In this article, you'll learn how to manage passwords for your KSAT account and Learner Experience (LX).

Resetting Your Password

To reset your password, select the Forgot your password? link on the login page. You could also use our KnowBe4's Training Instances article to find a direct link to the Reset Password page.

Then, enter the email address associated with your organization and select Next. The password reset confirmation and instructions will be emailed to that email address.

If you receive an error that says This account is not yet confirmed, you will need to select the activation link in the activation email in order to confirm your account and set your password. If you didn't receive this email, select the Didn't receive confirmation instructions? button.

Otherwise, you will receive an email at the address you entered, which will provide you with a link to select to set your new password. The new password links will be active for approximately six hours.

Never Received 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 address you are using should be the one that you use with your organization, rather than a personal email address. 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're a new user and you've never logged in before, select the Didn't receive confirmation instructions? button. On the page that opens, enter your work email address and select Resend confirmation instructions.

Never Received Confirmation Instructions

If you're a new user and you've never logged in before, select the Didn't receive confirmation instructions? button. On the page that opens, enter your work email address and select Resend confirmation instructions.

Once you select Resend confirmation instructions, you will receive a new confirmation email with an activation link to confirm your account and set up your password.

If problems persist, please ask your supervisor, your organization's IT admin, or the KnowBe4 support team for assistance.

Getting a Warning When Resetting My Password

If you receive an error that says Reset password token is invalid while trying to reset your password, this error could occur for a few reasons. Select the scenario that best applies to you:

• If you request a password reset email and you do not receive this email within a few minutes, it may be in your Junk or Spam folder. If you find the password reset email there, mark it as Not Spam so future emails land in your inbox.

  If you've requested a password reset email more than once before, you must be sure to use the link from the most recent email.

• When you request an email to reset your password, the link found in this 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 more than six hours since you requested your password to be reset, please request a new password reset email. For instructions, see the Resetting Your Password section of this article.

• If you attempt to reset your password in Safari using the password reset email you received from KnowBe4, you may receive an error message that says, Reset password token is invalid.

  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.

  1. From your Safari browser's menu bar, select Safari then Preferences... from the drop-down menu.

     

  2. Select the Passwords tab from the Preferences menu.
     Note:You may need to enter your account's login password to access your password entries.

  3. Select the password entry for training.knowbe4.com, then select the Remove button at the bottom-right corner, as shown below.

     

  4. Now, use the link in the password reset 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.

Can't Log In After Being Assigned Training 

There are a few reasons this error may occur. Select the scenario that best applies to you:

• The first time you select the link in your training notification, you will be emailed an activation link to confirm your account and set your password for training.

  Occasionally, you will be set up with a password by your 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 the Resetting Your Password section of this article.

• For instructions on resetting your password, please see the Resetting Your Password section of this article.

• Contact your supervisor or IT team. It is possible that the campaign you were enrolled in has ended, or that your organization signed you up for training using a different email address.

• Your account will be locked for one hour after you enter your password incorrectly 10 times. To unlock your account before an hour has passed, you will need to reset your password. To reset your password, select the Forgot your password? link on the login page. You can also use our KnowBe4's Training Instances article to find a direct link to your Reset Password page.

Quick Troubleshooting Steps

If you are still having issues, see the troubleshooting steps below:

1. Check Spam or Junk folders: Confirm that the password reset email was not filtered into your Spam or Junk folder. If you find this email there, mark it as Not Spam so future emails land in your inbox.
2. Verify Email Address: Confirm that the email address you registered for the password reset is the correct one associated with your account.
3. Request New Reset Email: If the reset link leads you back to the same page or issues like invalid tokens occur, request a new password reset email using the password reset page. Note that reset links may expire within a few hours.
4. Administrative Assistance: If multiple users can’t receive their password reset emails or if there are syncing issues with systems like Active Directory, contact your admin for assistance. Admins can reset passwords via the Admin Console.
5. Advanced Troubleshooting: If you still do not receive emails, check your email settings for Smart Host configurations, DKIM signing issues, or any filters set up by your IT department that might be blocking them. Consult with your IT team to ensure email systems are properly configured.
6. Contacting Support: If none of the methods above work, or if the issue persists, please contact KnowBe4 support with detailed information, including any error messages and the steps you've already taken.