Why aren't my trips recording?

The app should automatically run in the background of your smartphone. This means the app does not need to be opened or displayed on the main screen in order for the smartphone to record trips. If your app is not recording trips automatically, you may be experiencing one of the following situations:

  • The app will not record if the phone is powered off.
  • The app will not record if the phone battery is very low or Power Save/Low Power modes are on.
    • To troubleshoot: Charge the phone battery and turn off Power Save or Low Power mode. Most phones also allow you to determine at what percentage your battery saver turns on. If you would like Power Save or Low Power mode to turn on at a lower threshold like 10%, visit your phone's battery or battery optimization section in Settings.
  • The app will not record if Location is disabled.
    • To troubleshoot in iOS: Navigate to "Settings." Select the app. Select "Location" and then select "Always." In iOS 14 and later, make sure Precise Location is set.
    • To troubleshoot in Android: Navigate to "Settings." Select "Apps & Notifications" and then "All Apps." From the App Info page, select your telematics app. Select "Permissions" and then "Location." Select "Allow all the time."
  • The app may not record if the phone is experiencing sensor issues, such as Location, accelerometer, or gyroscope not working properly.
    • To troubleshoot an accelerometer or gyroscope issue:
      • To fix, turn off the phone and turn it back on.
      • If that doesn't work, it may be necessary to send it in for repair.
      • Tip: A symptom of the gyroscope malfunctioning is the inability to switch between portrait and landscape mode when the phone is rotated.
    • To troubleshoot a Location or GPS issue:
      • Turn off the phone and turn it back on.
      • If that doesn't work, it may be necessary to send it in for repair.
  • The app may not record if the phone is running multiple resource-intensive apps and the app does not have the necessary resources to perform.
    • To troubleshoot: Close resource-intensive apps.
  • The app will not record if Bluetooth is disabled (only for programs with a Tag device).
    • To troubleshoot: Enable Bluetooth. This varies by device but is usually available from a dropdown menu swiping down from the top of the phone screen.

Why is the app recording when I'm not driving?

Rarely, the app may mistakenly think movement is a trip. These trips usually won’t be scored and can be reclassified.

What happens if I forget my phone when driving?

The Tag will still record partial data, but these trips won’t count toward your score. Repeated Tag-only trips could lead to cancellation.

What if I have an issue with the Tag or app?

Head to the Help section in the app or contact our customer support team.

What if I change my vehicle?

After updating your policy within the app to your new vehicle, you will simply need to move your tag into your new vehicle and continue driving. Just make sure your tag is stuck in the same position on the windscreen or dashboard with adhesive strips.