Overview
This article assists in understanding and troubleshooting common login error messages.
Errors can include:
- "Your email and secret key do not match"
- "You entered the wrong PIN"
- "Your login details don't match our records"
First check
First, ensure that you are using the login page for ORCA v4 at
You can log in by either typing in your PIN after giving the Secret Key, or by entering the Secret Key from your Safety Kit. The Safety Kit is found in the PDF (see picture below) you downloaded during the account setup.
Why does ORCA ask for my Email and Secret Key?
If ORCA is asking for your email and Secret Key, it's usually because:
- You're using a new computer or laptop. Like if you're switching from your work laptop to your personal one.
- You're using a different web browser. For example, if you're changing from Chrome to Mozilla or from Edge to Chrome.
In both cases, you need to enter your email and Secret Key to get into your ORCA vault.
What to do if you lost your Secret Key
Did you lose your Secret Key? Don't worry. Here's what you can do:
- If you're a regular user, ask your Admin or the person who owns the account to delete your account and then add you back as a new user.
- If you're an Admin, ask the account owner to do this.
After you're added back, you'll need to set up your account and log into ORCA.
What to do if you forgot your PIN
You can sign in anytime using your Secret Key from your Safety Kit. After that, you can change the PIN. Click "Add a new account" at the top of the login page, then enter your email and secret key.
