ServiceNow ID Email Change - Frequently Asked Questions - Support and Troubleshooting

ServiceNow ID Email Change - Frequently Asked Questions Summary 1. How do I change the email address on my ServiceNow ID? 2. What to do if I can't access the email address associated with my account and am stuck at MFA (Multi-Factor Authentication) step? 3. I'm having trouble with my password. 4. If I use my ServiceNow ID to access Now Support, can I change my email address on that account? 5. If I use my ServiceNow ID to access the Partner Portal, can I change my email address on that account? 1. How do I change the email address on my ServiceNow ID? Log in to https://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

Complete the Multi-Factor Authentication process if prompted by the system

Scroll down to the Email field, click "Update Email," and follow the on-screen instructions from the Manage Profile page.

2. What to do if I can't access the email address associated with my account and am stuck at MFA (Multi-Factor Authentication) step? Follow the below steps to report an issue with MFA if you haven't set up alternate authentication options and are stuck at additional Email OTP authentication. In case if you have set up other authentication options like SMS or Authenticator App, click on the "Change Multi-Factor Authentication option" link to choose another OTP option to log in.

3. I'm having trouble with my password. Choose "Forgot Password?" when signing in and enter your email address. We’ll send you a link to reset your password. In case if you are having trouble resetting your password, refer to the "Need Assistance" section for support options.

4. 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 follow the steps above to change your email address, you will get an error message saying you cannot change your ServiceNow ID email yourself.

Please ask your Customer Admin to either deactivate your Now Support account or change its email address to decouple it from your ServiceNow ID, thereby allowing you to change the email address on your ServiceNow ID. If you don't know your Customer Admin, log in to https://support.servicenow.com/ to open a case or contact ServiceNow using one of the phone numbers listed https://www.servicenow.com/support/contact-support.html .

5. 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 follow the steps above to change your email address, you will get an error message saying you cannot change your ServiceNow ID email yourself.

If you are an existing partner or your old account was a partner account, 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.