ServiceNow ID for Now Support - Frequently Asked Questions .mce-toc { background-color: #f7f7f7; padding: 10px; border-radius: 5px; border: 1px solid #dedede; width: 70%; min-width: 500px; } Table of Contents 1. What's changing?2. What action do I need to take?3. How do I create a ServiceNow ID?4. What if I have an existing ServiceNow ID I would like to use to access Now Support?5. How do I change the email address on my ServiceNow ID?6. Can I change my Now Support email address so that it matches my ServiceNow ID credentials?7. Will I still need to use Multifactor Authentication (MFA) with ServiceNow ID?8. I am using ServiceNow Store apps and am being prompted for "HI" credentials. What should I do?9. If I use my ServiceNow ID to access Now Support, can I change my email address on that account?10. If I use my ServiceNow ID to access the Partner Portal, can I change my email address on that account? 1. What's changing? On April 11, 2021, at 6:00 PM Pacific Time, Now Support (formerly known as "HI") will transition to ServiceNow ID, a single set of login credentials that lets customers log in to multiple ServiceNow websites (including but not limited to servicenow.com, ServiceNow Developers, Now Community, and Now Learning). You will need a ServiceNow ID to log into Now Support and the ServiceNow Store after April 11. For more information, see ServiceNow ID: What is it and how to sign up or watch this overview video: 2. What action do I need to take? First, determine if you already have a ServiceNow ID (Hint: If you use Now Community, ServiceNow Developers, or Now Learning, you already have a ServiceNow ID!). Then use this chart to determine your next steps: I have a ServiceNow ID Great! Does your ServiceNow ID use the same email address as you currently use to log in to Now Support? (Usually this is your company-issued email address). YesNoPerfect, you don't need to take any further action. You can decide to: a. Update your ServiceNow ID to match your Now Support login. See 5 below. b. Create a new ServiceNow ID just for Now Support. See 3 below. I don't have a ServiceNow ID No problem! You can: Create a ServiceNow ID nowLog 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 we'll create a ServiceNow ID for you if you don't already have one. IMPORTANT: When creating your ServiceNow ID, use the same email address you use to log into Now Support. Usually this is your company-issued email address. I'm not sure if I have a ServiceNow ID If you're not sure: Try logging in using the same email address as you normally would to access Now Support.If you receive an error message, try resetting your password. If you do not receive a password reset email, you can use the One-Time Legacy Login option. 3. How do I create a ServiceNow ID? You can create a ServiceNow ID by submitting the ServiceNow Registration form or the One-Time Legacy Login option. 4. What if I have an existing ServiceNow ID I would like to use to access Now Support? If you already have a ServiceNow ID (e.g. to log into Now Community or Now Learning), you can proceed one of the following ways: If the email address associated with your existing ServiceNow ID matches your Now Support account email, you can use your existing ServiceNow ID to log in to Now Support.If the email address associated with your ServiceNow ID is different from your Now Support account email, you can either: Change the email address on your ServiceNow ID to match the email associated with your Now Support account. See 5 below.Create a separate ServiceNow ID for Now Support. See 3 above. 5. How do I change the email address on my ServiceNow ID? See 1 above for a video walkthrough, or follow these steps: Log into www.servicenow.com by clicking on the person icon in the upper right-hand corner: Enter your username and password Click on the now filled-in icon at the upper right-hand corner Click on Manage Profile Click on Edit Profile Scroll down to the Email field, click "Update Email", and follow the on-screen instructions. 6. Can I change my Now Support email address so that it matches my ServiceNow ID credentials? Your Now Support Customer Administrator manages your user profile on Now Support. At their discretion, they can create a new Now Support account using the email address you wish to use. 7. Will I still need to use Multifactor Authentication (MFA) with ServiceNow ID? Yes, Multifactor Authentication (MFA) is still required to log into Now Support. The first time you use ServiceNow ID / MFA, you will be prompted for a verification code sent to your email address. Once you have logged in, you can configure alternative MFA methods such as SMS or authenticator app. See ServiceNow ID Multi-Factor Authentication (MFA) Setup for more information. 8. I am using ServiceNow Store apps and am being prompted for "HI" credentials. What should I do? If you are asked for "HI Credentials" within instances on Quebec or older, use your ServiceNow ID instead. 9. If I use my ServiceNow ID to access Now Support, can I change my email address on that account? If you use your ServiceNow ID to access your Now Support account and you follow the steps above to change your email address, you will get an error message saying you are not authorized to change your ServiceNow ID email by yourself. Please ask your Customer Admin to either deactivate your Now Support account or change its email address in order to decouple it from your ServiceNow ID, thereby allowing you to change the email address on your ServiceNow ID. If you don't know who your Customer Admin is, log in to Now Support to open a case, or contact ServiceNow using one of the phone numbers listed here. 10. If I use my ServiceNow ID to access the Partner Portal, can I change my email address on that account? If you use your ServiceNow ID to access the Partner Portal and you follow the steps above to change your email address, you will get an error message saying you are not authorized to change your ServiceNow ID email by yourself. If you are an existing partner or your old account was a partner account, then you need to create a request with the Partner team to release/detach your email at partnerops@servicenow.com or go to Partner Support Page.