The Builder Portal logs you out after a period of inactivity. When this happens, the page does not refresh or visually change — your session expires silently in the background, with no countdown or warning. If you step away and return to a page you were editing (such as a job specification or estimate), the screen may still appear active. However, when you attempt to save or process something, the system returns an error because the session has already expired.
Tip: Save your work regularly while using G.J. Software. Leaving a page open with unsaved changes for an extended period risks losing that work when the session expires. In some cases, if another user edits the same record while your changes are unsaved, it can trigger an optimistic locking conflict that may overwrite or discard your edits.
This article covers the most common causes of session-related issues and provides step-by-step solutions to resolve them.
Common causes
Unexpected logouts are typically caused by one or more of the following:
Browser cookie settings — Your browser is configured to block or delete cookies, which removes the session data required to keep you logged in.
Cached data conflicts — Outdated or corrupted cache files interfere with the authentication process.
Outdated browser version — An older browser version may not handle session tokens correctly.
Antivirus or security software — Some antivirus programs delete cookies or clear browser data as part of their protection routines.
Two-step verification prompts — You have not marked your device as trusted, causing the system to require re-authentication on each visit.
Many of these issues can be prevented by following browser maintenance routines. For more information, see Browser Optimization: Best Practices for Speed and Security.
Quick fix: Hard refresh
If the portal appears to be loaded but is unresponsive or displays stale data, try a hard refresh before anything else. A hard refresh bypasses the browser cache and forces a full page reload.
Windows / ChromeOS: Press Ctrl + Shift + R or Ctrl + F5
Mac: Press Cmd + Shift + R
If the page reloads and prompts for login, sign in normally. Any unsaved work on the previous page is lost.
Browser-related solutions
Most session issues are caused by browser configuration. The following are the most common fixes. For detailed step-by-step instructions on each of these, see Browser Optimization: Best Practices for Speed and Security.
Enable cookies
The Builder Portal requires cookies to maintain an active session. If the browser blocks or deletes cookies, the session cannot persist. Ensure cookies are allowed for all sites, or at minimum that third-party cookies are not blocked during normal browsing sessions.
Note: Some antivirus or internet security software automatically deletes cookies as part of its protection features. If cookies appear to reset after enabling them, check the antivirus software settings and add the Builder Portal URL to the exceptions list.
Clear the browser cache
Outdated or corrupted cached data can interfere with the login process. Clear all browsing data (history, cookies, and cached files) for All time, then close and reopen the browser before logging in again.
Note: Clearing cookies removes saved settings and sign-in data for all previously visited sites. You may need to re-enter credentials for other websites after performing this step.
Update the browser
An outdated browser may not handle session tokens correctly. Check for pending updates in the browser's Help > About menu and install any available updates.
See Google Chrome support: Update Google Chrome for Chrome-specific instructions.
Sign in with Google
G.J. Software uses Google SSO for authentication. There is no separate "remember me" option on the login page. The Google account itself remains signed in on the device, and the portal remembers which Google account was last used; however, users are still required to select their Google account each time they open the Builder Portal. Enabling Auto Sign-in in the browser's Google password settings can reduce friction when reconnecting after a session expires.
See Google Chrome support: Manage passwords for Chrome-specific instructions.
Add the device as a trusted computer
If your account uses two-step verification, each login from an unrecognised device triggers an additional authentication prompt. Marking a device as trusted eliminates this extra step on future logins.
Two-step verification is currently required for:
- Members of the Franchisor Team.
- Any user with administrative-level access in the Google Admin console.
It is not currently enforced for all franchise office accounts, though this may change in the future.
Log in to the Builder Portal from the device to trust.
When the two-step verification prompt appears, complete the verification step.
Select the Don't ask again on this computer checkbox before confirming.
Click Next or Verify to complete the sign-in.
The system remembers the device and does not prompt for the second verification factor on future logins.
Important: Only mark personally controlled, secure devices as trusted. Shared or public computers should not be added as trusted devices.
If the issue persists
If session issues continue after completing the steps above:
Try logging in from a different browser or device to determine whether the issue is environment-specific.
Verify that no browser extensions (such as privacy or ad-blocking tools) are interfering with cookies or session storage.
Check that the device's system clock is accurate — significant time discrepancies can cause session tokens to expire prematurely.
Contact the Franchisor Support Team with the browser name and version, operating system, and a description of when the issue occurs (e.g., after a specific action, after a period of inactivity, or immediately upon login).