Knowledge Base

Problem

A user reports that licenses previously associated with their MyNoldus account are no longer visible after a website update or administrative account change.

Details

Can occur when accounts are merged in the backend (e.g., duplicate contacts consolidated) and the MyNoldus account is not updated to reflect the merged data. Affected users may lose visibility of all previously linked licenses. Confirmed to affect group/shared accounts (e.g., core facility accounts).

Solution

1. Investigate whether the affected account was recently merged with another contact record in the backend CRM/admin system.
2. Verify that the license records are still intact and associated with the correct contact in the backend.
3. If the merge caused the MyNoldus link to break, re-associate the licenses with the correct account.
4. Perform a double-check on the login to ensure licenses are now visible.
5. Ask the user to log out and log back in to confirm licenses are restored.