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.

TIP

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

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.

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