Knowledge Base

Problem

The user believes they have a MyNoldus account but support cannot locate one under their known email address. The user may have been told by the system that they do not have an account, or they may not be seeing expected license or download information.

Details

Occurs when a user has never completed the MyNoldus registration process, when their account exists under a different email address, or after a platform migration to MyNoldus 2.0 where legacy accounts were not carried over. Affected users may be entirely new to the platform or may be returning users who previously accessed software or licenses through another method.

Solution

1. Search the Noldus system for the user's name and any known email addresses.
2. If no account is found, direct the user to create a new account at https://noldus.com/register using the email address on file with Noldus.
3. If the registration confirmation email does not arrive, send the registration link directly to the user's known email address.
4. Once the account is created, ensure the license owner invites the new account to share license access if applicable (see related article: 'New Lab Member Needs MyNoldus Access to License Owned by PI').
5. If an account is found under a different email, inform the user and direct them to log in or reset their password using that address.