Boost recurring donations this giving season with the upsell prompt!A staff member's session ends after a period of inactivity. When it does, the next thing they tap returns them to the sign-in screen.
This is normal and is a security measure — a device left on a table at a public event should not stay signed in to your Soapbox account indefinitely.
What to do
- Sign in again with a username and password, or with a passkey.
- Carry on.
Nothing that was already saved is lost. Guests who were checked in stay checked in, and payments that completed are recorded.
Was anything in progress lost?
A donation or an order that had not yet been paid for has to be re-entered. A payment that had already gone through is safe — it was recorded at the time.
Note: If a session ended part-way through collecting a payment, check before retaking it. Ask the payer whether they saw a confirmation, or check your Stripe dashboard. See The payment went through but the sale didn't save.
Reducing how often it happens
Sessions end through inactivity, not elapsed time, so a staff member working steadily is not interrupted. It tends to affect a device that sat idle between the check-in rush and the auction.
- Ask staff to add a passkey so signing back in takes a second rather than a fumbled password. See Signing in with a passkey.
- On a shared device, treat it as the natural moment to confirm who is now holding it.
If it happens constantly
Repeated sign-outs within a few minutes are not normal. Check the device's connection — an intermittent network can look like a session problem.
Related articles: