Help! I can’t log into Catalyst
…and the password reset isn’t working!
It’s pretty irritating when you can’t remember your password to a website. And the frustration only mounts when you request a password reset… and the email never arrives.
Let’s take a look as to why that might happen.
Email Accounts and Your Assessment
Each assessment has two email addresses that can be associated with it. The first is the email address where the assessment invitation is sent. In a corporate environment, this is usually the respondent’s work email address.
The second address is called the “learner account email”. Before any assessment is completed, the respondent must create a “learner account”. This protects the assessment from being viewed by someone you happens to have the original Access Code.
The Most Likely Culprit: Email Account Mismatch
Most often, if you don’t receive a password reset email, it’s because the learner account was created under an email account that was different than the one the email invitation was sent to.
If you try and log in using the wrong email account, the system will not send a password reset because there is no associated account. If you do the password reset using the correct, learner account email address, you will receive the password reset email and be on your way!
How to Determine the Learner Email Account
If You’re an EPIC Admin
Log into EPIC and pull up the record up of the person having the issue. You will see that there are two email address fields for each record: “email” and “learner account email”. The address they should be using to do the password reset (and to log in!) is the the “learner account email” field.
Note that this field cannot currently be edited in EPIC. If the respondent misspelled their learner email, please contact us to have it reset.
If You’re an End User
If you can remember which email address you used to create your Catalyst account, try using that one for the password reset. If you aren’t sure, contact your DiSC Administrator.
If you are unsure who to contact, scroll all the way to the bottom of the Catalyst screen and find the email address under “Other questions?”
If All Else Fails…
If you’re sure the learner account email isn’t working (or if it’s misspelled!), then you will need to contact Catalyst Support via email or call them at +1 763-762-9025 (in the US; see the bottom of the Catalyst page for other international numbers).