Jointly managed customer account missing MSP settings after registration

Environment

• Knox MSP Portal

Overview

When a customer signs up for a Knox account using their work email address directly at SamsungKnox.com, they may experience an issue where they don’t see the data and settings configured by their MSP when they sign in. This occurs because the customer’s direct registration creates a new, separate Knox account instead of accessing the account their MSP already established for them.

Cause

With the introduction of Samsung account for Business, email addresses are no longer used as unique identifiers — rather, an account ID is used to distinguish between users.

As a result, if a customer signs up for a Knox account directly at SamsungKnox.com using their work email, this creates a separate account that is independent from any jointly managed customer account their MSP may have already created. Customers using this direct sign-up method won’t have access to the data and settings configured by their Managed Service Provider.

Resolution

The Knox MSP Portal 25.11 release introduces a new account creation process for jointly managed customers. When MSPs add customers for joint management, either by adding new jointly managed customers or transitioning existing fully managed customers to jointly managed status, the system automatically sends email invitations with sign-up links that expire after seven days. Jointly managed customers must use the Get started link provided in their email invitation to register their Knox accounts before the end of the expiration window.

The Knox account registration process is as follows:

1. The MSP sends an email invitation to the customer through the MSP console.
2. The customer receives the email, and clicks the Get Started button within seven days.
3. The customer completes registration using the provided link to create their Samsung account for Business.

If the invitation expires, the MSP can resend an email invitation on the Customers page. The customer can then check their inbox for the new invitation.