How to resolve Now Support login issues - Support and Troubleshooting

How to resolve Now Support login issues .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } }  Learn how to resolve Now Support login issues including password resets, account access, ServiceNow ID setup, and multi-factor authentication. Find solutions for locked accounts, missing credentials, and email address problems. Customer admins can also learn how to manage user accounts and unlock users.

In this article Account issues all users Admin account management All user account issues How do I log in to Now Support?

You can log in to Now Support if ServiceNow or your customer admin grants you access to the site. If you have access, log in using your ServiceNow ID with the appropriate email address.

How do I know if I have a ServiceNow ID?

If you have logged into a ServiceNow site such as Now Community or Now Learning, you have a ServiceNow ID. However, to log in to Now Support, the ServiceNow ID email address needs to match the email address of your Now Support account.

What if I don't have a ServiceNow ID?

You can create one or you can log in using the one-time legacy log in option on the Now Support sign on screen (see the following image). Select Log in once using your legacy Now Support credentials , and then enter your existing Now Support user name and password. Once you use this option, a ServiceNow ID is created for you for future use.

I forgot or need to reset my ServiceNow ID password.

If you have forgotten your password or want to reset your password, select Forgot your password to have a reset password link emailed to you.

I didn't receive an email to reset my ServiceNow ID password.

If you requested a password reset using a valid ServiceNow ID, an email should arrive within two to five minutes. If you do not receive it within that time frame, check your junk or spam folder.

What is my Now Support username?

Your user name is usually your company email address, as specified by your customer admin.

ServiceNow employees use their user name (for example, john.smith) and not their email address to access Now Support.

My email address is incorrect.

To update your email address, contact your customer admin .

What if I don't have a Now Support account?

To request a Now Support account, contact your customer admin .

Why is my Now Support account locked and how do I unlock it?

You can get locked out of your account if you incorrectly enter your credentials too many times.

You account automatically unlocks in 30 minutes. If you need your account unlocked immediately, contact your customer admin.

How do I find out who my customer admin is? Your customer admin is listed on your Now Support profile page. For more information, see How to identify your customer admin .

Why does Now Support have multi-factor authentication?

ServiceNow implemented multi-factor authentication (MFA) to Now Support user accounts to enhance security. For more information, see Multi-factor authentication (MFA) implementation

Customer admin account management How do I add new users to Now Support?

As an admin, to create new users, go to Manage Accounts .

Before creating a new user, in the user list, filter the Active column for inactive users in case the user you need already exists. If so, change their status to Active to avoid creating a duplicate record.

What do I do if an employee is no longer employed at our company? As a ServiceNow customer admin , you can deactivate a user who is no longer employed at your company. You cannot delete users, but you can change their status.

ServiceNow keeps all users in the Now Support administration database with either an active or inactive status. This approach allows you to retain the user information on cases, problems, and changes.

For details on deactivating a user on Now Support, see Creating and managing Now Support (HI) users, granting and revoking access, editing user roles .

What if I am the Customer Administrator and I am locked out? As a customer admin, if you are locked out of your account, you can as a fellow customer admin to unlock your account. If you are the sole admin or the only one available, contact ServiceNow technical support .

How can I get assistance if I am completely stuck? If you are still having trouble or need help with any of the steps listed above, contact ServiceNow technical support .