Troubleshooting login issues

Common login problems and how to resolve them in Visualcare, including session timeouts, SSO issues, and random logouts

This page covers the most common login and session issues you might encounter in Visualcare.

Random logouts when switching applications

Users sometimes report being logged out unexpectedly when switching between browser tabs or applications. Common causes include:

Cause	Details
Session expiry	Visualcare sessions expire after a period of inactivity. If you never explicitly log out, the session eventually times out in the background
Two-factor authentication (2FA) re-prompts	If 2FA is enabled, switching contexts can trigger a re-authentication request that appears as an unexpected logout
Same-account kickout (historical)	Older versions of Visualcare would log out a user if the same account signed in from another device. This feature has been disabled, but if you still experience it, contact support

To reduce unexpected logouts, log out explicitly at the end of each session rather than closing the browser tab. This prevents stale session tokens from causing issues on your next login.

SSO (Single Sign-On) login loop

If you use Microsoft SSO and get stuck in a login loop or a 2FA screen without a QR code:

1. Disable SSO temporarily

   An administrator opens the user’s profile in User Group Security settings and disables SSO for that user.

2. Complete manual setup

   The user signs in with a standard password and completes 2FA setup (scanning the QR code).

3. Re-enable SSO

   Once the user has signed in successfully, the administrator re-enables SSO for the user.

This happens because the system expects an SSO login flow but the user has not completed 2FA setup, causing authentication to fail.

Incorrect username or password

If you cannot log in with your credentials:

• Check for extra spaces in the username field, especially on mobile
• Ask your administrator to reset your password
• If using Vworker, uninstall and reinstall the app after a password reset if the issue persists

Account locked or suspended

If your account has been suspended, you will not be able to log in. Contact your organisation’s Visualcare administrator to check your account status. See Suspending and deleting users for how administrators manage this.

Related articles

Logging in

How to log in to Visualcare

Resetting password

How to reset your Visualcare password

User group security

Configure user group permissions