Troubleshooting

Fix the most common driver-app issues — location, accept failures, POD uploads, sign-in, and battery use.

This page covers the most common driver-app issues and what to try first. If nothing here helps, message your dispatcher or hi@chrt.com — include your app version and build number from Settings > Build Information.

Can’t sign in

The Sign In button does nothing or returns to the splash screen.

  • Make sure you have a working internet connection.
  • Sign-in uses the device’s system browser. If you’ve blocked third-party cookies for the browser globally, sign-in can fail silently. Try again on a default browser configuration.
  • If the splash says WorkOS client ID is missing for this build, you have a non-production build. Install from the App Store or Play Store.

Sign-in completes but the app shows “Unable to load driver profile.”

  • Your account exists but doesn’t have a driver record on the org you signed in under. Contact your dispatcher — they may have invited you but not yet created your driver profile, or you signed in under the wrong org.
  • The Try Again button retries the driver fetch; the Sign Out button clears the session.

A “this account isn’t a driver” screen blocks you.

  • The org you signed in under doesn’t permit the driver app (typically a shipper-only org). Switch orgs from the screen, or sign out and back in under the correct org.

Can’t accept an order

The Accept button doesn’t respond or returns an error.

  • Pull to refresh the offer screen. The offer may have been retracted by dispatch.
  • Check signal. On iOS, accept needs a live connection. On Android, accept works offline — but verify the offline banner shows the queued change syncing once you reconnect.
  • If accept consistently fails on a strong connection, message your dispatcher — there may be a server-side state issue with the task group.

The offer doesn’t appear at all.

  • Pull to refresh the Offers tab.
  • Confirm you’re on the right org (check Settings > Organization).
  • Check that you have notifications permission and the right notification preferences — see Settings.
  • Ask dispatch to confirm the order is assigned to you, not a teammate.

Location not updating

Dispatch says they can’t see my location.

Work through this checklist in order:

  1. Open Settings in the app. Is Share Location with Dispatch toggled on?
  2. The permission status row above the toggle — does it say Location Permission: Always (iOS) or Allow all the time (Android)? If not, tap Settings on that row and escalate the permission.
  3. Is the accuracy row showing Approximate? Tap Enable to switch to precise.
  4. Is the task group In Progress? Location only streams for active orders. Tap Start on the task group if you haven’t already — see Accepting orders.
  5. Did you force-quit the app (swipe it off the recents list)? Background location stops on force-quit. Reopen the app.

Location worked, then stopped.

  • iOS Low Power Mode and Android Battery Saver reduce background work and can stretch the time between updates. Turn them off (or plug in) for active driving.
  • A phone reboot resets some background grants. Re-open the app and confirm the last-seen timestamp updates.

Proof upload failed

A photo, signature, or scan won’t attach.

  • On iOS, proof capture is online. Retry on a stronger signal or Wi-Fi.
  • On Android, proof capture queues offline — the capture should always attach to the local artifact even when offline, and upload happens once you reconnect. If the upload appears stuck:
    • Pull to refresh the task group.
    • Check the offline banner at the top of the app — if it still shows pending changes after you’re back online for a few minutes, the queue may have hit a retry-able error.
    • As a workaround, you can re-capture the artifact. The duplicate is benign on the dispatcher side; they’ll see two versions.

Scanner won’t recognize a barcode.

  • Better lighting, steadier framing. Glossy and damaged labels are the usual culprits.
  • If the label genuinely won’t scan, capture a photo of it instead (the photo artifact accepts any image) and message dispatch with the decoded value typed out.

Can’t open the camera

  • Camera permission is denied. iOS: Settings app > chrt > Camera. Android: long-press the app icon > App info > Permissions > Camera.
  • If the camera previews briefly and then black-screens, restart the app. If that doesn’t help, restart the phone.

App battery use is high

Live location streaming uses GPS, which costs battery. Expected behaviors:

  • The blue location indicator in the iOS status bar shows when the app is using background location. This is normal during an active task group.
  • Streaming + active screen + weak cell signal (the phone working harder to keep a connection) is the highest-drain combination.

To reduce drain:

  • Toggle Share Location with Dispatch off when you’re off shift.
  • Don’t force-quit and re-open the app constantly — the first GPS lock after a cold start is the most expensive operation. Background instead of swipe-away.
  • Plug in for long drives.

If the app drains battery when no task group is in progress and sharing is off, contact hi@chrt.com — that’s not expected behavior.

Offline banner won’t clear (Android)

The banner shows Syncing N pending changes… indefinitely.

  • Confirm you have a real internet connection (not just Wi-Fi without upstream).
  • Force-close and reopen the app. The sync engine retries on app start.
  • If the banner persists for more than a few minutes on solid signal, message dispatch — there may be a server-side error on a specific queued operation. Provide the order ID(s) you were working when the queue started piling up.

Notifications missing

  • Settings > Push Notifications card — does it say Allowed? If not, tap Settings to re-grant at the OS level.
  • Settings > Notification Preferences card — are the event types you want enabled per channel?
  • Some orgs configure dispatcher-side notifications instead of driver-side. Confirm with your dispatcher that you should be receiving alerts for the events you’re missing.
  • If the iOS lock-screen has a chrt notification, but the in-app badge doesn’t update, pull to refresh — push delivery and in-app state can fall out of sync briefly.

App is stuck on the splash screen

  • Pull-down to force a refresh, or force-close and reopen.
  • The app does a force-update check on start — if your version is too old, it shows a Force Update screen instead of the splash. Install the latest version from the App Store or Play Store.
  • The app also enforces a maintenance lockout if chrt is in scheduled maintenance. The screen tells you what’s going on — wait for the maintenance window to end.

When to contact support

Include in your message:

  • Your app version + build (from Settings > Build Information).
  • Your phone model and OS version.
  • The order ID(s) involved, if applicable.
  • A screenshot of the error state if you can capture one.

Send to your dispatcher first, then hi@chrt.com if they can’t resolve it.