Knowledge Base

Problem

A user attempts to register or access a MyNoldus account but does not receive the registration confirmation email, or receives an error during account creation. Checking spam/junk folders does not resolve the issue.

Details

Two distinct causes have been observed: (1) The user's email address has been blocked or suppressed in the Noldus mailing system, preventing delivery of registration emails. (2) A co-user account needs to be manually added to a license by Noldus staff — the self-service registration flow does not complete without this step. Affects new users, co-users, and users whose email addresses have bounced or been flagged previously.

Solution

1. First, confirm the email address being used matches the one associated with the license or NoldusCare contract.
2. Check spam, junk, and any email filtering or quarantine systems thoroughly.
3. If no email is received after several minutes, contact Noldus Support with:
- The email address used during registration
- The license or NoldusCare contract number
4. Support will check whether the email address is blocked or suppressed in the system and resolve the block.
5. If you are a co-user who needs access linked to a primary license holder's account, the primary license holder or Noldus Support must add your email address as a co-user on the license before registration will succeed.
6. Once unblocked or added as a co-user, Support can manually resend the registration link directly to your email address.