Hubspot login - always asking to re-login

[AVickers]

Hello

We use Hubspot sales free version integrated with office 365 outlook

Hubspot has just this week started asking users to re-login multiple times each day

Up until last week, we would only need to refresh our login  details maybe once a month

[joshuac]

Hi @kvlschaefer,

I am currently trying to help out a client who is using Hubspot and this issue that the thread is covering is happening to them. I saw your answer that an internal change was made and was wondering if the same change can be made on our side to help with the client that we manage as their IT department. 

Thanks,

Josh

[BérangèreL]

Hi @GFourie and all,

Thank you for reaching out to the Community!

I'm sorry to hear about your experience regarding this.

I would like to apologize for the frustration this has caused.

1. I checked internally and you (in your portal, under settings / security / on the "settings and activity" tab) can determine how long a session is active for.
The maximum amount of time is 24 hours. This means that if a user is inactive for more than 24 hours they will be logged out.

2. The "remember me" option will allow a user to go 28 days without logging in assuming they are never inactive for more than the session length set in the portal.
Each place you login is a different session that would be logged out due to inactivity.

3. As for the Outlook logouts, here is the expected behavior and it is dependent on what each of the users is using:
Users using the Outlook desktop extension will be prompted to login after being offline for over 24 hours - such as Outlook being closed, their system being put to sleep/being turned off.
This is expected behavior unless the user is being prompted to login within those 24 hours when they have been actively using Outlook.
Even if the user is selecting the "Remember me" setting, this will not override the 24 hour inactivity policy. The 28 days session (of the "remember me" option) will only work if the user remains active throughout, which is unlikely due to weekends, holidays, etc.

If this is not the case for you, please send me as much detailed information as you can so that we can investigate this for you.

Thanks a lot.

Best,
Bérangère

[JAaron0]

This happens multiple times throughout the day, even when you are on your computer all day and logged into Outlook with the application open all day. It's not only happening when the computer goes to sleep or is inactive for 24 hours. It's maddening. It's causing people not to use the system. Fix it please. 

[DanaIrvine]

It is not working correctly then. Mine is set to 24 hours, and I use the system all day until around 5pm, and have to log back in even if i simply close my browser and go back in immediately. .

[BérangèreL]

Hi @DanaIrvine, @FrankTT and @BHetrick,

Thank you for your messages!

To be able to investigate this internally for you, can you please send me (by private message) the following information:

- Your portal ID
- Your user name (that is experiencing the issue)
- Where you are experiencing this issue (the app, the sales extension etc.).
- We would also need to know how you access HubSpot, are you closing your browser between sessions? Do you have cookies set to be cleared when you close your browser?
- Can you reproduce in different browsers? On different networks?
- Can you also please grab a HAR file of you being logged out?

Thanks in advance!

Best,
Bérangère

[DiamondPrefin]

I have always had this problem with HubSpot, even at different companies I've used HubSpot at since 2018.  A simple Google search indicates to me that this is a huge, widespread issue affecting hundreds, if not thousands of users daily (sometimes even multiple times a day).  Over the past few years, I've followed everything that HubSpot support suggests, and nothing helps.  This problem persists across all PCs at my company and affects browser sessions as well as the Windows tray app.  It is infuriating for all of my employees (half of them refuse to use HubSpot because of this issue, which vastly lessens the value of HubSpot at my company) and I am ready to toss HubSpot out altogether.  Even while writing this note, a HubSpot window popped up to let me know it was time to log in again, as if HubSpot has no clue that I was ever logged in.  This is not fun!!!!!

[Hildegaard]

Agree

[IntlDeli]

I am having the same issue with my account as well. Can you help me like you did for AVickers?

[DanaIrvine]

sam efor me. every day i need to login and i am not clearing my history.

[WEBIV]

Same - every day.  Requires the login and my 2FA.  I have gone through the allowlisting process and adding the safe sites, and checking save login - no luck.  

[SMcEachan]

HubSpot contunually asks for 2FA even after I select "remember me on this device"

[BérangèreL]

Hi @SMcEachan,

Thank you for reaching out to the Community!

I can see in this article "Set up single sign-on (SSO)" that if you click "Remember me", you only have to do 2FA if you are on a new device or after 6 months.

Can you confirm that this is not the case for you please?

- How often does the 2FA is being prompted?
- After which actions do you usually get the 2FA?
- Have you cleared the cache?
- Or were you on a different browser?
- Are other users experiencing this as well?
- Since when do you have this issue please?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

Thanks,
Bérangère

[GFourie]

This issue is clearly very common, we should not have to login to the outlook add on every time we open outlook. That's the whole point of the remember me check box. What is the point of selecting remember me, if hubspot keeps forgetting. Please just fix it. 

[BérangèreL]

Hi @GFourie,

I am sorry to hear about your experience regarding logging in.

 To be able to investigate this internally for you, can you please send me (by private message) the following information:

- Your portal ID
- Your user name (that is experiencing the issue)
- Where you are experiencing this issue (the app, the sales extension etc.).
- We would also need to know how you access HubSpot, are you closing your browser between sessions? Do you have cookies set to be cleared when you close your browser?
- Can you reproduce in different browsers? On different networks?
- Can you also please grab a HAR file of you being logged out?

Thanks in advance!

Best,
Bérangère 

[Hildegaard]

What should I send you if I want you to investigate the Outlook extension plugin?

[FrankTT]

The issue is still open, the "Backend Fix" had no impact here. We have no SSO integration with M365, but are asked every day for both, Outlook sales plug-in and the browser-based login to login-in again. 

2FA seems to work correctly, I need to provide the second factor only very occationally or if I happen to open Hubspot in a new or private browser.

Outlook and many other applications provide a "Remember me" setting, which applies to the basic login requirement, and NOT to the requirement of providing a second factor.

If Hubspot cannot remember users as this function implies, it'd better to remove it as it triggers user expectations that it not fulfills. Of course, having the functionality working as users expect would be the preferred solution. Thank you!