Troubleshooting

Solutions to common issues you might encounter while using Herp-Ops.

Login & Authentication Issues

I can't log in / "Invalid credentials" error

Possible causes:

• Incorrect email or password
• Account registered with a different sign-in method (Google vs. email/password)

Solutions:

• Double-check your email address for typos
• Try the "Forgot Password?" link to reset your password
• If you signed up with Google, use the "Sign in with Google" button

I'm not receiving the password reset email

Solutions:

• Check your spam/junk folder
• Wait 5-10 minutes - emails can be delayed
• Verify you entered the correct email address
• Try requesting another reset email

"Session expired" error

Your login session has timed out for security reasons.

Solution: Simply refresh the page and log in again.

Data Not Loading / Blank Pages

The dashboard or reptile list is empty

Check:

• Have you added any reptiles yet? Click + Add Reptile to get started.
• Does the page say "Loading..."? Wait for data to load.
• Any error messages in red? See the error-specific solutions below.

Photos not displaying

Possible causes:

• Slow internet connection
• Temporary AWS S3 issue
• Pre-signed URL expired (photos expire after 7 days of inactivity)

Solutions:

• Refresh the page to generate new photo URLs
• Check your internet connection
• If issue persists, contact support

Charts not rendering

Requirements:

• You need at least 2 weight entries for charts to display
• JavaScript must be enabled in your browser

Solutions:

• Add more weight entries to populate the chart
• Try refreshing the page
• Clear browser cache and reload

Upload Issues

Photo upload fails

Check:

• File size must be under 10MB
• Supported formats: JPG, PNG, GIF, WebP
• You have a stable internet connection

Solutions:

• Compress the image using an online tool or photo editor
• Convert to JPG if using an unusual format
• Try uploading again after checking your connection

"Upload failed" error

Solutions:

• Wait 30 seconds and try again (temporary server issue)
• Refresh the page and retry
• Try a different browser
• Contact support if the issue continues

Feeding Schedule Issues

Schedule status not updating after logging a feeding

Solution: Refresh the page. The schedule should recalculate based on the new feeding log.

Schedule shows "OVERDUE" but I just fed

Cause: You logged the feeding, but the date is in the past beyond the schedule frequency.

Solution: This is correct behavior. The next due date will now be calculated from the date you entered, not from today.

Can't create a schedule - "Error saving"

Check:

• Did you enter a frequency (in days)?
• Is your internet connection stable?

Solutions:

• Verify all required fields are filled
• Try again after refreshing the page

Performance Issues

App is slow or laggy

Solutions:

• Close unnecessary browser tabs
• Clear browser cache and cookies
• Disable browser extensions temporarily
• Try a different browser (Chrome recommended)
• Check your internet speed

Page keeps reloading or flickering

Possible causes:

• Browser extension conflict
• Unstable internet connection

Solutions:

• Disable ad blockers and privacy extensions
• Try incognito/private browsing mode
• Switch to a wired connection if possible

Export Issues

Export download not starting

Check:

• Pop-ups are allowed for app.herpops.com
• Browser download settings aren't blocking files

CSV file opens incorrectly in Excel

Solution: Use "Import Data" in Excel instead of opening directly. This allows you to specify column formats and separators.

Browser-Specific Issues

Safari (macOS/iOS)

• Enable "Prevent Cross-Site Tracking" exception for app.herpops.com
• Allow cookies for the app

Firefox

• If Enhanced Tracking Protection is on "Strict", add app.herpops.com to exceptions
• Disable "Delete cookies when Firefox is closed" for this site

Mobile Browsers

• Herp-Ops is optimized for desktop but works on mobile
• Use landscape orientation for better layout
• Some charts may be harder to read on small screens

Billing Issues

Payment failed

Check with your bank:

• Card has sufficient funds
• Card is not expired
• International transactions are enabled (if outside US)
• Card supports online/recurring payments

Subscription not showing as active after payment

Solution: Wait 1-2 minutes and refresh. If still not updated, contact support with your receipt.

Still Need Help?

If you've tried these solutions and are still experiencing issues: