In some cases, a driver may appear as Off Duty on the Dispatch Board, even though they are On Duty in their Driver App. This article explains why this happens and how to resolve it.
Symptoms
Driver status shows as Off Duty on the Dispatch Board.
Driver status in the Driver App is On Duty.
Driver’s location updates correctly in the Back Office under Driver Details.
Cause
This issue can occur if the driver’s account (email) is used to log in on another device. When this happens, the driver is automatically logged out of their current device, even if the app still appears active.
Resolution
Ask the driver to log out of the Driver App on their current phone.
Have the driver log back in using their credentials.
Confirm the driver’s status is now On Duty on the Dispatch Board.
Additional Notes
Avoid using the same driver account on multiple devices simultaneously.
If the issue persists after logging back in, contact support for further assistance.
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