Something's missing or not working

Why a page, button or guide isn't there, and what to check when a driver can't sign in or a tap hasn't come through.

For office

Most "it's not there" questions come down to one of these.

  1. Is the feature switched on? The menu, the Mechanics tabs and these guides only show features your company has switched on. If you open a switched-off page by its address, it says Switched off. An admin turns features on under Settings (admins, see Switch features on and off).
  2. Can your login do it? A read-only login (the Office role, or User (read-only), depending on how your sign-in is set up) can look but not change anything. Scheduler can book, move and edit jobs and approve cards. Some things are for admins only, such as most of Settings, payroll and the Truck Costs tab on the Mechanics page.
  3. Reload the page. If someone has just changed a setting, a switch or your role, reload to pick it up. If Sky says Your sign-in has ended, reload and sign in again.
  4. Driver can't sign in? The code is texted to the mobile number on the driver's details. Check it in Settings → Drivers and make sure no other driver or mechanic has the same number. A code lasts 10 minutes and a driver can ask for a limited number of codes in a day. If the text won't send, the app says We couldn't send the text just now and to call the office. See Sign in with your mobile number.
  5. A driver's tap hasn't shown up? If the phone lost signal, the driver app may keep the tap on the phone and send it when the connection is back. The driver sees 📥 saved on this phone — will send when the connection is back, and the time recorded is when they tapped, not when it arrived. A tap the office has to fix shows as not accepted on the driver's phone, so ask them what it says.

Still stuck? Ask Sky if your company has it, or contact support.

Common questions

A page says "Switched off".

That feature is switched off for your company. An admin can turn it on in Settings, on the page for that group of features. Its menu link and its guides come back when it's on.

A feature says "Not in your plan".

Your plan doesn't include it. An admin can see which plan has it under Plan & billing in Settings.

A page says "This part of TrakkHQ isn't open for your company yet".

That page isn't available to your company yet, so it's also left out of your menu. Nothing is wrong with your login.

I can see a job but can't change it.

Your login is read-only. A job then shows "View only — contact admin to make changes", and pages like Approvals and Leads say you can look but not edit. Ask an admin to give you the Scheduler or Admin role.

Next: Add your office staff