Get help

Something not working? Call or message us on 0759 657 590. Tell us what you were doing and what you saw on the screen.

Common problems

I cannot sign in: Check the email address, then use Forgot your password. After five wrong tries the account is paused for 15 minutes. If your account is suspended, your administrator can re-activate it.
It asks for a code and I have lost my phone: Type one of the recovery codes you saved when you set up two-step sign-in. Each works once. If you have none, ask your administrator to reset your two-step sign-in, or call us.
I have no signal in the field: Pickups you record are kept on the phone and sent when signal returns. Read the field guide: it is a one-page card for collectors and drivers, and it also works with no signal once you have opened it.
A button says “No connection. Nothing was saved”: The phone had no signal at that moment, so that action was not sent. Move to where there is signal and press the button again. Only recording a pickup can be done with no signal.
I see “Something went wrong”: Your data is safe. Press Try again. If it keeps happening, call us and read out the reference shown under the message.
The map shows a grey grid: The map background could not load. The list of places under the map still works. It usually clears when the connection improves.