Why Did I Receive a "Reset password token is invalid" Error When Trying to Reset My Password?
This article will assist in resolving the "Reset password token is invalid" error message when attempting to reset your password for your KnowBe4 account.
If you need information on how to reset your password, see here.
There are three different scenarios that may cause a "Reset password token is invalid" error:
I Requested a Reset Password Email More Than One Time
If you request a reset password email and you do not receive this email within a few minutes, it may be in your junk or spam folder.
If you've requested a reset password email more than one time before you've successfully updated your account password, you must be sure to use the link from the most recent "Reset password instructions" email.
I Requested a Reset Password Email More Than 6 Hours Ago
When you request an email to reset your password, the link found within this "Reset password instructions" email is only valid for six hours from the request.
If you're receiving the "Reset password token is invalid" error and it's been over more than six hours since you've requested your password to be reset, please request a new password reset email. For instructions, see here.
I am Using the Safari Browser to Access My Account/Reset My Password
If you're attempting to reset your password in Safari using the reset password email you've received from KnowBe4, you may receive a "Reset password token is invalid" error.
This error can be caused by Safari's password-storing feature. If you've used this feature to store your KnowBe4 password, follow the steps below to delete this password entry.
- From your Safari browser's menu bar (at the top of your monitor's screen on Mac operating systems) select "Safari" then "Preferences..." from the drop-down menu.
- Select the Passwords tab from the Preferences menu (you may need to enter your user account's login password to access your password entries).
- Select the password entry for training.knowbe4.com, then click the "Remove" button at the bottom right, as shown below.
- Now, use the link in the "Change my password" email you've received in your inbox to reset your account's password.
If you're still experiencing issues with resetting your password, feel free to start a support ticket here.