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Unable to add new license to tenant

Last updated March 1st, 2024



  • Knox Manage
  • Knox Manage tenants created from the Tenant Manage Service (TMS)


You might encounter an issue where adding a new Knox Manage license with the KLM12 prefix fails. The following error is displayed:

This tenant cannot use Knox Suite and Knox Manage (starting with licenses with a KLM12 prefix) license keys


Knox Manage tenants created from TMS don’t have a customer ID. A customer ID is required to register the license in the license server.


There are a few workarounds for this issue:

  • To update to a new Knox Manage license, migrate the Knox Manage tenant to the Knox Managed Service Provider Program. Please contact your Managed Service Provider for more information.
  • To continue using your existing Knox Manage license, request an extension order. Please contact your technical account manager for more information.

If you’re still experiencing issues with updating your license, or if you have any questions, submit a support ticket.

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