What Happens to ServiceNow Instance Email Account (Address) After Contract Ends?Issue <!-- /*NS Branding Styles*/ --> .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: ; } } The customer is concerned about what will happen to their ServiceNow email address/accounts (<InstanceName>@service-now.com or with other domains IThelp@<company-name>.com) after their ServiceNow contract expires. Facts<!-- /*NS Branding Styles*/ --> .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: ; } } Note 1: ServiceNow cannot set up a forwarding rule to redirect such emails to the customer's email address after retirement. Note 2: If an email is sent to an instance's default mailbox (<InstanceName>@service-now.com) after the instance has been retired, the email will remain in the ServiceNow mail infrastructure. However, no action will be taken on it since no instance is connected to that mailbox, and the ServiceNow mail infrastructure will not generate a bounce-back message. Release<!-- /*NS Branding Styles*/ --> .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: ; } } All Resolution<!-- /*NS Branding Styles*/ --> .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: ; } } The answer varies based on their setup: Scenario 1: Instance connected to an O365 mailbox owned by the customer The customer can disable the "email account" in ServiceNow. Emails will continue to be delivered to their O365 mailbox as usual, but they will no longer be pulled into the instance. Scenario 2: Instance uses the default ServiceNow POP3 mailbox for inbound emails The customer will need to investigate how emails are being sent into their instance from users/customers. To do this, the customer should review the sys_email table for records where the recipient matches the instance email address, and check the email headers to confirm the "To" address. Example 1: Some ServiceNow customers create an email address in THEIR mail infrastructure that contains their company domain, like IThelp@<company-name>.com and then, in THEIR mail infrastructure, they create a MAIL FORWARDER that takes any email sent to this address and forwards it to their instance default email address of InstanceName@service-now.com. In this case, the customer would just need to contact their mail admin and ask them to change the forwarder rule to route emails sent to that address to a mailbox they own. This will then stop the forwarder from sending emails into the instance. Example 2: Some customers use the default ServiceNow POP3 mailbox directly, without their own mail infrastructure (Mails are sent directly from the sender to the ServiceNow default mailbox). In this case, The customer would then need to investigate the source and contact those senders and request that they stop sending emails to the instance email address.