You've been told you're an administrator in Knowly, but when you try to sign in, it doesn't work. The most common cause depends on whether your organization uses SSO for administrators — so start there before working through the fix.
Does your organization use SSO for administrators?
Here's a quick test. Go to app.knowly.com, enter your email, and click next.
If Knowly sends you to a sign-in page that looks like your IT system (Microsoft, Okta, Google Workspace, or similar), your organization uses SSO. Continue with the next section — this is almost always why a new administrator can't sign in.
If Knowly sends you a sign-in link by email instead, your organization isn't using SSO for administrators. Skip to other things to check.
If you're not sure, ask the person who said you'd be an administrator, or ask your IT team whether Knowly is set up with SSO.
SSO is on: you're probably missing from the identity-provider group
When your organization uses SSO, an administrator needs both of these to be in place before sign-in works:
An administrator account in Knowly — added by an existing Knowly administrator in your organization
Membership in the identity-provider group — for example the Entra ID group your organization syncs with Knowly
The first one happens in Knowly. The second one happens in your identity provider, and it's easy to miss — especially on Team Member SSO, where most participants are managed directly in Knowly without ever touching the identity provider. It's easy to assume administrators work the same way. They don't — administrators always sign in via SSO, regardless of mode. See SSO modes in Knowly for the full picture.
How to fix it
Contact whoever in your organization manages Entra ID (or your other identity provider) and ask them to check that you're in the group that's synced with Knowly. They'll know which group that is. Once you've been added, go back to app.knowly.com and sign in again.
Other things to check
If SSO isn't the cause — or if you've been added to the identity-provider group and still can't sign in — work through these:
You haven't been added as an administrator in Knowly yet. Ask an existing Knowly administrator in your organization to add you. See adding another administrator to your organisation for how that's done.
You're using a different email address than the one you were invited with. Sign in with the exact address that received the Knowly invite — even small differences (a work address vs. a personal one, or a typo) will prevent Knowly from matching you up.
Your invitation link has expired or already been used. Ask whoever invited you to send a fresh one.
If none of these resolve it, email [email protected] with your organization's name and your email address and we'll help from our side.
Not an administrator?
If you're a participant or a manager who can't sign in, this article doesn't apply — the steps above are for administrators. See how do I sign in to Knowly? or my Knowly link doesn't work instead.