Quick Answer

Your account logs out because MyOperator allows only one active browser or device session per user credential; signing in elsewhere instantly ends the previous session and can trigger fresh OTP verification, especially if shared credentials, cookie clearing, or OTP-rate limits are involved.

1. Single Active Session Rule

MyOperator enforces a strict Single Active Session Rule. When the same phone number and password are used to sign in on a second browser, computer, or mobile device, the first session is terminated without warning and the user is returned to the login screen.

2. 30-Day Device Trusting

After you enter your password and the required 4-digit OTP on a new browser, that browser is trusted for 30 days. You will not be asked for another OTP on that device unless you do one of the following:

• Log in from another device or browser, which ends the earlier session.
• Clear your browser cookies or use Incognito/Private mode, resetting trust.
• Share the same credentials with another team member who signs in elsewhere.

3. Common Causes of Forced Logouts

• Shared Login Credentials: Every additional sign-in by another user instantly revokes the session that was already active.
• Session Inactivity Timeout: A web panel left idle for 8 consecutive hours automatically expires and logs out.
• Clearing Cache or Using Incognito: Either action removes the 30-day trust cookie, so the next action requires a fresh OTP.
• Exceeding OTP Request Limits: Each account may request a maximum of 7 OTPs in any rolling 24-hour window—5 by SMS and 2 by voice call. Requesting an 8th OTP triggers an automatic 24-hour security lockout.

4. Assign Individual User Profiles

Issuing dedicated credentials to every employee prevents session clashes and eliminates most surprise logouts.

1. Log in at in.app.myoperator.com as an Administrator.
2. Select Manage Users from the left menu and confirm you have an available Pro-License seat.
3. Click Add New, then enter the staff member’s unique mobile number and work email.
4. Toggle Pro License to ON, choose their role (Administrator, Manager, or Call Agent), and click Save.
5. Ask the new user to sign in with their phone number so OTPs route directly to their device.

5. OTP Rate Limits and Security Lockouts

If you hit the 7-OTP limit (5 SMS + 2 calls) within 24 hours, the account is locked for 24 hours. Support can initiate an OTP bypass or engineering reset when necessary, but the limit exists to block brute-force attacks.

6. When to Contact Support

If team members cannot log in or are not receiving OTPs by either SMS or Call:

• Email support@myoperator.com or call 08129-81029 or 092129 92129.
• Provide your Business Account Number (BAN), the affected mobile numbers, the browser or device model, and screenshots of any error messages such as “Account Blocked” or “Unable to generate OTP”.

7. What Support & Account Management Will Do

• Support Team Verification & Guided Diagnostics: They check the BAN or Service Number, audit Manage Users for shared credentials, advise that a password reset may take up to 24 hours to clear cached sessions, and, if needed, trigger an OTP bypass or raise an engineering ticket.
• Account Manager Hand-off: If all Pro-License seats are already allocated, the support agent tags the assigned Account Manager, who then reaches out to quote additional seats, offer plan upgrades, or discuss enterprise licensing.
• Technical Escalation: For persistent authentication locks or carrier-wide OTP delivery failures, the support team creates a Child Ticket addressed to Internal Tech Support in Zoho Desk (status “Tech Support Awaited”) or emails tech.support@myoperator.co, attaching the BAN, Service Number, user mobile number, browser/device details, and exact error codes or banner screenshots.

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