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Why Was I Logged Out of the Hub, and How Do I Avoid It During an Active Situation?

This article explains why the Hub logs users out after a period of inactivity and what you can do to reduce the risk of losing access during an emergency. This is for all Hub users, especially team leads monitoring crews in the field.

 

Right now, the Hub does not send you a warning before logging you out for inactivity. You'll only find out when you try to click something and get sent back to the login screen. We know this is frustrating, especially during an active check-in or SOS event, and we've flagged it as a gap to fix. In the meantime, this article covers what's happening and how to protect yourself against it.

Why the Hub logs you out

The Hub automatically lock your account after roughly 90 days of inactivity. This is a security measure, not a bug. It protects your account and your team's location and messaging data if you step away from your computer and forget to log out, especially on a shared or public device.

This is a different issue than a failed-login lockout, which happens after too many incorrect password attempts. If you're seeing an "Unsuccessful Login" message instead of getting logged out mid-session, see Why Am I Seeing an "Unsuccessful Login" Error?

How to reduce the risk during an emergency

  1. Keep a second admin logged in and active. If more than one person on your team has Hub access, have a backup admin available during high-risk operations. That way, one session timing out doesn't cut off your only window into crew status. See How to Create Additional Users in the Hub if you need to set this up.
  2. Interact with the Hub periodically. Clicking into a device record, refreshing a map, or checking a message thread every few minutes keeps your session active. Leaving the tab open without touching it will still time out.
  3. Rely on your other notification channels as a bridge. Multi-channel alerts (email, SMS, push) will still reach you even if your Hub session has expired. If you get logged out, those channels can tell you whether the situation is escalating while you log back in. See How to Set Up Multi-Channel Notifications to make sure yours are configured.
  4. If you get logged out mid-emergency, log back in immediately. Your session data and crew locations are not lost. You'll pick back up right where you left off once you're back in.

What we're working on

We're reviewing options for warning users before a session times out, so you have a chance to stay logged in during active situations. [Status/timeline to be confirmed before publishing]. If this is affecting how your team manages emergencies, let your account manager know. That feedback directly shapes what we prioritize next.