Knowledge Base

Problem

The user cannot log in to MyNoldus and receives the error 'These credentials do not match our records.' When they request a password reset, no email arrives (including in junk/spam folders).

Details

This typically occurs when the email address used to log in does not match the one registered in the system, or when the account was never fully completed during registration. It may also occur after a platform migration (e.g., to MyNoldus 2.0) where old accounts were not automatically transferred. Affected users may have previously had working accounts.

Solution

1. Ask the user to confirm the exact email address they are using to log in.
2. Check the Noldus system for an active account under that address and any alternative addresses associated with the user.
3. If an account exists under a different email, inform the user of the correct address and direct them to reset their password at https://noldus.com/forgot-password.
4. If no account exists (e.g., after a platform migration), direct the user to register a new account at https://noldus.com/register.
5. If the account exists but the reset email is still not received, verify the registered email is deliverable and, if necessary, escalate to the webmaster to trigger a manual reset or re-send the reset link directly.