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Resolving Authentication & Session Issues

This guide provides store staff and managers with operational steps to resolve sign-in delays and expired session alerts in Cashy-Hub.

Issue 1: "Initializing session..." Screen Hangs

Cause

Cashy-Hub is unable to establish a secure connection with the central Cashy authentication service, typically due to a local store network interruption or temporary service maintenance.

Resolution

  1. Check Local Network: Confirm that your counter workstation has active internet access.
  2. Hard Refresh Browser: Press Cmd + Shift + R (macOS) or Ctrl + F5 (Windows) to reload the application cache.
  3. Verify Central Service Access: Check whether colleagues at other counter workstations can access Cashy-Hub. If multiple terminals are affected, report a potential network or central system outage to your branch manager or IT support.
  4. Clear Browser Cache: Clear temporary cookies and browsing data in Google Chrome, then restart the browser.

Issue 2: Session Expired / Immediate Redirect to Login

Cause

To safeguard customer KYC records and store financial ledgers, user sessions automatically expire after a period of inactivity, requiring the operator to re-authenticate with the central Cashy system.

Resolution

  1. Re-enter Credentials: Enter your corporate username and password on the login page to start a new active session.
  2. Verify System Clock: Ensure your workstation date and time are synchronized with your local time zone, as time discrepancies can cause security tokens to be rejected.
  3. Check Account Permissions: If repeated login attempts return to the sign-in screen, contact your system administrator to verify that your user account is active in the central Cashy user directory.