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Logging in on a mobile device

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Logging in on a mobile device

You can use the URL for your instance to log in using a mobile device. Access your instance from a mobile web browser or using the native mobile app.

Depending on your device, go to the iTunes store or the Google Play store and search for ServiceNow to download the native mobile app.

Access an instance from the mobile app

Access an instance using the mobile app for supported devices.

  1. After you download the app from the iTunes store or the Google Play store, tap the icon on the homepage.
    App launch screen

    You do not need to include at the end of the instance name.

    Even with the newest version of the app, you can access any instance version as far back as Geneva patch 8. Some functionality is version specific so if you do access an older version you might have more limited access. For example, only instances starting with Istanbul have access to customizable mobile home pages.
  2. Use your regular login to sign in to the app.
    After you log in, the app remembers your information. As long as you do not log out, the app opens the last screen you used when you open it again.

    If you do log out, the app remembers your instance. Select the instance from the History list to log back in.

    Note: The native mobile app does not have a screen for multi factor authentication (MFA). If your organization uses multi factor authentication, append the MFA code to your password on the login screen. For example, P@ssw0rd642135, where 642135 is the MFA code.

Access an instance from a mobile browser

Access an instance using a supported mobile browser.

About this task

On a supported device, navigate to the URL of an instance in a supported mobile browser. Devices are automatically detected and the interface appends $ to the end of the URL. Accessing the mobile interface does not prevent the user from also accessing the tablet or desktop interfaces.
Figure 1. Mobile web log in page
Mobile web log in screen


  1. Enter the base URL in any supported mobile web browser.
  2. Enter your user name and password.
  3. (Optional) Select the Remember Me check box to remain logged in until you manually log out.
    This option can be enabled or disabled by the administrator. For more information, see Change settings for the Remember me check box and cookie.
  4. (Optional) If you forget your password, tap Forgot password?.
    The system walks you through a verification process to confirm your information.
  5. Tap Continue to complete your login.

Add a shortcut to the home screen

Add an Apple home screen shortcut that opens a mobile browser page.

  1. In Safari on a mobile device, navigate to a page that you want to access as a shortcut, such as a list of open incidents.
  2. Tap the sharing icon (Sharing icon) at the bottom of the browser.
  3. Tap the Add to Home Screen icon.
  4. Type a descriptive name for the page and tap Add.
    The shortcut is saved to your device.
    Save shortcut

Change the home screen icon

Administrators can change the icon that appears for browser home screen shortcuts in the mobile interface.

About this task

To replace the default icon:


  1. In the desktop interface, navigate to Self-Service > My Profile.
  2. Switch to the Default view.
  3. Click the reference icon by the Company field to open the company record.
  4. Configure the form to add the Apple icon field.
  5. Upload an image up to 57x57 pixels in the Apple icon field.
    Upload an image
    When users associated with the company add a home screen shortcut, the shortcut uses the new icon.
    Home screen shortcut

Configure a BlackBerry device

BlackBerry devices require some configuration to use the smartphone interface.


  1. Open the browser application.
  2. Open the menu and select Options > Browser Configuration.
  3. Select the following options.
    • Support JavaScript
    • Use Background Images
    • Show Images: On WML & HTML Pages
    • Browser Identification: BlackBerry
  4. Save your changes.

What to do next

Depending on the size of the BlackBerry screen, you can change the default font size to a smaller size. Navigate to the General Properties browser submenu and set the default font size and minimum font size to a smaller size. Smaller text displays more content, but is difficult for some users to read.