> This page is for version Staging.
> For other versions, use one of these documentation indexes:
> - Prod (default): https://docs.chrt.com/prod/llms.txt
> - Staging: https://docs.chrt.com/staging/llms.txt
> - Dev: https://docs.chrt.com/dev/llms.txt

> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.chrt.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.chrt.com/_mcp/server.

# Troubleshooting

> Resolve access, location, proof and sync issues without losing pending work.

Start with the active organization, connectivity and the displayed error. Include the app version and build from the footer at the bottom of **Settings** when asking dispatch or [support](mailto:hi@chrt.com) for help.

## Can't sign in or see driving tabs

Check connectivity and use your organization's approved account and build. Review **Organization** under the profile row at the top of **Settings**. Driving tabs require an eligible organization's linked driver profile; an invitation alone is insufficient. Follow any profile setup or retry control shown. If loading or sign-in configuration fails repeatedly, share the exact error with support.

## Can't accept an order

Pull to refresh **Orders** with **Offers** selected in its filter menu. The offer might have changed, expired or been assigned elsewhere. Read its assignment rule: accepting can be a response waiting for dispatch confirmation rather than an immediate assignment. Confirm the assigned order opens before starting work. For a network error, reconnect and check the result before sending another response.

## Location not updating

1. Confirm the organization and driver profile.
2. In **Settings**, open **Location sharing** and check **Share Location with Dispatch**.
3. Review phone location permission, background access and precise location.
4. Check connectivity and **Last seen**.
5. Reopen the app if background updates stopped and ask dispatch to check the correct driver/order and timestamp.

Sharing is controlled by the toggle and permissions. Do not assume an in-progress task is the only condition that permits sharing, or that completing it stops sharing. Review [Live location](/staging/app/location) for the privacy boundary.

## Proof upload failed

Open **Settings** > **Sync status**. Determine whether the change is waiting, syncing, blocked or failed. Reconnect and use **Retry** when appropriate. Ask dispatch to inspect saved proof on the correct task before recapturing it.

Do not sign out, switch organization, uninstall or discard unsynced changes as an upload remedy. Do not assume duplicate proof is harmless. Provide the order reference and error if the original cannot be resolved.

## Can't open camera or scan

Check chrt's camera permission in phone settings. For a code, improve lighting and framing, then review the decoded value. A photo may help dispatch diagnose a damaged label but does not automatically satisfy a required scan. NFC labels need supported hardware and the NFC registration method; a simulator cannot read a physical label.

## Offline or sync status won't clear

Check that internet access works, not just that Wi-Fi is connected. The offline banner reflects connectivity; its disappearance does not prove pending changes were delivered.

Review **Sync Status** and **Needs attention**. Retry and record any errors. If pending changes persist, contact dispatch with the references and timestamps. Avoid destroying local data while troubleshooting. Check the saved server result after reconnecting.

**Settings** > **Sync status** has a **Retry** button 1 and shows **Nothing waiting to sync** 2 when the queue is empty.

![The Sync Status page with nothing waiting, with numbers 1 and 2 on the Retry button and the Nothing waiting to sync row.](/_fern-files/_img/e6a8d7a0701b23bd739bb0ea7d2a14f6d1226a4e5edda1502628995d4c88993e.webp)

***Settings** > **Sync status** with nothing waiting to sync. **1** **Retry** button, **2** **Nothing waiting to sync** row.*

## Notifications missing

Check phone notification permission, notification preferences and the active organization. Confirm with dispatch that the event should notify your account. Open the relevant list and refresh rather than using a notification badge as evidence of the order's current state.

## Battery or background problems

Charge for long trips and review OS battery restrictions if background updates stop. Turn off **Share Location with Dispatch** when you intend to stop sharing. Contact support if new locations continue after sharing is disabled. Background behavior varies by phone and OS; record the device and times rather than assuming continuous delivery.

## App won't finish loading

Check connectivity and the displayed maintenance or update guidance. Follow your organization's approved update instructions. If the app remains stuck, capture the error and version/build before contacting support. Avoid reinstalling while proof or changes remain unsynced.

## When to contact support

Include the app version/build, phone and OS, active organization, order/device reference, exact error and timestamp. Share screenshots only after removing private customer details.

See [Settings](/staging/app/settings), [Proof of delivery](/staging/app/proof-of-delivery), [Live location](/staging/app/location) and [Install](/staging/app/install).