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Multi-factor authentication › Authentication › Access Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Using Multi-factor authentication

Learn how to use multi-factor authentication tools to securely access your instance.

Login with MFA

ServiceNow requires authenticator applications that support Time-based One-time Passwords (TOTP). ServiceNow tests MFA with the following authenticators:

  • Google Authenticator
  • Microsoft Authenticator
  • LastPass Authenticator
  • Authy
  • FreeOTP
  • Duo
  • Okta Verify

Note:

  • Other authenticators not listed might also be compatible, but are not tested by ServiceNow.
  • For information related to browser specific behavior change, see this KB article.

Register an authentication app

  • Authenticator App

You can use authenticator apps to use a second factor of authentication.

If your administrator has enabled multi-factor authentication \(MFA\) on your instance, you are prompted for a second authentication after entering your user name and password. For details on the MFA login process, see Log in with Multi-factor Authentication.
  • Validation with Authenticator app

Enter the code displayed on your authenticator app to login.

If you haven't configured a second form of authentication, you will see a configuration page after logging in to guide you through the process of setting up an authentication app. For details on this setup, see Set up Multi-factor authentication for the first time.
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Authenticator

Register an authentication device

After you've configured an authentication app, you can register other methods for authentication.

  • Biometric authenticators

You can use biometric authenticators like fingerprint or facial recognition as your second MFA authentication. If your administrator allows this option, you can configure biometric authenticators using the steps in Register a biometric authenticator.

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Biometrics icon
  • Hardware key authenticators

Hardware keys are physical security devices you can use for authentication. You can register a hardware device for use with your instance using the steps in Register a hardware security key.

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Hardware key icon
  • Validation with Biometric or Hardware Key

Use the biometric or hardware key to login.

Use the Biometric or Security Key to login.
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MFA - Biometric or Hardware

Register a phone number for OTP

  • SMS

Use SMS based OTP to require users who attempt to login.

When users attempt to login to ServiceNow, SMS OTP is sent to the mobile number associated with the sys\_user record. Users can enter the six-digit verification code that it sent to the mobile device and verify their identity.
Image omitted: sms.png
SMS.
  • Validation with SMS

Use the validation with SMS to login based on the OTP generated.

You need to enter the 6-digit code sent to the mobile number to login. The code sent is valid for the next 5 minutes. You can use resend code to again send the code.

Register an Email address for OTP

  • Email address

Use Email based OTP to require users who attempt to login.

When users attempt to login to ServiceNow, Email OTP is sent to the email address associated to the user. User's can enter the six-digit verification code that it sent to the mobile device and verify their identity.
Image omitted: email.png
Email.
  • Validation with Email

Use the validation with Email to login based on the OTP generated.

You need to enter the 6-digit code sent to the email address to login. The code sent is valid for the next 5 minutes. You can use resend code to again send the code.
Image omitted: email-screen-mfa.png
MFA-Email.