Cradle

Troubleshooting

Your session has expired

If Cradle shows 'Your session has expired', just sign in again from the welcome screen. Nothing's broken, your sign-in token has aged out.

If Cradle pops up a Your session has expired message and sends you back to the welcome screen, you don't need to panic. Nothing is broken, no data is lost, and you don't have to ask your admin to do anything. Sign in again and you're back where you were.

What it means

Cradle keeps a sign-in token from Google or Microsoft so you don't have to retype your password every day. Tokens have a lifetime, and they can also be invalidated by changes to your work account. When that happens, Cradle drops you back to the welcome screen and tells you the session has expired.

You'll commonly see this after:

  • You changed your Google or Microsoft work-account password recently.
  • Your IT admin reset your multi-factor enrolment, or you set up a new authenticator.
  • Cradle has been left running idle for a long stretch without activity.
  • A device-trust or conditional-access policy has just been rolled out at your organisation.
  • Your computer slept for a long time and woke back up.

Any one of these can invalidate the stored token. Cradle notices on the next sync and sends you back to sign in.

What to do

  1. Click Log in with Google or Log in with Microsoft on the welcome screen, matching the work account you normally sign in with.
  2. Approve any multi-factor prompt from Google or Microsoft. The prompt comes from your identity provider, not from Cradle.
  3. Cradle drops you back on the dial pad.

Your call log, your contacts, your routing, and any in-progress voicemails are all still in place. Cradle re-pulls them as soon as you sign in.

If you can't get back in

If the welcome screen accepts your sign-in but then loops back to itself, or the sign-in fails, the issue isn't a plain expired session, it's something else. Three places to go next:

  • The work-account password isn't working in a browser either. Recover your Google or Microsoft account first. See I can't sign in to Cradle.
  • Browser sign-in works fine but Cradle loops. Local stored credentials are stale. The fix is to clear the keychain (macOS) or Credential Manager (Windows). See What do I do if Cradle won't log in?.
  • You see "user is not authorised" after signing in. Your admin has removed you from the organisation. Ask them to re-add you, then sign in again.

If sessions keep expiring

If you find yourself seeing Your session has expired more than once a week, something on your machine or in your work account is invalidating the token more often than it should. Likely causes:

  • Two computers fighting each other. If you're signed in on two computers, signing in fresh on one can knock the other out. See Signing in on multiple devices.
  • A stale local credential cache. A corrupted keychain entry can fail to refresh the token cleanly. Follow the keychain / Credential Manager steps in What do I do if Cradle won't log in?.
  • A short token lifetime set by your IT admin. Some organisations configure their work accounts to force re-authentication often (every few hours or every day). That's a policy decision and your IT admin owns it.

If none of those fit and the prompts persist, email help@cradle.io with your work email address, how often the prompt appears, and any pattern (every morning, after lunch, after sleep). Cradle support is open Monday to Friday, 8:30 am – 5:00 pm New Zealand time.

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