A driver cannot sign in, or sees no orders
Two different problems with the same symptom. What to check on your side before assuming the portal is broken.
These look the same to a driver — “the app is not working” — but they have different causes.
The code never arrives
The driver’s phone number is their login, so the number on their driver record must match the phone they are holding.
- Go to Settings → Drivers and open that driver.
- Read the phone number back carefully, including the country code.
- Compare it with the number the driver is actually typing.
The phone field shows the number that will actually be saved, including the dialling code and with a leading zero dropped where the country uses one. A number that looks right locally can be stored with the wrong code, and there is no error anywhere — the code simply goes to a number nobody is holding.
Also check the driver is marked Active. An inactive driver cannot sign in.
They sign in but see nothing
Then it is not a login problem — it is an assignment problem.
Check, in this order:
- Are any of the day’s orders tagged with that driver’s tag? Open Orders, pick the day, and look for their tag. No tag, no orders.
- Are you both looking at the same day? The portal shows today and tomorrow. An order for Thursday is not visible on Tuesday.
- Does the day have orders at all? If your date format setting is wrong, no day has any orders — see no orders are showing.
If a driver went off sick and you unticked Active, their orders still carry their tag and still count as assigned. Nobody else will see them. Move the tag to the driver picking up the work.
They see an order that is not theirs
Adding a driver tag does not remove the previous one, so an order reassigned in a hurry genuinely belongs to both drivers and appears on both phones.
Open the order's tags and remove the one that should not be there.
Their position on the map looks wrong or old
That is expected. Positions are sent only when the driver brings the portal to the front on their phone — there is no background tracking. A driver who has not opened the app for an hour shows an hour-old position.
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