Why Can’t I Log in?

Q. I received a new password for the password reset but I can’t remember it/type it in correctly so I can’t log in. Why can’t I have an easy to remember password?

A. When you receive the password reset email and click on it the page automatically generates a very secure password for you. You do not have to accept this password, before clicking the reset password button on the page simply highlight the provided password and replace it with one of your choosing.

Q. I enter my information to create a new account, and I get an error message that says “A user account already exists with that email address. Please enter a different email address,” but I’ve never logged into the website before. Why am I getting this error message?

A. Either you have set up an account in the past or an account has been set up by someone with whom you share an email address.  Please try the “Forgot your password” link to generate a new password for the account set up with your email address. If, after you log in, you see that the name displayed is not your name, you will need to create an account using a different email address.

Q. I already have login credentials on the website.  Why don’t they work?

A. As of July 2018 all website account holders need to reset their passwords please try resetting your password.

Q. I set up my account and everything looked great, but now I can’t remember my password.  How do I find my password?

A. Pet Partners can’t send you the password you created; for security reasons, we don’t know it. This is an important security feature for online logins.  However, you can reset your password by clicking the “Forgot Your Password?” link under the space where you type your password on the login screen at any time. You can also use this link if you simply wish to change or update your password.

Q. What are the guidelines for choosing my password?

A. It must be eight characters, and have at least one letter and one number.


I Can Log In, But Things Don’t Look Right

Q. I set up my login and it works, but when I log in I don’t see any of my registrations as a team, evaluator, or instructor.  Where did my registrations go?

A. If you used an email address different from the one Pet Partners uses to email information to you, you may have created a new, empty account in our system. Don’t worry, we still have all your records; however, you should repeat creating your login using the email address we have on record for you.  Then, please use the Contact Us form to let us know about the empty account you created so we can remove it. You can also use the Contact Us form if you’re unsure of which email address we have on record for you.

Q. I log in, but I see another person’s name and registration.  Why is that?

A. If you share an email with someone else who is a Pet Partners volunteer (such as a friend or a family member), the login setup may have found them instead of you. Every Pet Partners volunteer must have a unique (not shared) email address to set up an account; this is a function of how the system works and isn’t something we can change. Please use the Contact Us form to give us a new email address you aren’t sharing with anyone. We’ll make the adjustment and then you can create your account. In the meantime, show your friend or family member how helpful you were by letting them know you’ve set up their account for them!

Q. I just got my acceptance letter, hooray! Why don’t things look different when I log in?

A. If you asked the website to remember you it remembers you with your old (pre volunteer) permissions. Please log out and then log in again to refresh your view.