Why am I still signed in when I reopen TherapyLock?

At a Glance

If you close TherapyLock and open it again soon afterwards, you may still be signed in. This is expected and your records are still protected. TherapyLock signs you out after 30 minutes without activity, whether the tab is open or closed.

Why you are still signed in

When you sign in, your browser keeps a small, secure sign-in pass on your device. It works much as your email or online banking does when it remembers you for a short time.

That pass:

• Stays only on your device, in the browser you signed in with
• Is not your password. Your password is never stored in the browser
• Cannot be used anywhere else. On another computer, phone or browser, anyone would still need your email, your password and your two-step verification code

Closing a tab does not remove the pass. Come back within your active time and TherapyLock takes you straight back in.

The 30-minute safety net

TherapyLock signs you out after 30 minutes without activity.

• At 29 minutes a warning appears with a 60-second countdown. You can stay signed in, or add an extra 15 minutes
• Clicking, typing, scrolling or tapping counts as activity
• Closing the tab does not reset the clock. Come back more than 30 minutes later and you will be asked to sign in again
• Several tabs open? Activity in any one of them keeps you signed in

Why we built it this way

We looked closely at signing people out the moment they close a tab, and decided against it, because it would sign people out when they had not chosen to.

• On phones and tablets. Switch to another app, such as your authenticator or your email, and your device may quietly close the browser in the background to save memory. You would come back and have to sign in again
• After a browser crash or a restart, even where the browser reopens your tabs
• When opening TherapyLock in a new tab

Being signed out in the middle of writing a session note is frustrating and can risk losing work. The 30-minute limit gives strong protection without surprising you, and it behaves the same way whether your tab is open or closed.

Using a shared or public computer

If anyone else uses your computer, always sign out when you have finished. Do not just close the tab.

• Use the Sign out option in TherapyLock

Check that you land back on the signed-out screen, so you know it worked rather than assuming.

• Signing out removes the sign-in pass from that browser straight away, and ends your session on your other devices too
• Anyone opening TherapyLock afterwards will need your email, your password and your two-step verification code

We would recommend using TherapyLock only on a computer you trust, and keeping your device locked with a password or PIN when you step away.

Still worried?

If you think someone may have reached your account, sign in, change your password straight away, and contact us.

Related Articles

• Setting up, step by step — Quick start: your first hour in TherapyLock
• Finding your way around — Finding your way around TherapyLock

Still Need Help?

If you have any other questions about signing in or account security, our support team is here to help.

Email us at support@counsellingtutor.com and we will be happy to assist.