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User guide · Help

17 Troubleshooting

Try these checks before writing to us.

Passengers cannot see the vehicle

  • Has the driver started the trip? Check Active trips on the Overview.
  • Is location permission on in the driver's phone? If the driver app shows "Location permission denied" or "Location is turned off", turn it on in the settings.
  • Is the vehicle in the delayed location list? The phone may have weak signal, or battery saving may be restricting the app.

The driver sees "Awaiting company owner approval"

Approve the person's link in Drivers with Approve. If it says "approved – waiting for vehicle and route assignment", assign a vehicle and route to the driver in Vehicles.

"Wrong username or key" or "invalid QR"

  • Keys are case-sensitive; check the spelling.
  • If the QR code was renewed or the key changed, the old code no longer works. Get the current QR code from the panel again.
  • Joining is not possible while the company is suspended.

The location updates slowly

On the driver's phone set Route Driver's battery use to "Unrestricted" and allow it to run in the background. Do not swipe the app away from the app list.

No approach notification

  • Has the passenger chosen a stop in the Routes tab and turned on Approach notifications?
  • Is the phone's notification permission on?
  • Is the stop in the trip's direction (outbound/return)? Notifications come only on trips in that direction.
  • If the stop is more than 100 metres from the route line, no notification or estimate is produced; move the stop closer to the line.

A passenger's pickup point is not in the list

The suggestion may be waiting in the Pickup requests card on the Passengers page. Check it on the map and approve or reject it.

A planned trip shows "Not started" but the vehicle is on the road

The trip may have been started on another route, or with a different vehicle than the one named on the timetable row. A trip is matched if it starts at most 45 minutes before or 120 minutes after the planned departure.