Driver app troubleshooting
Can't sign in, no orders showing, a step won't let you continue, dispatch can't see you or notifications don't arrive? Find the message, why it happens and what to do.
6 min readLast updated
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Find the message you see in the app. Quoted text is what the app shows. When the fix is "ask dispatch", use Profile or call your dispatcher; see Contact dispatch and get help.
Signing in
| What you see | Why | What to do |
|---|---|---|
| "Could not sign in. Invalid email or password." (with the attempts left) | The email, password or Company ID is wrong | Check the Company ID in your invitation email, or tap Find my company ID. Forgot the password? Tap Forgot password?. |
| "Account locked after too many failed sign-ins. Try again in … minute(s)." | 5 wrong passwords in a row lock the account for 15 minutes | Wait, or reset your password with Forgot password? |
| "Your company has not approved your driver profile yet." | Your company still has to approve you | Ask your dispatcher to approve your profile |
| Account suspended: "Your access has been suspended. Contact your dispatcher or support." | Your company suspended you or marked you inactive | Call your dispatcher |
| Could not sign in: "No driver account for this company any more. Ask your company." | Your company removed you as a driver or ended your app access | Ask your company. They can invite you again. |
| "This is a company driver account. Enter your company ID." | You signed in as an independent driver | Select Company driver and enter your Company ID |
| "This is an independent driver account. Sign in without a company ID." | You entered a company ID on a network account | Switch to Independent |
| "This company's account is suspended. Contact support." | Your company's NemiRoute account is not active | Tell your dispatcher or manager |
| Invitation not valid | The invitation link was already used or is older than 7 days | Ask your dispatcher to send a new invitation |
| "This code is invalid or has expired. Request a new one." | A reset code works for 10 minutes and 5 tries | Tap Resend code (after 2 minutes) and use the newest code |
| "Choose a password you have not used before." | You can't reuse your last 5 passwords | Pick a new one |
| No connection: "Could not reach NemiRoute." | No internet | Move to signal or Wi-Fi and try again |
| Update required: "Install the latest version of the app to continue." | Your app version is too old | Update NemiRoute in the App Store or Google Play |
| "Your session expired. Please sign in again." | The server ended this phone's session: your password changed, you signed out of all devices, another phone removed this one, or your company removed you. A slow phone, a closed app or a lost connection never signs you out | Sign in again |
Step-by-step sign-in help: Install the app and sign in.
Orders
| What you see | Why | What to do |
|---|---|---|
| "No active orders right now. New orders appear here as dispatch assigns them." | Nothing is assigned to you yet | Pull down to refresh, or ask dispatch |
| An order you expected is gone | Dispatch moved it to another driver or route, or the customer cancelled it | Ask dispatch |
| "No action available right now. Pull down to refresh." | The order changed (for example dispatch is updating it) | Pull down to refresh |
| This step is not available: "Go back to the order and use its main button." | You opened a step out of order | Go back and use the big button at the bottom of the order |
| Editing is not available: "Your company does not let you change this order." | Your company doesn't allow drivers to edit orders | Ask dispatch to make the change |
| "Waiting to sync your last action. It will unlock when you are back online." | You did a step without signal | Keep working; it syncs by itself. See Work without signal. |
Completing a pickup or delivery
| What you see | Why | What to do |
|---|---|---|
| "You are … m away, move within … m" | Your company requires you to be at the address before completing | Walk or drive to the door and try again. If the pin is wrong, call dispatch. |
| "Outside the usual area. Say why to continue" | You are outside the address's radius and your company asks for a reason | Type why (for example "Loading dock at the back") |
| "Turn on location to continue" | The GPS check needs your position | Turn on location for NemiRoute |
| "Scan the package barcode to continue" | This order needs a scan | Scan the label. "That barcode does not match this order." means the wrong package. |
| "Ask the recipient for their delivery PIN to continue" | The order has a delivery PIN | Ask the recipient. "That PIN does not match." means try again. |
| "Hand these goods to a person. They cannot be left at the location." | Safe drop isn't allowed for this order | Hand it over, or report a failed delivery |
| "Under …: do not hand it over" | The ID check shows the recipient is too young | Don't deliver; report a failed delivery. See Report a failed delivery. |
| "Camera access is off. Turn it on in Settings to scan package barcodes and QR codes." | The phone blocked the camera | Open the phone's settings for NemiRoute and allow the camera |
The full delivery steps are in Complete a delivery.
Dispatch can't see you
| What you see | Why | What to do |
|---|---|---|
| Location permission is off on Home | NemiRoute isn't allowed to use location | Tap Turn on, then allow While using the app |
| Approximate location chip | Precise location is off | Tap Open settings and turn on Use precise location |
| Battery saver can stop tracking (Android) | Android pauses the app in the background | Tap Fix and set battery use to Unrestricted |
| A You are still on shift notification after a restart (Android) | The phone restarted; the app can't restart location sharing by itself | Open NemiRoute |
See Location and battery settings.
Shifts, earnings and notifications
| What you see | Why | What to do |
|---|---|---|
| Clock in is not available: "Your account does not use shifts." | Your company doesn't use clock in for you | Nothing to do; just work your orders |
| "Your company has not turned on earnings for your profile." | Earnings are hidden for your account | Ask your dispatcher if you need access |
| "Your first statement appears when a pay period closes." | No pay period has closed yet | Wait for the end of the period. See Check your earnings and statements. |
| No notifications on the phone | Notifications are off for NemiRoute on the phone, or for that type in Profile > Preferences | Allow notifications in the phone settings and check the switches in Preferences. Notifications that don't reach the phone still appear in the app's notification list. |
| A saved action shows Rejected or Already changed | The order changed while you were offline | Open the sync chip and choose Retry, Discard or Keep latest version. Don't sign out while actions wait. |
Related articles
- How-toInstall the app and sign inAccept your invitation, install the NemiRoute driver app, sign in with your company ID and turn on fingerprint or face unlock.
- How-toLocation and battery settingsWhich location permission to give, when NemiRoute shares your location, and how to keep Android from stopping it.
- How-toWork without signalWhat the driver app does offline, how saved actions sync later, and how to retry or discard one.
- How-toComplete a deliveryTake an order from accept to delivered: navigate, arrive, collect proof (signature, photo, barcode, cash) and confirm.
- How-toContact dispatch and get helpMessage or call your dispatcher, read notifications, and report a problem with the app.
- How-toClock in, take breaks and clock outStart your shift with the vehicle check, take breaks, and end the shift with the odometer reading.
- ConceptDriver app FAQShort answers to the questions drivers ask most: signing in, orders, proof, cash, offline work, location, pay and the network.
- ConceptWhat the notifications you get meanEvery alert the driver app can send, when it arrives, what tapping it opens and which ones you can switch off.
Still stuck?
Ask your courier company: they can see your account. Or tell us what you were trying to do.