Troubleshooting the driver app
Start here when something in the driver app doesn't work the way you expect. If none of these help, report the problem.
Installing and signing in
| Problem | What to do |
|---|---|
| You can't find the app in your store | Use the store links in Get the app. If your store still doesn't offer it, ask your company. |
| You don't have an invite code | Ask your company to invite you. You can't create a driver account without one. |
| Your invite code isn't accepted | Use the code from the most recent invitation email — each new invitation replaces the old code. See If your invite code isn't accepted. |
| Registration or a password change fails | Check your password against the password rules: at least 8 characters with an uppercase letter, a lowercase letter, a number and a symbol. |
| The password reset code doesn't arrive | Check your spam folder, make sure you entered the email address your company has for you, and use Resend OTP once the countdown ends. Only the newest code works. |
| You keep being signed out | Make sure Keep me signed in is ticked when you sign in. |
| Account Access Restricted appears and you are signed out | Your company changed your driver status — for example deactivated, disabled or deleted your account. Contact your dispatcher. |
Routes and stops
| Problem | What to do |
|---|---|
| No route or no stops appear | Pull down to refresh the dashboard, or use refresh on the Routes map. If there is still nothing, no work is assigned to you yet — check with your dispatcher. |
| A stop you had disappeared | Your dispatcher may have moved or removed it, or an attempt was recorded on it. Check with your dispatcher. |
| A delivery shows Delivery on hold | Your office has put the delivery on hold. Contact dispatch to release it. |
| Next stays unavailable on a stop | The current step isn't finished — for example an item isn't confirmed, a required photo or signature is missing, or the paperwork question isn't answered. See Completing a pickup or delivery. |
| Could not complete the stop | Your progress is kept. Check your connection and select Retry. If it keeps failing, contact dispatch. |
| A photo shows Upload failed | Tap the photo to try the upload again once you have a signal. |
Location
The app uses your location to show you on the map, alert you when you are near a stop, record your hours-of-service status changes, find nearby amenities, and add your location to issues you report.
| Problem | What to do |
|---|---|
| Location Permission Required, or the map doesn't show where you are | Select Enable Location and allow access. If you refused before, select Open Settings and allow location for RushHour in your phone's settings. Your route and stops still show without location, and you can mark arrivals by tapping the stop. |
| Waiting for GPS | Move somewhere with a clear view of the sky and make sure location services are on for your phone. |
| Location Required when changing your duty status | Turn on location services and try again. The app needs a current location for every status change. |
| No arrival banner when you reach a stop | Tap the stop and select Arrived instead. If your phone only shares your approximate location with RushHour, allow precise location in your phone's settings. |
Your company will soon be able to send a customer a link that follows one order. If it does, and depending on the setting it chooses, the person holding that link may see a rough area around your vehicle, or your current position while you are on your way to one of that order's stops. They never see a history of where you have been, and never your name or your phone number. Your company decides whether to use this at all, so ask your dispatcher if you want to know which setting is in use.
When you have stops on your route, the app may show Background location for active routes and ask whether it can use your location while the app is closed. Select Continue to allow it, and choose the option that allows location all the time when your phone asks. On Android, a RushHour notification is shown while this is on. If you select Not now, the app asks again the next time it starts.
Camera and photos
If the camera doesn't open for photos, barcodes or paperwork, allow camera access for RushHour in your phone's settings. To choose existing pictures, allow access to your photos.
When a barcode won't scan, try better lighting or hold the phone steady, then use Manual entry if your company allows it, or choose a reason under Can't scan.
You don't get notifications
- Allow notifications for RushHour in your phone's settings, and check that Do Not Disturb or focus modes aren't hiding them.
- For the app's own reminders, check Settings → Notifications — see Choose your reminders and alerts.
- Sign out and sign in again. Signing in registers your phone for notifications.
Working without a signal
These are saved on your phone and sent automatically when you are back online:
- barcode scans,
- hours-of-service status changes,
- expenses and receipt photos.
These need a connection when you do them:
- uploading photos, signatures and scanned paperwork at a stop — tap a failed upload to retry;
- submitting a completed stop or inspection;
- recording a cash payment;
- sending messages, which you can retry once you are back online.
Your progress through a stop or an inspection is kept on your phone, so you can pick up where you left off when your signal returns.
A feature described in these guides is missing
- Your company may have turned it off. Your company chooses which features and steps its drivers see. Ask your company.
- You may have an older version of the app. Update the app from your store.
Report a problem with the app
- To tell your company about a problem with the app, use Report Issue from the dashboard and choose the App Bug category. See Report an issue.
- Include the version shown under Settings → About — see About the app.
- For anything urgent while you are on a route, message the office from the Message tab.