requires you to install an authenticator app on your mobile device that supports time-based, one-time passcodes (also known as TOTP or OTP). It doesn't require an internet connection or phone service and is more secure than SMS due to being offline and local to your device.

Download the authenticator app of your choice and install it on your mobile device. Please skip this step if you already have an authenticator app.

If you are using Google Authenticator App, Launch the app and tap the '+' icon. Choose to Scan a barcode. Once the barcode is scanned successfully, the passcode generator screen appears and generates passcodes to use. You have 30 seconds to enter the passcode before it generates a new one. Enter the passcode that is displayed on your authenticator app and click the 'Verify' button to finish the setup.

Related Links ServiceNow ID MFA FAQs What is Multi-Factor Authentication and why do I need it? Multi-factor Authentication (MFA) adds another layer of security by verifying your account with a unique one-time use code that is generated during sign-in process. By default, this unique one-time code is sent to your email address associated with ServiceNow ID. However, additional factors like SMS Authentication and Authenticator App can be set up after login to the application.

Can I turn MFA off on my ServiceNow ID account? No, for your account security MFA cannot be disabled. However, MFA is required only while accessing certain applications like Now Learning, Partner Portal, and Services Portal.

How often am I required to do an MFA? You will be required to do MFA every time you log in to a site that requires additional authentication unless you check the box "Don't challenge for MFA on this browser for the next 24hrs" to postpone the next verification for 24 hrs. Once you complete the sign-in process, you are not required to further MFA in the same session while accessing other ServiceNow SSO-enabled applications.

What if I no longer have access to the email address I used to create my account? Even if you no longer have access to the email address you used to create your account, you can still log in as long as you have enrolled for alternate authentication options like SMS OTP or Authenticator App for MFA. Follow the below steps, to report an issue with MFA in case you haven't set up alternate authentication options and are stuck at additional Email OTP authentication.

Sign in to your ServiceNow ID account, using the Email address and Password you used when creating your account. If you don't remember your password, please contact the SSO Support Team by using the chatbot option at the bottom of the login page.

On the "Additional Email Authentication required" screen, click on "Having an issue with Additional Authentication".

Complete the form with the issue details and submit a request. Once the request is submitted, the SSO Support team will reach out to you shortly and advise on the next steps.

How do I change my email address associated with ServiceNow ID? Navigate to servicenow.com and log in with ServiceNow SSO ID Navigate to Access Manage Profile (Person Icon on the top right corner of home page) > Edit Profile > Update Email Complete the steps as directed by the system. I n case you don't have access to your current email address and password, contact the SSO Support Team by using the chatbot option at the bottom of the login page.

I lost my MFA-enrolled device. How do I get back on my new device? You need to disable the Authenticator app from "Manage Security Settings" and set it up again with your new device. Please refer to the section Authenticator App Setup to set up your authenticator app again.

I am not receiving SMS codes to log in Sometimes it might take a few minutes to get the code delivered due to network coverage issues. Please try to click on resend code again to get a new code.

If resend code option also doesn't work, please click 'Change Multifactor Authentication Option' to select an alternate verification option.

For additional assistance contact the SSO Support Team by using the chatbot option at the bottom of the login page.

I am not receiving Email codes to log in Sometimes it might take a few minutes to get the code delivered. In case resend code option also doesn't work, please click 'Change Multifactor Authentication Option' to select an alternate verification option. Please note that this link will be displayed only when you have set up additional MFA options on your account.

For additional assistance please contact ssosupport@servicenow.com .

Passcode generated from my authenticator app doesn't work This can happen if the device time is out of sync with the server time. Please verify to make sure your device date & time settings are set to sync automatically.

For iOS Navigate to Settings > General > Date and Time Select Set Automatically so this is on For Android Navigate to Settings > Date & Time Select Automatic so this is on If the issue still persists, disable the Authenticator app from 'Manage Security Settings' and setup again on your device .

For additional assistance please contact ssosupport@servicenow.com .

What if I do not have a smart phone while logging in? Once the additional Multi Factor Authentication options are enabled, you will be able to use any of these options for MFA during login process. Click on "Change Multifactor Authentication Option" to use different factor on "Additional Authentication required" page during sign in.

Why is there no option to disable Email OTP? This is to ensure that your account has at least one form of Multi Factor Authentication which is required to login into certain ServiceNow portals and this is always the same as the email address associated with your ServiceNow ID. Also, since this is managed by the system, you will have continued access to your account even if your ServiceNow ID email address is changed.