No Arrived button in the mobile app, why?

There are cases when a driver arrives at a site but cannot deliver/collect an order as there is no Arrive button on the mobile app screen. Let us list the possible reasons for that:

Possible reason 1. The route has not been started on the mobile app. If you are browsing an unstarted route there will be no Arrived button on the screen.

Solution: please, start the route.

Possible reason 2. A driver has not tapped Departed at the previous stop.

Solution: please, check the previous stop in the mobile app and tap Departed if necessary.

Possible reason 3. A driver is attempting to arrive at a wrong site. If site re-ordering is prohibited by a dispatcher in the Mobile Workflow settings a driver will not be allowed to break the route points sequence to arrive at a site that is not next on the route.

Solution: depends on the company policy. A dispatcher can either adjust the settings and allow driver's reordering the sites sequence, or explain the case to the driver and ask them to strictly follow the route.

Possible reason 4. (relevant to Android devices). Geofencing is enabled, Arrive and Depart actions are automatically fulfilled by the system when a driver enters and leaves the preset radius.

Solution: disable geofencing in the Mobile Workflow settings or enable the "Allow driver to disable geofencing" option in the mobile app settings. 

If none of the described reasons and solutions is applicable to your case please contact our support team at [email protected].