Common questions

User (read-only) can look but not change anything. Scheduler can book, move and edit jobs. Admin can do everything, including Settings, payroll and billing.From Add your office staff

Go to Settings → Users → Web Page, edit their login and type a new password.From Add your office staff

An extra PIN needed to download invoice PDFs. Set it for each person who should be able to, under Edit Account.From Add your office staff

The list comes from the fleet register. Add the truck under Settings → Vehicles and it appears in the driver app straight away.From Add your trucks

Yes. Edit the vehicle and fill in Rego Expiry.From Add your trucks

No. An admin can archive them, which removes them from the app and the board but keeps their history. Archived drivers can be restored.From Add your drivers

The ID of the GPS tracker in the truck this driver normally uses, if you have trackers. Leave it blank if you don't.From Add your drivers

No. You can always add a job by hand. Email booking is an extra that reads booking emails for you.From Book your first job

No. The driver app opens in the phone's browser and is added to the home screen like an app.From Get your drivers on the app

You pick the vehicle type (Rigid, Semi, Crane or Tautliner). The actual truck is filled in from the driver's timeclock for that day, so it always matches the truck they really drove.From Book a job and put it on the ops board

No. The date can be today or later. A job that already happened should be added by the office as a correction, not as a new booking.From Book a job and put it on the ops board

If the same booking was made a few minutes earlier, TrakkHQ asks you to confirm before saving. If a duplicate still got through, open the extra card's ⋯ menu and choose Delete.From Book a job and put it on the ops board

A stop is another address on the same job and the same invoice line. A leg (⋯ → Add leg) is a separate linked job for a pre-load or second drop, billed in the same invoice group.From Add a stop to a job

Yes. Press + Add action on the stop card to add a second action at the same address.From Add a stop to a job

Jobs that are ready for invoice or already invoiced can't be moved, and a job that hasn't run can't be moved to a past date. The card snaps back and tells you why.From Move a job to another day or driver

Yes. The drivers on both sides of the move get a notification, and the move is recorded on the job's History tab.From Move a job to another day or driver

No. Move the existing job, so its reference, history and invoice stay together.From Move a job to another day or driver

Yes. Cancel (billable) keeps it for invoicing with billable time stopped at the moment you cancelled. Use Do not invoice if the customer shouldn't be charged.From Cancel a job

Yes, with ⋯ → Undo cancel, as long as the invoice hasn't already gone to Xero.From Cancel a job

The driver tapped Arrive at a stop more than 30 minutes ago and hasn't departed yet. The timer counts from their arrival.From What the "Still waiting" timer means

No. It's counted from the arrival time the driver recorded, not from when you opened the page.From What the "Still waiting" timer means

No. Read this email only shows what would be booked. Nothing is created until you press Book.From Book a job from a customer's email

A reading can be booked for 30 minutes. After that, press Read it again so the booking matches the latest email.From Book a job from a customer's email

Changes show up as cards on Approvals. If TrakkHQ treated a new booking as a change, use Read it as a new booking instead.From Book a job from a customer's email

No. Nothing on Approvals has changed a job until you approve it.From Review changes on Approvals

Your reason teaches TrakkHQ, so the same mistake isn't proposed again.From Review changes on Approvals

Its tracker hasn't sent a position recently. It may be switched off, out of coverage or unplugged.From See where your trucks are

The tracker sent no positions for that driver and day, usually because it was off or out of coverage.From See where a truck has been

Shortly after it's completed, either by the driver finishing the job in the app or the office choosing Mark Complete on the board.From Check and send an invoice to Xero

No. It creates a draft invoice in Xero. You approve and email it from Xero as usual.From Check and send an invoice to Xero

While it's still a draft in Xero, an admin can open the job on Operations and use Unlock for edit, then Re-send to invoice.From Check and send an invoice to Xero

It's worked out from the customer's fuel levy percentage and the price. It updates by itself when you change the price.From Check and send an invoice to Xero

It's part of the billable hours. When the driver's notes mention waiting, the invoice description says how long they waited.From Check and send an invoice to Xero

Work had started before it was cancelled, so it may be billable. Press Invoice to bill it or Close without billing.From Invoices held for a check

An admin sets your Invoice PDF PIN in Settings → Users → Web Page → edit your login.From Download an invoice or POD PDF

The person is still clocked on. Approve it once they've clocked off.From Check and approve timesheets

Press Edit on the row, set the Clock Out time and Save.From Check and approve timesheets

Their request shows on the row as an Edit request. Press Approve or Reject.From Check and approve timesheets

No. Batched days are locked. Correct it in the next batch.From Download a timesheet batch for payroll

Past batches are listed under the filter bar with a reprint link.From Download a timesheet batch for payroll

Straight onto the Issues tab when a driver uses Report Truck Fault in their app.From Track truck defects and repairs

Not by itself. Open the inspection on the Inspections tab and press Log Issue.From Track truck defects and repairs

Invoice PDFs need your PDF PIN. An admin sets it for you in Settings → Users → Web Page.From Find an old job or invoice

Open the customer on the Clients page and use the Rate Card tab.From Add a customer

Open the module on the Training tab. It lists every driver who has passed.From Publish training for drivers

No. It opens in your phone's browser and you add it to your home screen.From Install the app on your phone

Ask the office to add you as a driver. Your name appears as soon as they do.From Install the app on your phone

Tap › next to the date at the top of Today's Shifts, or tap the date to pick a day.From Start your day

Open the job. Site Contacts on the Details tab has a 📞 Call button for each one.From Start your day

Choose Fail, describe it and take a photo. The office and workshop can see it. If the truck isn't safe to drive, call the office before you go.From Do your pre-start check

Yes, before every shift. The orange banner stays until you've done it.From Do your pre-start check

Tap ↩ Undo last step straight away.From Arrive and depart at each stop

Yes. Open Progress on the job and tap ✏️ next to the time, unless the office has locked it.From Arrive and depart at each stop

Tap as normal. The time is saved on your phone and sent when you're back in coverage.From Arrive and depart at each stop

A photo of the load is required before Depart Pickup. Take it on the Notes & Photos tab.From Arrive and depart at each stop

Something required is missing. You need the receiver's name and a photo, and a signature for customers that ask for one.From Take POD photos and a signature

Call the office. They can complete the delivery from the board.From Take POD photos and a signature

You're clocking in away from the depot. You can still clock in, but the office will see it flagged.From Clock on and off

On the Timesheets tab, tap ✏️ Edit on the shift, enter the right times and tap Request Edit. The office approves it.From Clock on and off

Check the highlighted questions, read the pages again if you need to, and submit again.From Do a training module

Ask the office to reset it. You'll choose a new one when you next sign in.From Sign in to the mechanic app

After 5 wrong passwords the account locks for 15 minutes. Wait and try again, or ask your transport company to reset your password.From Sign in to the customer portal

You're asked to set your own password the first time you sign in. To change it later, ask your transport company to reset it.From Sign in to the customer portal

Open the job. The Proof of Delivery section shows the photos the driver took; click one to see it full size.From Follow your deliveries

Links stop working once the delivery is complete. Sign in to the portal to see past jobs.From Track a delivery from a link

On the Clients page, open the customer and switch on Tracking links enabled under Live Tracking, then add the contacts who should get them.From Track a delivery from a link

Payroll, the Web Page logins, the feature pages, Plan & billing and Business rules are for admins only.From Find your way around Settings

Your plan doesn't include it. Open Plan & billing in Settings to see which plan or add-on has it.From Switch features on and off

No. Its settings and data are kept, and they're all still there when you switch it back on.From Switch features on and off

The scheduler is the core of TrakkHQ, so it's always on.From Switch features on and off

Guides only show for features your company has switched on.From Switch features on and off

No. You enter it on Stripe's secure form and it never reaches TrakkHQ's servers.From Add or change your payment card