Knowledge Base

Problem

A logged-in MyNoldus user sees no active licenses and cannot access the downloads section, even though they expect to have access because a colleague or PI has registered the software.

Details

License and download visibility in MyNoldus is controlled by the license owner. Users who have not been formally invited by the license owner via the 'Your Invites' feature will not see any license information. This is a common point of confusion for lab members who assume that having a MyNoldus account is sufficient for access. Affected users may also not see the 'Your Invites' or 'Team' sections if they are regular users rather than license owners or team administrators.

Solution

1. Confirm the user has a valid MyNoldus account (see related article if not).
2. Explain that license and download access is not automatic — the license owner (typically the PI) must invite the user from within their own MyNoldus account.
3. Instruct the license owner to:
a. Log in to MyNoldus at https://noldus.com/app/home.
b. Go to 'Your Account' in the top-right menu.
c. Select 'Your Invites.'
d. Enter the user's email address and send the invitation.
4. The user will receive an invitation email; they must accept it to gain access.
5. If the license owner does not see the 'Your Invites' or 'Team' sections, confirm they are the registered license owner or a team administrator. Regular users do not have access to these features and may need their own role elevated.
6. If the license owner cannot be identified or does not have a MyNoldus account, contact Noldus support to identify the registered license holder and facilitate the invitation.