Knowledge Base

Problem

A user is unsure which Observer XT (or related Noldus product) licenses are currently associated with their email address or institution, particularly after a long period of inactivity, staff changes, or when multiple people share a license account.

Details

Licenses may be registered under a primary account holder's email rather than a co-user's email. Co-users may be listed on licenses without having a separate license registered to their own email. After periods of inactivity or staff turnover, it can be unclear which licenses exist, their version, and their NoldusCare status. This is a recurring support and account management question.

Solution

1. Contact Noldus support and provide the email address(es) you believe may be associated with a license.
2. Noldus support can look up all licenses registered to those email addresses and any licenses for which you are listed as a co-user.
3. Support will confirm: the product name, license number, current version, and NoldusCare expiry status for each license.
4. If you are a co-user on someone else's primary license (e.g., a supervisor or PI), your email may not appear as the primary registrant — provide the name or email of the primary account holder to assist the lookup.
5. If licenses are found and you need to transfer ownership (e.g., due to staff changes), contact Noldus support or sales to update the account information.
6. To activate or use the license, you will need the license number and activation key — support can confirm whether these can be re-issued if the original documentation has been lost.