FAQs

Find common answers by role. For task instructions, use the linked guides.

IT administrators

How long does institution verification take?

Institution verification typically takes 3–5 business days. You receive an email notification when the review is complete.

What if my domain is already registered?

Select Request account during registration to request access to the existing domain account. If you believe the domain is incorrectly associated with another institution, contact Samsung support.

Why can’t I activate a user?

You can activate only a user with Inactive status. For a user with Pending status, resend the invitation or wait for onboarding to finish.

What happens when I reset a user’s password?

The user receives a password-reset email and cannot sign in until they set a new password. You can optionally select Sign this user out of all devices during the reset. See Reset a password.

Why can’t I access Groups, Organizational units, or Roles and permissions?

Ask a Super Admin to confirm your role and permissions.

What if the only Super Admin loses access or cannot complete two-step verification?

Contact the Samsung Account for Education support team for account recovery assistance.

Teachers

Students did not join my class. What should I check?

Confirm that students have the Knox Classroom app, can sign in, and have the current class code. See Start and manage a class session and Join and participate in a class.

How do I recover access to my teacher account?

Contact your IT administrator to confirm your account status or reset your password.

How can I ensure all my students are able to join my class?

Decide which students to invite in advance. Invited students are automatically joined when the class starts. You can add additional students (who are onboarded on Samsung Account for Education as a General User or Classroom User) by sending them your class code. See Manage students and groups.

Supporting students

Students cannot sign in or join a class. What should I tell them?

Have students confirm that they are using the account provided by your school, update the app if prompted, and check the class code with you. If the problem continues, they should contact the IT administrator. See Get started and Join and participate in a class.

Why can students not request to leave or share their screen?

The request control is unavailable to students while you are deciding on a previous request. If the request is declined, the student can submit it again when they are ready.

What if an app or website I opened does not launch on a student’s device?

Have the student confirm that their device is connected to the class. You can check the class activity and try again.

How do students reset their password?

Students must contact the IT administrator. IT admins manage account password resets.

Why can students access some features from their app, but not from their mobile browser?

Certain features, such as screen share, are not supported on mobile browsers. Students should use the Knox Classroom app instead. See Join and participate in a class.

Need help?

If you still need assistance, contact Samsung support.