There can be several reasons why your session (suddenly) ended.
The most common causes are explained here.
Multiple sessions
Your account/license has been used on another device or browser. There can only be 1 active session. The most recent login will end the other active session. Good to know is that you can have 1 active browser and 1 active mobile session.
If more people use the same account (seat), make sure that additional licenses are available to your organization. Your administrator can easily do this via the portal.
1. Log in via the portal.
2. Click on the name of your organization in the navigation bar on the left.
3. Click on 'Subscription' in the navigation bar.
4. Change the number of users/employees (licenses/seats)
Password or security has been changed
You or the administrator have:
- changed the password or two-factor authentication option. This has ended the active sessions and you need to log in again,
- or you/the administrator has ended all or a specific active session (revoked) in the session log of your profile,
- the administrator or Incontrol has performed a security update and all running sessions have been revoked as a result.
Inactivity
Inactivity for a long period of time automatically (for security reasons) terminates your session after 90 minutes.
What happens now?
Rest assured. If your session has ended unexpectedly, this does not mean that you have lost your current work. By logging in again, you can continue where you left off.
However, if several users work with the same account (license/seat), there may be situations in which data is overwritten by another session with that same account. For example, if both are working in the same form. If you have any questions about this, or if you would like to purchase additional licenses, please contact the Helpdesk using our ticket system.