---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Password Reset in Service Operations Workspace reference

# Password Reset in Service Operations Workspace reference {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
This reference topic provides additional information about the lists and forms that you use to configure and administer Password Reset.

## Identification methods {#pr-sow-reference__section_msw_kqn_zbc}

{#pr-sow-reference__table_a4m_pqn_zbc__entry__2}

| Error message | Description |
|-|-|
| User not enrolled | The user is not currently enrolled in the password reset process. The user must enroll to the password reset process to reset the password. |
| User not eligible for the process | The selected password reset process doesn't apply to the user. You must select another password reset process to reset the password. Contact the system administrator for more assistance. |
| No password reset process found for the user | The user has not been assigned to any password reset processes. Contact the system administrator for more assistance. |
| Maximum verify attempts reached | The user has exhausted all the available password reset attempts. You can reset the password again after 8 hours. |
[Table 1. Identification errors]

{#pr-sow-reference__table_a4m_pqn_zbc}

## Verification methods {#pr-sow-reference__section_wfp_5qn_zbc}

{#pr-sow-reference__table_z4k_wqn_zbc__entry__2}

| Error message | Description |
|-|-|
| Email verification ||
| Incorrect verification code entered | The verification code you have entered does not match the expected code. |
| Max resend attempts over | The error message indicates that you have exceeded the allowed number of attempts to resend a verification code. |
| SMS verification ||
| Incorrect verification code entered | The verification code you have entered doesn't match the expected code. |
| Max resend attempts over | You have exceeded the maximum number of attempts to resend a verification code. |
| Notify not enabled | Users are enrolled in the system to deliver notifications, however, the Notify feature responsible for sending the SMS messages isn't enabled. |
| Security question ||
| One or more answers incorrect | The user hasn't provided the correct answers to the security questions or the agent might have entered the answers incorrectly. |
| Personal data verification ||
| Incorrect answer entered | The user hasn't provided the correct answers to the security questions or the agent might have entered the answers incorrectly. |
| Personal data confirmation ||
| Incorrect answer | The user has not provided the email address as indicated. |
| Other errors ||
| Multiple session error | Only one active session is allowed at a time to reset the password. Close the new session. |
| Technical error | You must logout and login to work on the password reset ticket. |
| Maximum verification attempts reached | You have exceeded the maximum number of attempts to verify the identity of the user. |
[Table 2. Verification errors]

{#pr-sow-reference__table_z4k_wqn_zbc}

To reset a password for a user, refer [Reset password using service-desk assistance](https://servicenow-prod.fluidtopics.net/~xcqUb8ZGW3lop4jFcRYeg "Resetting the password enables the user to log in to their system and resume their work.").