digiMall Authentication System
digiMall uses a custom JWT-based authentication system with automatic token refresh, session management, and security features like rate limiting and cross-tab synchronization.
Common Authentication Errors
Here are the most common authentication issues users encounter and their solutions:
"Your session has expired. Please log in again."
This occurs when your authentication token has expired (typically after 24 hours of inactivity).
- • Simply log in again with your credentials
- • Check "Remember Me" to extend session duration
- • Clear browser cache if the issue persists
"Too many failed attempts. Please try again in 15 minutes."
digiMall implements rate limiting: 5 failed login attempts trigger a 15-minute lockout for security.
- • Wait 15 minutes before trying again
- • Use "Forgot Password" if you're unsure of credentials
- • Contact support if you suspect account compromise
"Invalid email or password. Please check your credentials and try again."
Standard authentication failure - credentials don't match our records.
- • Double-check email spelling and password
- • Ensure Caps Lock is not accidentally enabled
- • Try copying and pasting credentials to avoid typos
- • Use "Forgot Password" to reset if needed
Step-by-Step Troubleshooting
1. Basic Login Issues
Quick Checklist:
2. Token Refresh Issues
digiMall automatically refreshes your authentication tokens to maintain your session. If this fails:
- Check Network Connection: Token refresh requires stable internet
- Clear Local Storage: Go to browser settings and clear site data
- Disable Browser Extensions: Some extensions can interfere with token management
- Update Browser: Ensure you're using a supported browser version
3. Cross-Tab Authentication Issues
digiMall synchronizes authentication across browser tabs. If you experience inconsistent login states:
Refresh All Tabs
Press F5 or Ctrl+R on all digiMall tabs
Check Browser Storage
Clear localStorage and sessionStorage for digiMall
Advanced Troubleshooting
Authentication System Details
Understanding digiMall's authentication system helps in troubleshooting:
- JWT Tokens: We use JSON Web Tokens with automatic refresh
- Session Management: Sessions include device fingerprinting for security
- Token Expiry: Access tokens expire after 24 hours, refresh tokens after 7 days
- Security Features: Rate limiting, CSRF protection, and secure cookie handling
Browser-Specific Issues
Chrome Issues
- • Clear site data: Settings → Privacy → Site Settings → digiMall
- • Disable third-party cookies blocking
- • Check if SameSite cookie policy is affecting login
Firefox Issues
- • Enable cookies: Settings → Privacy & Security → Cookies
- • Add digiMall to tracking protection exceptions
- • Disable Enhanced Tracking Protection for digiMall
Security Note
Never share your login credentials or authentication tokens. digiMall support will never ask for your password. Always log out from shared or public computers.
Getting Additional Help
If these solutions don't resolve your authentication issues:
Technical Support
+234 800 TECHHELP (Mon-Fri: 8AM-6PM WAT)
Email Support
support@digimall.ng (2-hour response time)
Prevention Tips
- Use a password manager to avoid typing errors
- Keep your browser updated to the latest version
- Don't block essential cookies required for authentication
- Log out properly instead of just closing browser tabs
- Use "Remember Me" for trusted devices to reduce login frequency