Members are occasionally signed out of the mobile app. This is a normal part of session management and is usually nothing to worry about. This article covers why it happens and what to do if the logouts become frequent or unexpected.
Why logouts happen #
There are three common reasons the app ends a session and asks for a fresh sign-in:
- Security updates: periodic updates to the app's security or session-handling can require a fresh login on the next launch.
- App updates or device changes: installing a new version of the app, switching phones, or updating the phone's operating system can each trigger a logout.
- Connectivity issues: a weak or unstable internet connection can interrupt the session check that runs in the background, which the app handles by signing the member out and prompting a fresh login.
These logouts are expected and help protect the member's account.
What to do about frequent or unexpected logouts #
If a member is being signed out more often than a typical update cycle would explain, work through these steps in order:
- Confirm the app is on the latest version from the App Store or Google Play.
- Check that the device is on a stable internet connection. Switching between Wi-Fi and cellular mid-session can interrupt session validation.
- Restart the device. This clears stuck network state that can trip session checks.
- If logouts continue after the above, sign out manually, reinstall the app, and sign back in.
When to escalate #
If the same member is still being signed out repeatedly after the steps above, contact ASF support at clientsupport@asfpaymentsolutions.com or (301) 304-8841. Include the member's username, the device and OS version, the app version, and roughly when the logouts started so the support team can correlate against any recent security or platform updates.