Troubleshooting
Signing in, If a page goes wrong, Scanning a Cage Card, Can’t find something?, Setting things up, Working as intended, Send feedback, contact, report a bug, supportWhat to try when SnekLog won’t load, a link has expired, or something isn’t where you expect
On this page
Signing in
“That username or email and password don’t match”
Why: one of the two has a typo, or the password is an old one. Try your email instead of your username, or the other way around, or select reset your password at the end of the message.
“Too many login attempts. Please try again later.”
Wait 15 minutes, then try again. If you’re not sure of the password, select Forgot password?
The confirmation email hasn’t come
Why: it can take a few minutes, and it may have gone to spam or junk.
- Wait a few minutes, then check your spam or junk folder for an email from [email protected]
- Check the address on the Confirm your email card. If it’s wrong, choose Use a different address
- Select Send it again, and use the link in the newest email
Still nothing? SnekLog sends up to 5 an hour. After that, wait a while before asking again. If it never comes, see I still can’t get in.
“That link has expired”
Why: a confirmation link works for 24 hours, and only for the address it was sent to. A password reset link works once, for an hour.
- Choose Send a new link. If the card shows Sign in instead, sign in first
- For a password reset, ask for a new one with Forgot password?
SnekLog signed me out
A sign-in lasts 24 hours, or 30 days with Keep me signed in on this device. Changing or resetting your password also signs out your other devices.
I still can’t get in
Send feedback is inside SnekLog, so it only works once you’re signed in with a confirmed email.
If you cannot log in, write to the address below. Say what the screen shows, and include the username or email you sign in with.
If a page goes wrong
“SnekLog hit a snag”
SnekLog hit a snagIt's been reported. Reload to carry on, or go back to Home.
Something went wrong inside the page, and SnekLog has already reported it. If Reload brings the card back, select Home and try once more from there.
“SnekLog is offline right now”
SnekLog is offline right nowIt's on our end, not your connection. This page checks again every 30 seconds. You're still signed in.
SnekLog itself can’t be reached for the moment. Leave the page open, or choose Try again to check immediately.
“You’re offline”
You're offlineCheck your connection. This page carries on by itself once it's back. You're still signed in.
SnekLog detects you do not have an internet connection. Some phone browsers show their own “no connection” page instead of this card.
Scanning a Cage Card
“Not in your collection” or “Reptile not found.”
Why: the card belongs to an animal that isn’t in the account you are currently logged in to, or one that has since been deleted.
Verify that you are logged into the correct account. In Settings, the Account row shows which account you’re in.
A scan opens the sign-in screen
The browser your camera opened isn’t signed in to SnekLog. Sign in, and SnekLog carries on to the animal’s Quick Actions.
Can’t find something?
Where’s the View Cages/Racks page?
It’s Select & Log now, in Home’s + menu.
The Photo Gallery has no way to add photos
Photos are added from the animal’s Photos tab, or Add a photo in its + menu.
Quick Feed isn’t on Home
Quick Feed is on the animal’s Dashboard and on Quick Actions, for any animal in the collection with a usual meal on record. To feed several at once, use Select & Log or the Daily Food List.
Feeding isn’t in Events & Categories
Its types are your food types, in Settings, Food.
Setting things up
“Name already in use. Please use another.”
Why: a name can only be used once, regardless of case. Event types and food types share one list across every category, and cages share one across every room.
- Look to see if the name has been used elsewhere
“No food sizes match this food type.”
A food type offers the sizes whose names contain its first word, so add a size with that word in Settings, Food. More in Food settings.
Working as intended
Selecting outside a dialog doesn’t close it
Most dialogs close only from their own buttons or Esc, and none closes by accident once you’ve typed something. More in Dialogs, Undo and deleting.
An animal that refused is still due
A refused meal counts as tried, not eaten, so the due date stays where it was. If the animal is marked Fasting, a refusal will also move the date. More in Reminders and due dates.
A sold animal is never due
Only animals in the collection are ever due. Animals out of the collection keep their history, but their care reminders will be off.
The In shed filter shows animals in pre-shed
Home’s Needs filter takes in every stage of a shed under In shed. Pre-Shed is included.
Send feedback
Send feedback is at the foot of the sidebar. Select the kind of message if desired, then describe what you did and what you saw. You can report a bug, suggest an idea, ask a question, or point out a page of this guide that doesn’t match the app. The form accepts text only. It requires a signed-in account with a confirmed email (if you can’t get that far, see I still can’t get in).
Thanks, that's sent means the message went straight to the developer. Thanks, we've got it means it has been saved for the developer to read.
What goes with your message
Your username, account number and account email address are sent with the message, so a reply can reach you. The form shows the address on a line that begins Replies come to.
When Include this page and my device details is checked (the default), the form also sends the screen you had open, the app’s version, your device and browser, the window’s size and your local time. Each one is listed before you send. These details are most useful when reporting a problem.
Related pages
Checked against the app on .
Something here doesn’t match the app? Use Send feedback in SnekLog.