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Why aren't the dispatcher view and driver app syncing?
Why aren't the dispatcher view and driver app syncing?

How to fix: Drivers aren't seeing their routes, or aren't appearing on the website

Pol Kuijken avatar
Written by Pol Kuijken
Updated over a week ago

After you've added drivers to your team, they can install the Circuit for Teams driver app and log in with the details they receive. Once that's done:

  • When they're active, drivers will automatically show up in the web app. Circuit will only display their live location while they have the Circuit for Teams mobile app open. To see their live location, either click on that driver's route or 'View' in the top right corner of your web client.

  • When you send them routes from the web app, they will instantly receive it

If this doesn’t happen, these are the most likely causes:

1. Driver has the wrong mobile app installed

There are 2 versions of the mobile app: Circuit Route Planner and Circuit for Teams.

To check if this is the issue, have the driver check the name of the app they have installed on their phone. If it’s called “Circuit” or "Circuit Route Planner" they are using the wrong app. The right app is called “Circuit for Teams”.

If this is the issue, have the driver uninstall the app. Then, they need to find the signup email or text they received when they were added to the team. Once they follow those instructions, the connection between the web client and mobile app will work.

If this isn't the issue, please try the next troubleshooting step.

2. Driver is logged in with the wrong email or phone number

To check if this is the issue:

  1. On the web client, go to your team members' page in your settings and find the driver that’s not seeing their routes. Note the email address or phone number associated with their account.

  2. On the driver's phone, open the Circuit for Teams app, and select the menu in the top left of the screen. At the top, it will show the email address or phone number they’re logged in with.

Make sure the same email or phone number is used for both.

If it doesn’t match, the driver needs to find the signup email or text they received when they were added to the team. Once they follow those instructions, the connection between the website and mobile app will work.

3. Route didn’t open automatically

It’s possible that the route was sent successfully, but that it didn’t open automatically in the mobile app for the driver.

To check if this is the issue, open the Circuit for Teams app on the driver's phone, and select the menu option in the top left. . The driver's routes will be shown there. Scroll through the route list to check if they ever received the route.

If none of the troubleshooting options resolved your issue, please reach out to the team. They will be happy to help.


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