Password suddenly stopped working

If you're a regular user of Our Cat Herder and your password has suddenly stopped working, here are a few pointers to help you troubleshoot the issue.

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Having an Admin user remove your user from the system and re-add is highly unlikely to fix the issue.

Login details (both email and password) must match exactly otherwise you will not be able to login. In 95% of cases where users cannot access Our Cat Herder either the email or the password being tried is incorrect, even though you may be certain you are typing these details correctly the Our Cat Herder system requires what is typed to match exactly the login credentials it has stored.

If you are using a password manager be sure to verify that the password saved is the correct one. Previously there have been users who thought that they had correctly saved their password to the password manager but had not. 99% of the time the password has been saved correctly in the password manager, but it is worth checking just in case.

Are the cookies in your browser turned on?

If you've recently been browsing a website where you needed to turn off cookies (eg: news sites with free article limits), have you remembered to turn them back on again? Or perhaps you disabled them without meaning to?

https://www.cookiesandyou.com/disable-cookies/ will show you how to disable cookies in your browser. Simply follow the reverse to enable them or at least it will show you where to look to make sure cookies are on.

Have you cleared your browser's cache?

Sometimes browsers just get "confused" or hold onto old data - clearing or resetting the cache makes sure that your browser will have the latest information from Our Cat Herder.

Visit https://www.refreshyourcache.com/en/home/ for more details on clearing your browser's cache.

Are you using a browser that is up-to-date or compatible with Our Cat Herder?

We recommend you are using an up-to-date web browser on your device. You can check the browser you are using and if it is the latest version at https://updatemybrowser.org/ or https://www.whatismybrowser.com

If you are using Internet Explorer 11 - yes this is technically the latest version of this browser - but it will not work with Our Cat Herder.

Try a different browser

If you are having trouble logging in, try using a different browser. This can help determine whether the issue is specific to your current browser's settings, extensions or cached data.

You can read more about Our Cat Herder and web browsers here.

I receive a message saying "Please check your credentials"

Check your email address is correct

Check with your portal administrator which specific email they have used and ensure you are using that one exactly.

Sometimes your portal admin may have made a mistake or used another email you have (such as your personal one). A common gotcha is if you typically use first name.lastname@email.com but you are inputting namelastname@email.com (without the dot in between) then the OCH system will not grant you access because, even though you might receive email to both, from the Our Cat Herder system's point of view they are completely different addresses.

Check you are not stuck in a login loop

If you are using a saved bookmark or link (or a link in your email program) to navigate to the portal login this might be creating a login loop.

To ensure you are not stuck in a log in loop head directly to www.ourcatherder.com then click the "Sign In" button on the top right side. Try logging in.

Check your password is correct

If the email is correct but you still get the error then the password you are typing in is incorrect.

Remember, the passwords for Our Cat Herder are case-sensitive. So double check you are typing it correctly.

If you have forgotten your password you will need to reset it via https://ourcatherder.com/forgot

If that email does not arrive, see My password reset email has not arrived.

Due to the complexity of passwords required by Our Cat Herder it can be difficult to remember them (especially if it is different to your other passwords). Therefore we highly recommend the use of a Password Management program such as Dashlane, 1Password or Google Password Manager. Some of these have a free tier for personal use, while others cost as little as $1 per month. A password manager can help you easily generate and store a unique password that will meet the password complexity requirements that Our Cat Herder has.

Check your password manager

If you use a password manager, verify that:

• The new password was saved correctly after you set it. Some password managers require you to manually confirm the save.
• The password manager is filling in the correct entry. If you have multiple Our Cat Herder accounts or similar entries, the wrong credentials may be auto-filled.
• Try copying the password from your password manager and pasting it directly into the password field to rule out typing errors.

If you do not use a password manager but your browser offers to save passwords, check that your browser's autofill is not entering an old or incorrect password. You can verify this by clearing the password field completely and typing the password manually.

Check your browser cookies and cache

This error can also be caused by cookie issues in your browser. Make sure cookies are enabled and try clearing your browser's cache and cookies. See the cookie and cache sections above for more details.

"Corporation not found" error

If you see an error message such as "Corporation not found", this typically means your browser is not sending the authentication cookies that Our Cat Herder needs.

Fix for Safari users:

Safari blocks cross-site cookies by default, which can prevent Our Cat Herder from working correctly.

1. Open Safari Settings (or Preferences on older versions)
2. Go to the Privacy tab
3. Ensure Prevent cross-site tracking is unchecked
4. Ensure Block all cookies is unchecked
5. Go to the Advanced tab
6. Ensure Use advanced tracking and fingerprint protection is unchecked
7. Close and reopen Safari, then try logging in again

If the issue persists after these changes, try a different browser to determine whether the problem is Safari-specific.

Fix for other browsers:

• Make sure cookies are enabled for ourcatherder.com
• If you use a browser extension that blocks cookies or tracking (such as an ad blocker or privacy extension), try disabling it temporarily for ourcatherder.com
• Try using a private/incognito window — if login works there, a browser extension or cached data is likely causing the issue
• Try a different browser — if the issue persists across browsers the problem may not be browser-related

Check browser extensions

Browser extensions can interfere with Our Cat Herder's login process, even if they work fine on other websites. Extensions that block cookies, scripts or tracking are the most common cause.

Extensions known to cause issues:

• Ad blockers — such as uBlock Origin, AdBlock Plus or AdGuard
• Privacy/tracking blockers — such as Privacy Badger, Ghostery or DuckDuckGo Privacy Essentials
• Script blockers — such as NoScript or ScriptSafe
• VPN browser extensions — some VPN extensions can interfere with cookie handling

To test whether an extension is causing the issue, try disabling all extensions temporarily or use a private/incognito window (which typically disables extensions by default). If login works, re-enable extensions one at a time to identify which one is causing the problem.

For more troubleshooting steps, see Activation Troubleshooting.

I can login, but get an account not verified message

If you navigate to https://ourcatherder.com/forgot and follow the reset process this should allow you to become verified, set a password and login.

If the email does not arrive, see My password reset email has not arrived. An account that has never been activated receives the original invitation, not a password reset.

My password reset email has not arrived

A reset email is sent only after you finish the request on the forgot-password page. Typing an address and leaving the page does not send anything.

How to request the reset

1. Go to https://ourcatherder.com/forgot.
2. Enter the email address on the Our Cat Herder account. If you are not sure which address that is, ask your portal admin for the exact email listed next to your name.
3. Complete the Cloudflare security check on the page. Wait until it shows a green tick. Send link to email stays grey until that check finishes.
4. Click Send link to email. Stay on the page. Do not close the window as soon as you click.
5. The request has gone through only when the page shows Email Sent, with the address you entered in bold.

The page then asks you to wait 60 seconds before you can request another one. Delivery can still take a few minutes after that, and sometimes up to five.

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Email Sent means Our Cat Herder accepted the request. The page also says the message is sent only if that address belongs to an account. A wrong address still shows Email Sent, and nothing is sent.

What to look for

• The message is from Our Cat Herder (notifications@ourcatherder.com).
• The subject is Password reset request.
• Check the inbox for the address shown on the Email Sent screen, then junk, spam, and any quarantine folder.

If Email Sent appeared and nothing arrived

1. Use the exact address on the account. Ask your portal admin for the email listed for you. A work address and a personal address are different accounts. So are firstname.lastname@… and firstnamelastname@…. Both can deliver to the same mailbox, but Our Cat Herder treats them as different addresses. A missing or extra dot is enough.

2. The reset goes to the primary login address. A second address on the account does not receive the link. You can start the request with a secondary address only when that address is allowed for login, and the message still goes to the primary one. If the secondary address is not allowed for login, the page can show Email Sent and send nothing. Ask your admin which address is the primary one, and check that inbox.

3. Check spam, junk, and quarantine for Our Cat Herder or notifications@ourcatherder.com.

4. Work or school email. A filter can block or hold the message before it reaches your inbox or spam. Ask IT whether mail from notifications@ourcatherder.com, or a message with the subject Password reset request, has been blocked or quarantined.

5. You may have been sent a different email. If the account has never been activated, Our Cat Herder sends the original invitation instead of a password reset. Look for You've been added to your portal name, or Please verify your email, and follow that message. Your admin can resend the invitation from the Members list (the envelope icon next to your name).

6. Turn off blockers and try again. Ad blockers, privacy extensions, and script blockers can stop the security check, so no email is sent. Turn them off for ourcatherder.com, or use a private window or another browser. Request the reset again and wait until Email Sent appears.

If Send link to email never becomes clickable

The security check did not finish, so no email was sent. The button stays grey until the Cloudflare check shows a green tick.

1. Disable ad blockers, privacy extensions, and script blockers for ourcatherder.com, or try a private window or another browser.
2. Complete the check and wait for the green tick.
3. Click Send link to email and stay on the page until Email Sent appears.

If it still fails

• Ask a portal admin to open your member page and click Send Password Reset. That button is available once the account is activated. If it is not activated, ask them to resend the invitation instead.
• Contact support@ourcatherder.com. Include the exact email address you used, the portal name, whether Email Sent appeared, and the browser you are using. See Still having trouble? for the full list of details to send.

Still having trouble?

If none of the above steps resolve your issue, contact Our Cat Herder support at support@ourcatherder.com. Include the following details to help us assist you faster:

• The email address you are trying to log in with
• The name of the portal you are trying to access
• The browser and device you are using — if you are unsure, visit whatismybrowser.com. The site will detect your browser and system details automatically. You can then copy your unique URL from that page and paste it into your email to us, or use the site's "Send to Tech" button to email the details directly to support@ourcatherder.com
• A description of the error message or behaviour you are seeing
• Any steps you have already tried

Related

• Account Activation Troubleshooting — help with activation, verification codes and first login issues
• Member Quick Start Guide — full activation walkthrough with screenshots