Troubleshooting

#I can’t edit an order

It is probably confirmed. Once a customer has agreed, the items and date are locked on purpose. Use Cancel & recreate to get an editable copy. See The order lifecycle. A cancelled or completed order cannot be edited either.

#A van is not on the live map

• The driver may not have started their shift — GPS only reports while they are on shift.
• Location is shared while the app is open. A locked or backgrounded phone stops sending. The app keeps the screen awake during a round for this reason.
• The position may be too old. After five minutes it is badged with its age; after fifteen it is hidden and reads Location unavailable.
• The driver may have been waived from location sharing on the Team screen, in which case their van never appears.

#A driver says a delivery did not go through

Look for a count such as “1 to send” in the app: with no signal, actions wait on the phone and send when the connection returns. If the office has cancelled the stop or recalled the round in the meantime, the app says so and reloads the round. A double tap or a retry will not record the delivery or the cash twice.

#I changed someone’s role and nothing happened

A role is part of the sign-in, so the person needs to sign out and back in before it applies.

#Phone alerts are not arriving

• In the driver app, open Alerts and check that alerts are turned on.
• On an iPhone, the app must be added to the Home Screen first (iOS 16.4 or later) before the switch appears.
• Signing out removes a phone’s subscription, so turn alerts on again after signing back in.

#A customer’s tracking link does not work

A link that is invalid, expired or revoked all look the same, by design. A link stops working 24 hours after delivery. The customer can always use Track an order with their order number and postcode or phone number.

#The order parser flagged my message

It is asking for a second look, not refusing. Every field has a confidence; anything below high needs a person to confirm it before the order is saved. Correct the field and continue. See Taking orders.

#A stop says No position

Dromos could not place the address on the map, so it cannot be plotted or sequenced reliably. Check the postcode on the order and correct it.