Who is this article for?

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

Hub Administrator permissions are required for access to Admin Console.

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 email address set up in Admin Console, User Management is accurate and uses the correct domain, e.g. @company.com vs @company.co.uk. You
• Is the user Active in Hub?
  Only Active users get welcome emails. If unsure, ask your administrator to check the user status in Admin Console, User Management. You might want to use the filter to see if there are any deactivated users.
• 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. Forgot/Reset password

I noticed that the reset password code was sent to an email or phone number I don’t recognise.

There's no need to worry. If someone enters an incorrect username or email while trying to reset their password, they will still see a message saying that a passcode has been sent to a specific email or phone number.

This is an intentional security feature called "Prevent User Existence Errors".

Prevent User Existence Errors is a security design to keep it unclear whether a username or email exists, helping to protect against malicious attacks.

What you will need to do is to confirm you have entered the exact username or email that you have been using to log in to Ideagen Hub. Follow the below steps to determine whether you should enter a username or email.

• Check on the login screen to see if you have been specifically asked for an Email.
  Hub treats email addresses as case sensitive. An administrator can check for the exact email for the affected user in Admin Console, User Management. For example, john.doe@abc.com is different from JohnDoe@abc.com.
• Check on the login screen to see if you have been specifically asked for an Username.
  Since Hub Release 6.0.0 (3 February 2026), usernames don't have to be email addresses. An administrator can check for the exact username for the affected user in Admin Console, User Management.
  For example, the username may be john instead of john.doe@abc.com. Usernames are not case sensitive.

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).
• Check on the login screen to see if you have been specifically asked for an Email.
  Hub treats email addresses as case sensitive. An administrator can check for the exact email for the affected user in Admin Console, 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.

• Check on the login screen to see if you have been specifically asked for an Username.
  Since Hub Release 6.0.0 (3 February 2026), usernames don't have to be email addresses. An administrator can check for the exact username for the affected user in Admin Console, User Management.
  For example, the username may be john instead of john.doe@abc.com. Usernames are not case sensitive.

3. Reset password passcode

Below are a few common challenges you might come across when entering the code to reset your password.

• Are you getting a regular expression error?
  This error happens if there’s an extra space at the start or end of your passcode when you copy and paste it. 

• Are you getting an invalid verification code error?
  This error occurs when the passcode you entered doesn’t match the one we sent to your email.

Please enter only the digits from the email (for example, 658893), without any extra characters before or after. Make sure not to include any additional spaces or line breaks from the email. If needed, you can click Reset password again to get a new code. If the issue persists, you might want to try using a different browser or device, or get in touch with support.