This guide helps resolve common login issues across SuperCat Solutions products.

Common Login Issues #

That Action Is Not Permitted #

When signing in, some users see "That action is not permitted." This message is intentionally generic for security reasons. It usually means your login session is out of sync with your permissions — it does not mean your username or password is incorrect.

Why This Happens

• Wrong app or context: trying to open Admin Console instead of eCat Online, or vice versa.
• Multiple organizations: your browser may be signed into another account or organization.
• Old or shared bookmark: the link might include a page reference you don't have access to.
• Cached session: your browser may be holding onto an old login state. You need to clear your cache and cookies.

Quick Fixes

• Open a new incognito or private window and try logging in again.
• Go to your app's home page first (Admin Console or eCat Online), then navigate as you normally would.
• Avoid bookmarked or shared links that might include a "returnUrl" from someone else's session.
• If you belong to multiple organizations, ensure you're signed into the correct one.

Note: If your credentials were incorrect, you would see "Not authorized for that organization" or a password prompt instead.
 

Incorrect Credentials #

Issue: Entering the wrong username or password.

Solution:

• Verify you're using the correct credentials.
• Usernames and passwords are case-sensitive.
• If using email, ensure it's unique to your account.
   

Forgotten Password #

Solution:

1. Click "Forgot Password" on the login page
2. Enter the email address associated with your account
3. Follow the instructions in the reset email

Not receiving the password reset email: Check your Spam or Junk folder in case they ended up there? You may also want to add our email to your contact list or whitelist noreply@supercatsolutions.com to ensure our emails go directly to your inbox in the future.

Network/Connection Issues #

Issue: Unable to connect to the server.

Solution:

• Ensure you have a stable internet connection.
• Test your connection by opening a web page.
• Check firewall settings if on a corporate network.
• Contact your IT department if issues persist.

Disabled Account #

Issue: You see the message "This account has been disabled."

What this means: Your account has been disabled by an administrator for this organization.

Solution:

• Contact your administrator to re-enable your account.
• If you're an administrator, check the "Users" section in Admin Console to verify the account status.

Redirected to Enrollment #

Issue: After entering the correct credentials, you're redirected to an enrollment page instead of logging in.

What this means: Your user account exists, but you don't yet have access to this organization. You need to complete the enrollment first.

Solution:

• Complete the enrollment process on the page you were redirected to.
• Contact your administrator if you believe you should already have access.

Redirected to eCat Online Products #

Issue: After logging into Admin Console, you're redirected to eCat Online products page instead of the admin dashboard.

What this means: Your account doesn't have permissions to access Admin Console features. You may only have access to eCat Online.

Solution:

• If you need Admin Console access, contact your administrator to grant appropriate permissions.
• If you only need eCat Online access, this is expected behavior.

Email Uniqueness Requirement #

Issue: You see "Invalid Credentials. If you entered an email address, make sure it is unique to your account."

What this means: You're trying to log in with an email address that is associated with multiple user accounts. The system requires unique email addresses for login.

Solution:

• Use your username instead of your email address to log in.
• Contact your administrator if your email needs to be unique to your account.

Not Authorized for That Organization #

Issue: You see the message "You are not authorized for that organization."

What this means:

Your login credentials are correct, but you don't have access to the organization you're trying to access. This happens when:

• You're trying to access a different organization's portal.
• You were removed from an organization.
• You're using a URL for an organization you don't belong to.

Solution:

• Verify you're using the correct URL for your organization.
• If you belong to multiple organizations, make sure you're accessing the right one.
• Contact your administrator to confirm you have access to this organization.
   

Suspended Organization #

Issue: You see a message that "The account for [Organization Name] has been suspended" or "This account has been suspended."

What this means: The organization's account has been fully suspended. Users cannot log into eCat, eCat Online, or the admin console when an organization is fully suspended.

Solution:

• This is an account-level issue that requires administrative action.
• Contact SuperCat Solutions support or your organization's administrator
• The suspension must be lifted by SuperCat Solutions before login access can be restored

Note: There are two types of suspensions: "sync suspended" (updates are paused but login still works) and "fully suspended" (login is blocked). Only fully suspended organizations prevent login.

Product-Specific Access #

Tip: Always confirm your company's branded SuperCat URL. Many portals are customized per client.

For Administrators #

Admin Console Access #

Issue: Unable to access Admin Console.

Solution: Ensure you have been granted administrative privileges. Contact SuperCat Solutions support if needed.

Still Need Help? #

If the steps above don't resolve your issue, contact support and include:

• The URL shown in your browser's address bar
• A full screenshot of the page, including the message and URL
• Whether you were using Admin Console or eCat Online
• If you belong to multiple organizations, which one were you trying to access

This information helps us pinpoint the cause quickly.