Knowledge Base

Problem

A user needs to update the email address associated with their MyNoldus account because their old address is no longer valid or they are moving to a new institutional email.

Details

MyNoldus does not currently provide a self-service option to change an email address from within the portal. Changing the email effectively requires creating a new account under the new address. Any licenses or shared access previously tied to the old account must be re-shared by the license owner. Access under the old email should be revoked after the transition is complete.

Solution

1. Inform the user that MyNoldus does not support in-portal email changes.
2. Update the Noldus account/license card internally to reflect the new email address.
3. Direct the user to register a new MyNoldus account under their new email at https://noldus.com/register.
4. Ask the license owner to invite the new email address to the team:
a. Log in to MyNoldus.
b. Go to 'Your Account' > 'Your Invites.'
c. Add the new email address and assign the appropriate role.
5. Once the new account has accepted the invitation and confirmed access, the license owner should revoke access for the old email address via the 'Team' section.
6. Confirm with the user that they can see their licenses and downloads under the new account before closing the ticket.