Why was I signed out of the app?

First, the important reassurance

Signing out — expected or not — never deletes your photos. They live in the app's own storage on the device and are untouched by session changes. Sign back in and everything is where you left it.

The three usual causes

1. Your email address is not verified

If you created your account but never clicked the verification link, the app signs the session out when it next starts and returns you to the welcome screen. Log in there and use the Resend Email option if you need the link again.

2. Your subscription has ended

If the store says your subscription has ended, the app signs you out when you next return to it ("Your subscription has ended. Please sign in again to renew.") and shows the subscription screen when you sign in. If it simply can't confirm your subscription for more than 24 hours, you see the subscription screen but are not signed out. If you have paid, tap Restore Purchases there; if a renewal payment failed, fix it in the App Store or Play Store subscription settings.

3. Offline longer than the grace window

The app allows 24 hours of fully offline use from its last successful online check. Beyond that it signs out when it next starts or resumes, and you will need a connection to sign back in. This is the closest thing the app has to an "inactivity" logout — there is no short idle timer; you are never signed out for merely leaving the app closed overnight with signal available.

Not a cause: updated terms

When we update the Terms and Conditions or Privacy Policy, the app shows the new version over your projects and asks you to accept it, at sign-in or the next time the app starts, and at every start until you do. It never signs you out for this, and a check that fails on a poor connection doesn't count against you. If accepting shows "Your acceptance couldn't be saved. Please check your connection and try again.", that is the connection, not your account: try again with a bar of signal.

Rarer causes

• Account scheduled for deletion. If the account was deactivated (a deletion request), login is blocked with a clear message. If you did not request deletion, contact support immediately — accounts are recoverable within 30 days.
• A genuine defect. If you are signed out repeatedly with good signal, a verified address and an active subscription, that is a bug. Tell support which phone you are on, the app version (on an iPhone: Settings → General → iPhone Storage → Buildsnapper; on Android: Settings → Apps → Buildsnapper), and roughly when it started.

If it happens on site

Getting signed out while standing on a plot with photos to take qualifies as urgent. Do not reinstall the app or clear its data — that would delete unsent photos. Contact support, choosing "Evidence at risk on site", and we will jump on it.