Q. Why am I getting a “Fatal Error” message when I click the Sign Up button?
A. Pet Partners is aware of this issue and is actively working on the problem. Please use the contact us page to request personalized assistance.
Q. Why am I getting a “Stronger security is required” message when I try to log in?
A. Pet Partners websites and the linked Training Center operate under encryption to protect your personal data. The computer or Internet browser you are using to log in do not meet the security requirements necessary to support the encryption. Please contact your technical support person for assistance with making the necessary updates to your system. Pet Partners is not able to assist with this issue as it’s specific to your system.
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. This means you have already entered your information to set up an account before. However, account setup is not complete until you set your password. After you enter your account information, the website sends an email to you with a link to set your password–if you’ve never seen this email, or never used the link in it, your account setup is incomplete. This is easy to fix! Click the pink Login button under Returning Volunteers, and click the Forgot Your Password? link. We understand you haven’t forgotten anything; however, if you click this link you will receive another email with a password reset link. Even if you have never set a password, the email will still refer to a password “re-set,” which is okay. If you don’t see this email in your inbox, be sure to check your junk and spam folders!
Q. I already have login credentials to the retired website. Why don’t they work on the new website?
A. The current website is built on different technology from the retired website. For security reasons, we cannot “recycle” your login credentials from the retired website. You’ll need to set up a login on the current website by filling out the form under the Create a Volunteer Account header. Don’t worry–as long as you create your account using the same email address we use to email you, we’ll know you’re already a volunteer, and once you’ve set up your login you’ll see all your registrations.
Q. I am setting up my account, but when I click the link emailed to me to set up my password, I see a login screen instead of a set password screen. How do I set my password?
A. This is a known error that is affecting some logins. Pet Partners is working to fix this. In the meantime, there is a workaround you can use to set your password. Just below the space where you type your password on the login box, there is a link that says “Forgot Your Password?” We understand you haven’t forgotten anything; however, if you click this link, you will receive another email with a password reset link. Click the link in the most recent email, and you will be taken to the set password page instead of the login page. In the event that this does not work, please contact us for personalized assistance.
Q. I set up my account and everything looked great, but now I can’t remember my password to the new website. 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. Why do I see a Salesforce.com screen when I login?
A. The website uses Salesforce.com technology to show you your registrations and information. Don’t worry, you’re in the right place. Pet Partners is working to make this login page look a little more like our website, but rest assured you are signing into the Pet Partners website.
Q. I click the Login button, enter my login information on the blue login page with the cloud, and am taken back to the login page. So I click Login, enter my information, click login and end up on the log in page again . . . why is this looping?
A. The most common cause for this error is that you are blocking cookies. A cookie is used by your internet browser to “remember” that you have logged in. Please enable cookies to fix the problem. If enabling cookies does not fix the problem, instead of clicking the pink Login button the second time, hover over the Volunteer Menu at the top of the page and select the Volunteer Center link from the drop down menu. This should direct you to the welcome page.
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!