Working with Passwords
Below are instructions on resetting passwords as well as tips for troubleshooting some common password issues.
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Resetting Your Password
- I never received the confirmation instructions.
- When I tried to reset my password, I got the following warning: “Reset password token is invalid”.
- I was assigned training and I can't log in to my account.
Resetting Your Password
To reset your KMSAT password, click the Forgot your password? link on the login page or use our KnowBe4's Training Instances article to find a direct link to your Reset Password page.
Then, enter the email address associated with your organization and click Send me reset password instructions. The password reset confirmation and instructions will be emailed to that address.
If you receive an error that says: "This account is not yet confirmed", you will need to click the activation link in the activation email in order to confirm your account and set your password. If you didn't receive this email, click the Didn't receive confirmation instructions? button.
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.
Didn’t receive your reset password instructions?
If you're an existing user who has previously logged in, please ensure you are entering the correct email address. The email you are using should be the one that you use with your organization (with your organization's domain) rather than a personal email account. If you are certain you entered the correct email address, check your Junk or Spam folder. If you still do not see the email, contact your supervisor or IT team for assistance.
If you are a new user and you've never logged in before, click Didn't receive confirmation instructions? instead of Forgot Password.
Common Password Issues
Select the password issue that you are experiencing:
- I never received the confirmation instructions.
- When I tried to reset my password, I got the following warning: “Reset password token is invalid”.
- I was assigned training and I can't log in to my account.
If the password issue you are experiencing is not on this list, please reach out to our support team here.
I never received the confirmation instructions.
If you are a new user and you've never logged in before, click Didn't receive confirmation instructions? instead of Forgot Password.
Entering your organization email there will send you a new confirmation email with an activation link to confirm your account and set up your password.
If problems persist, please reach out to your supervisor, your organization's IT administrator, or the KnowBe4 support team for assistance.
When I tried to reset my password, I got the following warning: “Reset password token is invalid”.
There are a few reasons that could make this error occur. Select the scenario that best applies to you:
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 once before, you must be sure to use the link from the most recent "Reset password instructions" email.
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.
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.
Can't find a helpful solution? Contact our support team and we will assist you.
I was assigned training and I can't log in to my account.
There are a few reasons this error may occur. Select the scenario that best applies to you:
If so, the first time you click the link in your training notification, you will be emailed an activation link to confirm your account and set your password for training.
Occasionally, users will be set up with a password by their IT administrator or supervisor. You should still be able to reset your password if you forget your assigned password, though. For instructions on how to reset your password, see this section of this article.
I have already confirmed my account but I need to reset my password.
For instructions on resetting your password, please see this section.
I am able to log in, but I can't see any of my training assignments.
Contact your supervisor or IT team. It is possible the campaign you were enrolled in has ended, or that you were signed up for training using a different email address for your login.
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. To reset your KMSAT password, click the Forgot your password? link on the login page or use our KnowBe4's Training Instances article to find a direct link to your Reset Password page.
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