The most common causes of a parent being kicked out during the update process is:
  • Their internet connection changing. If they switch from Wi-Fi to Cellular for example, then our security detects an unusual situation and logs the parent out to protect the information. Similarly, if they activate or deactivate a VPN service, that would cause the session to be reset.  Parents should remain on the same internet connection throughout the process.
  • Loss or unstable internet connection.  If the internet connection is lost, the family won't be able to continue with the request.  
  • They exceed the 60 minute time limit.  While completing the request, if this limit has been exceeded, they will be logged out.  
  • Navigating away from the page.  If the family navigates to another web page while completing the request, they will be logged out and will have to start from the beginning again.