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Users: Enroll in the Password Reset program using Google Authenticator

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Users: Enroll in the Password Reset program using Google Authenticator

To prove that you are who you say you are (verify your identity) while resetting your password, you get a code number from Google Authenticator on your cell phone or mobile device and then enter the code on the Password Reset web page. If you already paired a device (for example, to log in to the ServiceNow instance), you can skip this enrollment process.

Before you begin

Role required: none

About this task

You cannot enroll for the Password Reset program on a mobile device.


  1. Navigate to Password Reset > Enroll and then click the Google Authenticator Verification tab.
    Note: If your organization requires you to enroll for the Google Authenticator verification method, then the tab is marked with an asterisk (*).
  2. Download the Google Authenticator app to your device.
  3. Open the app and then use the device to scan the QR code on the tab.
  4. When the device generates a code, enter the code in the text box and then click Pair Device.
  5. Click Submit.
  6. (Optional) If the system displays a success message, click Submit. If the system displays a failure message, enter the code again, click Pair Device, and then click Submit.
    When you submit the enrollment, the tab displays the following options:
    Option Description
    Generate New QR Code Enables you to pair a device with a new code. This option is useful if you have a new device. Existing multi-factor authentication data is replaced with the new data.
    Disable Multi-factor Authentication Deletes existing multi-factor authentication data. The Google Authenticator verification is no longer available.
  7. (Optional) Enroll for an additional identity verification using any of the other methods that your organization offers. See: