Account Security

Grant Support Access to Your Account

If you can’t find the information you need in our Knowledge Base or you need assistance, our support team is here to help. Before you contact our support team, we recommend that you grant our support team access to your account. Granting access to your account will allow our support team to respond to issues quickly and provide you with personalized assistance.

For general information about opening a support ticket, see our Learner Support: How to Contact Our Support Team article.

Check Your Privacy Settings

To see if our support team can access your account, you can check your privacy settings. To check your privacy settings, follow the steps below:

  1. Log in to your KSAT console.
  2. Click your email address at the top-right corner of the page and select Account Settings.
  3. Navigate to Account Information > Account Privacy.
  4. In the Account Privacy section, locate the blue banner that displays your account's current privacy status.

To learn more about each privacy status, see the table below:

Privacy Status Description
KnowBe4 agents can access your account. This privacy status allows our support team to access your account.
KnowBe4 agents can access your account until [Date/Time].

This privacy status allows our support team to access your account until a specific date or time.

If you need assistance but access to your account will expire within 24 hours, we recommend extending the time frame. To learn how to extend the time frame, see the Grant Access to Your Account section below.

KnowBe4 agents cannot access your account.

This privacy status does not allow our support team to access your account.

To learn how to grant our support team access to your account, see the Grant Access to Your Account section below.

Grant Access to Your Account

Depending on your privacy settings, you may need to grant our support team access to your account.

To grant access to your account, follow the steps below:

  1. Log in to your KSAT console.
  2. Click your email address at the top-right corner of the page and select Account Settings.
  3. Navigate to Account Information Account Privacy.
  4. Click the Allow KnowBe4 agents to access this account.drop-down menu.
  5. From the drop-down menu, select the length of time you would like to allow our support team to access your account.
    Tip: If you would like to skip these steps in the future, select Allow continual access. This option allows KnowBe4 agents to access your account any time you report a new issue.
  6. In the confirmation window that opens, click Confirm.

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