Troubleshooting Login Issues
If you're having difficulty logging in to your account, use this article to troubleshoot common issues. If you are an end-user, please see this article on our Knowledge Base.
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I am an admin attempting to log in to my account, or I forgot my password
I am a reseller/MSP attempting to log in to my account, or I forgot my password
My user is having trouble logging in to their account. How do I reset their password?
None of these scenarios describe your issue? Contact our support team and we will assist you.
I am an admin attempting to log in to my account, or I forgot my password.
Select the scenario that best describes your situation.
If you've just signed up with us, you will be sent an automated email from our system containing an activation link which you will need to click on to confirm your account and set your password. Once you set your password, you'll be able to log in to your management console.
If you didn't receive it, check your Junk or Spam folder. You can also attempt to resend this activation link by visiting https://training.knowbe4.com (or https://eu.knowbe4.com, depending on where your organization's KnowBe4 account is located) and clicking the Didn't receive confirmation instructions? link after entering your email address.
If you still do not receive the email, contact our support team for assistance. Once you confirm your account and set your password, you'll be able to log in to your account to take your training.
Visit https://training.knowbe4.com (or https://eu.knowbe4.com, depending on where your organization's KnowBe4 account is located) and click the Forgot your password? link after entering your email address. After clicking, enter your email address and click Send me reset password instructions.
If you receive an error that says: "This account is not yet confirmed", you will need to click the activation link in order to confirm your account and set your password.
Otherwise, you will receive an email to the email address you entered which will provide you a link to click on to set your new password. New password links will be active for approximately six hours.
If you didn't receive the email, check your Junk or Spam folder. If you still do not receive the email, contact our support team for assistance.
Your account will be locked for one hour after you enter your password incorrectly ten times. To unlock your account before an hour has passed, you will need to reset your password. You can reset your password by visiting https://training.knowbe4.com (or https://eu.knowbe4.com, depending on where your organization's KnowBe4 account is located) and click the Forgot your password? link after entering your email address. After clicking, enter your email address and click Send me reset password instructions.
I am a reseller/MSP attempting to log in to my account, or I forgot my password.
Select the scenario that best describes your situation.
If you've just signed up with us, you will be sent an automated email from our system containing an activation link which you will need to click on to confirm your reseller/MSP account and set your password. Once you set your password, you'll be able to log in to your reseller/MSP management console at https://training.knowbe4.com/management/login (or https://eu.knowbe4.com/management/login, depending on where your MSP/reseller account is located).
If you didn't receive it, check your Junk or Spam folder. You can also attempt to resend this activation link by visiting https://training.knowbe4.com/management/login (or https://eu.knowbe4.com/management/login, depending on where your MSP/reseller account is located) and clicking the Didn't receive confirmation instructions? link. Enter your email address on the page that follows and click the button to Resend confirmation instructions.
If you still do not receive the email containing this link, contact our support team for assistance. Once you confirm your account and set your password, you'll be able to log in and manage your reseller/MSP account.
Visit https://training.knowbe4.com/management/login (or https://eu.knowbe4.com/management/login, depending on where your MSP/reseller account is located) and click the Forgot your password? link. After clicking, enter your email address and click Send me reset password instructions.
If you receive an error that says "This account is not yet confirmed", you will need to click the activation link in order to confirm your account and set your password.
Otherwise, you will receive an email to the email address you entered which will provide you a link to click on to set your new password. New password links will be active for approximately six hours.
If you didn't receive the email, check your Junk or Spam folder. If you still do not receive the email, contact our support team for assistance.
Your account will be locked for one hour after you enter your password incorrectly ten times. To unlock your account before an hour has passed, you will need to reset your password. You can reset your password by visiting https://training.knowbe4.com (or https://eu.knowbe4.com, depending on where your organization's KnowBe4 account is located) and click the Forgot your password? link after entering your email address. After clicking, enter your email address and click Send me reset password instructions.
My user is having trouble logging in to their account. How do I reset their password?
You can manually change or reset your users' passwords by following the steps in this article.
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