MyNoldus registration and password emails: Troubleshooting

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Waiting on a MyNoldus email that just won't arrive is one of those small things that can completely block your day, whether you're trying to register a new account, confirm your address, or reset a forgotten password. The fix is almost always quick once you know where to look. This page walks through the most common reasons our emails don't reach you and what to do about each one.

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First, check spam, quarantine, and filters

Before anything else, it's worth doing a thorough sweep of the places automated emails tend to land:

  • Spam or Junk folder. This is the most common culprit by far. Search for "Noldus" or "MyNoldus" to spot it quickly.
  • Promotions, updates, or other tabbed inboxes. If you use Gmail or a similar provider, the email may have been sorted away from your main view.
  • Institutional quarantine. Universities, hospitals, and research institutes often run their own spam filters on top of your inbox. Sometimes our emails are held there before they ever reach you, your IT department or a quarantine notification email can release them.
  • Inbox rules and forwarding. If you've ever set up a rule that auto-archives or forwards messages, double-check it isn't catching ours.

If you do find the email in spam, click "Not spam" or mark Noldus as a trusted sender so the next one comes straight to your inbox.

Make sure you're using the right email address

This is the second thing to check, and it trips up more people than you'd expect. Our emails are sent to the exact address you (or your license owner) entered. If there's a mismatch, you'll be watching the wrong inbox.

A few specific things to verify:

  • Are you registering with the address your lab uses on the license? If your PI invited you using your @university.edu address but you're trying to register with a personal Gmail account, the system won't connect the two.
  • Did you type it correctly? Typos in long institutional addresses are easy to miss. If you can, ask whoever sent you the invite to confirm the exact address on file.
  • Do you have multiple work addresses? Researchers often have a primary address plus aliases (e.g. firstname.lastname@ vs. f.lastname@). Our system treats these as different accounts.
  • Have you recently changed institutions? An old address may no longer forward, or may be inactive entirely.

If you suspect the address on file is wrong or out of date, that's something we can update. See the support section below.

What to do if no email arrives

You've checked spam, you're confident about the address, and there's still nothing. Here's what to try, in order:

  1. Wait a few minutes. Most emails arrive within seconds, but during busy periods or institutional filtering, a short delay (up to about 10–15 minutes) is normal.
  2. Request the email again. From the registration or password reset page, trigger a fresh send. Sometimes the first one genuinely doesn't go through.
  3. Try a different browser or incognito window. Cached form data or autofill occasionally sends a slightly different address than the one you see on screen.
  4. Ask your IT department to check the mail logs. If our emails are being blocked or quarantined at the institutional level, only IT can release them or whitelist our domain. You can let them know our emails come from Noldus.

If none of these work, don't keep retrying endlessly, go straight to the fallback path below.

What if you're not the license owner?

If you're a researcher, student, or assistant joining a lab's existing license, you'll only receive a registration or invitation email after the license owner has added your address to their license in MyNoldus.

So if no email has arrived and you haven't yet been invited:

  • Check with whoever in your lab manages the Noldus software (often a PI, lab manager, or senior researcher).
  • Confirm the email address they used to invite you — and make sure it matches the address you're checking.
  • Ask them to resend the invitation if it's been a while or if you can't find the original.

If the license owner has retired, changed email, or never set up a MyNoldus account themselves, you won't be able to get an invite from them directly. In that case, head straight to the support fallback below, we can help untangle the ownership and get you access.

Still no luck?

If the above doesn't help, talk to Noldi, our chatbot in MyNoldus. Noldi can help you troubleshoot or loop in our support team if something needs to be updated on our side (a wrong address, an inactive account, a license that needs transferring).

Even if you can't get into MyNoldus yet, Noldi is available from our website, so you don't need an account to start a conversation. We'd rather hear from you sooner than have you stuck, most email issues are sorted in a single back-and-forth.