Why do private help center users get logged out?
Private help center sessions last up to 7 days, but a user is logged out sooner if their login tokens expire first. The login cookie lasts 7 days, but the session also depends on the access and refresh tokens behind it. If those expire before the cookie does, the user must sign in again on their next visit.
How sessions are refreshed
While the help center tab is open, Plain refreshes the access token in the background and the session stays alive. When a user returns after being away, Plain tries to renew the session with the stored refresh token. If it is still valid, the user is signed in without a prompt. If it has expired, they are sent to the login page.
To stay logged in, users can keep the tab open or return before the refresh token expires. Bookmarking the help center URL also helps: arriving directly, rather than through a redirect, makes sure the refresh flow runs.
Can I change the session length?
No. There is no setting for session length, and the 7-day window cannot be adjusted per workspace.
If users are logged out more often than expected, contact Plain support to check your help center configuration.