Sometimes library staff will attempt to request an item on behalf of a patron and receive the "invalid password" error message. 

The usual cause of this situation is that the patron has updated their password/PIN in the ILS, but ComCat hasn't refreshed this information yet. There has to be a match between the patron's ILS password/PIN and their ComCat password/PIN for any requests placed in their name to go through. The patron should log into ComCat using their barcode and new password/PIN.  This will refresh the ComCat data and staff will be able to request on their behalf again.

If the patron does not remember their ILS passwordPIN, staff will need to reset it for them.