Who is this article for?

Administrators who want to quickly find answers to common questions about signing in to Ideagen Hub.

Hub Administrator permissions are required.

This article aims to answer the most commonly asked questions around signing in to Ideagen Hub. 

1. Welcome emails

I am not receiving any welcome emails.

Try following the below steps in order:

• Are other emails being received?
  Ask your IT administrator if emails from app@hub.ideagen.com are blocked or filtered.
• Is the email address correct?
  Ensure the address is accurate and uses the correct domain, e.g. @company.com vs @company.co.uk.
• Is the user Active in Hub?
  Only Active users get welcome emails. If unsure, toggle the user to Inactive and back to Active in User Management to resend the email.
• Is the user a Standard User?
  Welcome emails may be disabled for Standard Users. Check Admin Console > Communication Settings. Changing this won't send emails to existing users. To send manually, use the mail icon in User Management..

2. Forgotten password emails

I am not receiving any emails with the code to reset my password.

Try following the below steps in order:

• Are you receiving other emails?
  Ask your IT administrator if emails from app@hub.ideagen.com are being blocked or filtered.
• Is your Hub email address correct?
  Double-check for typos, especially if your organisation uses different domains (e.g., @company.com vs @company.co.uk).
• Does Hub request an email for password resets?
  Hub treats email addresses as case sensitive. Confirm the exact email in User Management. For example, john.doe@abc.com is different from JohnDoe@abc.com.

Use a consistent, lowercase format for all usernames and emails. If you don't need to keep user history, contact support to delete and recreate existing accounts using your standard format.

• Does Hub request a username for password resets?
  Since Hub Release 6.0.0 (3 February 2026), usernames don't have to be email addresses. Check the exact username in User Management.
  For example, the username may be john instead of john.doe@abc.com. Usernames are not case sensitive.