Knowledge Base

Problem

A user cannot log in to my.noldus.com or download software because the license is registered to a different email address (e.g., the purchaser instead of the end user), or their email has not been added to the account.

Details

Occurs when a new system is purchased and the account is set up under the purchaser's contact rather than the researcher who will use it. Also occurs when a lab member needs access but the account admin has not added them.

Solution

Option A – User adds themselves (preferred):
1. The current account admin logs in to my.noldus.com with their credentials.
2. Navigate to account/user management and add the new user's email address.
3. The new user will receive an invitation and can register.

Option B – Contact Noldus Support:
1. Submit a support request identifying the license number and the email address that should be registered.
2. Noldus Support can update the registered user on the license.
3. Once updated, the new user registers at my.noldus.com using their email.

Note: If you know the username and password but not the email, the account admin should retrieve or update the email via the portal, or contact Noldus Support for assistance.