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Frequently Asked Questions

I am not able to register or change my password, what are the password strength guidelines?

While creating a new account, changing the password or resetting the password, please follow the password strength guidelines.

Why I am not able to register on the NUCLEUS registration page?

When registering a new NUCLEUS Account, please ensure sure you have completed all the mandatory fields. These fields are marked with an asterisk (*). After you have completed all the fields correctly and clicked on the I Accept button, you will see a message  Registration successful. Please activate your account by clicking on the link provided in the email you will receive. If you do not see this message, check for error messages on the registration page. These will explain why you have not been able to register your new NUCLEUS Account.

Please note that it is not possible to create two NUCLEUS accounts for the same email address. The system will also prevent you from choosing a user name that has already been taken by another user. You can visit Account Registration help page for further ifnormation.

Why can I not sign in immediately after registering on NUCLEUS?

Before signing in to NUCLEUS for the first time, you must activate your NUCLEUS Account. After successful registration, NUCLEUS will send an email to your registered email address Click on the activation link contained in the email to activate your account. This 2-step registration process ensures that every NUCLEUS account is associated with a valid email address and that you can reset your password via email in case you forget it.

Why did I not receive activation email to my NUCLEUS Account?

In case you don't receive confirmation email after registration, please check your spam mail before contacting us.

Why is my Chinese name not shown correctly in the NUCLEUS top bar?

By default NUCLEUS supports UTF-8 encoding. If you have Chinese characters in your display name, please change the encoding in your browser to Chinese Simplified (HZ) when browsing the NUCLEUS Portal.

How can I request access to a protected NUCLEUS resource?

In order to be granted access to a protected NUCLEUS resource, you need to request such access from the owner of the relevant website. To do this:

  • Click on the Contact Us link at the bottom of any NUCLEUS Portal page.
  • Select the support topic Access Related - Specify and use the Message box to specify the name of the resource that wish to access, together with a justification for the request.

Click on the Send Message button. Your request will be sent to the NUCLEUS Contact Point and you will shortly be informed about the status of your request. The resource owner may contact you directly to discuss your request.

Why am I not able to sign in to NUCLEUS using my username and password?

There are various reasons why your NUCLEUS username and password might not be working: e.g. the account may be disabled, your password may have expired or your credentials might be wrong. See the Sign In and Out help page for a list of possible reasons and their solutions.​

My account has been disabled after a couple of failed logins, what do I do?

After 20 unsuccessful login attempts, your account will be temporarily locked for twenty minutes. During this time it will not be possible to sign in, even with the correct credentials. This is done for security reasons, in order to discourage malicious attempts at password guessing. Your account will be automatically re-enabled after 20 minutes and you will be able to login again with the correct credentials.​