There are a few possible reasons why the CATALYST® password reset email may not be reaching you:
1. Emails are in junk mail folders.
Sometimes messages can get identified as junk mail and hidden from your Inbox.
- Check any junk mail or "clutter" folders you may have for the message. The email sent out to confirm your account has the subject line "Reset password".
- To help messages get to you, be sure to add "omnipress.com" as well as the association's email domain to your "safe senders" list. If you're not sure how to do this, your organization's Information Technology department should be able to help.
2. Organization or government is blocking the messages, or the password reset form.
Communication or parts of CATALYST may be blocked by organizations with high security network policies. This is most common with government, military, universities and hospitals.
- Try using a different web browser to request the password reset. This might be enough to work around the issue.
- As your organization's security policies are outside our control, you would need to work with your Information Technology (or ITIL) department to permit messages from "omnipress.com" to reach you.
- Using a personal email address instead of a professional one may be a workaround.
3. Wrong email address.
If you have more than one email address, are you certain you're trying to sign in with the correct one?
- Did you use a personal email address instead of a professional one?
- Has your email address changed since you last used the submission system?
4. You do not have an account in CATALYST.
This is a separate system from your association membership or event registration. You need to create your own account.
- On the sign in screen, click Create New Account set up your account.
5. Website is not CATALYST.
Your browser address bar should have an address that starts with "https://catalyst.omnipress.com/". If the address starts with something else, you are not in the CATALYST system.
If the website address in your browser includes "____.zendesk.com"
You are in the Zendesk technical support ticket system. This is not the CATALYST submission system, and a Zendesk account is not the same as a CATALYST account.
- Please go back to the original website or email for the event and look for a link to create a submission.
6. Your account needs to be confirmed.
After registering for an account, CATALYST sends a confirmation email to the email address you used to create the account. You just need to click the link in the message to complete the signup process.
This is to make sure someone isn't creating an account without your knowledge, and to verify you entered your email address correctly.
If you haven't received the confirmation email:
- Check any junk mail folders for the message.
- If you are at work or school, talk to your IT helpdesk about finding the message and allowing all email from omnipress.com to reach you as a "safe sender".
7. Account is locked out.
After several failed attempts at signing in, for security reasons the system locks your account for a period of time. You can come back in an hour and your account should be unlocked again.
- CATALYST technical support has no way to unlock your account. You have to wait until the system unlocks it automatically.
If you are still having trouble signing in, submit a request and a technical support person can assist you. Technical support staff can't view your current password as it is stored securely.