Now Support (HI) Login Issues - Frequently Asked Questions - Support and Troubleshooting

Now Support (HI) Login Issues - Frequently Asked Questions  This article is for ServiceNow customers, partners, and employees to troubleshoot any issues surrounding logging into Now Support (HI).

All Users Account Issues How do I log into Now Support? You can log into Now Support if ServiceNow or your customer admin granted you access to the site. If you have access, you will 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 into Now Support, the ServiceNow ID email address needs to match the email address of your Now Support account. Learn more about ServiceNow ID here: ServiceNow ID for Now Support - Frequently Asked Questions

What if I don't have a ServiceNow ID? You can create one here, or you can log in via the One-Time Legacy Login option on the Now Support sign on screen. Click "Log in once using your legacy Now Support credentials" and enter your existing Now Support username and password. You can use this option once, and it will create a ServiceNow ID for you if you don't already have one.

I forgot or need to reset my ServiceNow ID password. If you have forgotten your password or want to reset your password, click Forgot your password and we will email you a reset password link.

I didn’t receive an email to reset my ServiceNow ID password. If you entered the email for a valid ServiceNow ID, you will receive an email in 2-5 minutes. Please check your spam folder if you do not receive the email in that time frame.

What is my Now Support username? Your username is usually your company email address, as specified by your Customer Admininistrator.

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

My email address is incorrect. To update your email address, please contact your Customer Administrator .

What if I don’t have a Now Support account? To request a Now Support account, please contact your Customer Administrator .

Why is my Now Support account locked? You have entered your credentials incorrectly too many times in a row.

How do I unlock my Now Support account? If you have incorrectly entered your credentials too many times, you will be locked out.

In 30 minutes your account will automatically be unlocked. If you need to be unlocked immediately, contact your Customer Administrator to ask them to unlock your account.

How do I find out who my Customer Administrator is? You can see who your Administrators on your Now Support Profile page. See: Identifying your customer administrator for more information.

Multifactor Authentication Why does Now Support have Multifactor Authentication? We added Multifactor Authentication (MFA) to Now Support user accounts to enhance security.

Where can I learn more about Multifactor Authentication (MFA)? Please see ServiceNow ID Multi-Factor Authentication (MFA) Setup

Now Support (HI) Customer Admin Account Management How can I add new users to Now Support? As an Admin, you can navigate to the Manage Accounts area to create new users.

Before creating a new user, filter the Active column in the user list for inactive users. If the user you need to create already exists as an inactive user, change their status to Active instead of creating a duplicate record. Refer to Creating and managing Now Support users, granting and revoking access, editing user roles for the steps to create new users on Now Support.

What do I do if an employee is no longer employed at our company? As a ServiceNow Customer Administrator , you can deactivate a user who is no longer employed at your company. You cannot delete users, but you can change a user's 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.

Refer to Creating and managing Now Support (HI) users, granting and revoking access, editing user roles for the steps to deactivating a user on Now Support.

Admin Account Issues What if I am the Customer Administrator and I am locked out? If you are a Customer Administrator and are locked out, you can ask a fellow Customer Administrator to unlock your account. If you are the sole Administrator or the only one available, contact ServiceNow Technical Support if you need it to be unlocked.

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 .