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Cannot invite administrator to Knox cloud services

Last updated July 26th, 2023

Categories:

Account

Environment

  • Knox Asset Intelligence
  • Knox Configure
  • Knox E-FOTA
  • Knox Guard
  • Knox Mobile Enrollment
  • Samsung Care+ for Business
  • Knox Deployment Program
  • Knox Managed Services Provide

Overview

When inviting an administrator to Knox cloud services, the following errors are shown:

This user has already been invited to service name. Please ask them to follow the link in the invitation e-mail to sign up.

This user has already been invited by a different customer. Please ask the user to contact Samsung Knox Customer Support if this is an error.

Cause

The error messages may occur due to the following reasons:

  • A user email address can only be invited as an administrator to the Knox cloud services once.
  • A user can only be associated with one enterprise account or tenant.

How do I invite a user that has already been invited to my enterprise account?

If you try to invite a sub-admin who has already been invited to your enterprise account, you will receive the following message in your error log:

This user has already been invited to service name. Please ask them to follow the link in the invitation email to sign up.

In the Knox Admin Portal, go to the Administrators & roles page and check whether the user has already been invited to the enterprise.

If the email invitation for the user shows as Pending, Blocked, or Revoked, resend the invitation:

  1. On the Administrators & roles page, select the invited user.
  2. Select Edit administrator.
  3. In Edit Administrator, select Resend invitation.

If the user’s status is Blocked or Revoked, the status is then changed to Pending. When the user follows the invitation link sent to their email address and activates their account, the status updates to Active.

If the user cannot be found in Administrators & roles, please submit a ticket in the Knox Admin Portal so the Knox team can reset the invitation request.

In your ticket, ensure you include the following information:

  1. The invited user’s email address.
  2. A screenshot of the Administrators & roles page in your Knox Admin Portal.
  3. Your customer ID.

What happens if I invite a sub-admin who is already under a different enterprise account?

If you try to invite a sub-admin under a different enterprise account, you will receive the following error message in your error log:

This user has already been invited by a different customer. Please ask the user to contact Samsung Knox Customer Support if this is an error.

If the user you want to invite is already registered for Knox under a different enterprise tenant, then you must request an account deletion:

  1. From the Privacy Settings page, select Delete Samsung Knox account and services and submit a support ticket.
  2. Wait for the account to be deleted. Please note that account removals can take up to 30 days.
  3. Once the deletion is complete, invite the sub-admin again.

Additional information

To learn more about administrators and roles, see the respective admin guide for your Knox cloud service:

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