Troubleshooting

Having issues with RouteBot? Find solutions to common problems here.

Login and Account Issues

I can't log in to my account

Possible causes and solutions:

1. Wrong email or password

   • Double-check your email is spelled correctly
   • Passwords are case-sensitive
   • Try typing your password in a text editor first to check for typos

2. Forgot password

   • Click "Forgot Password" on the login page
   • Enter your email address
   • Check your inbox (and spam folder) for the reset link

3. Account not verified

   • Check for a verification email in your inbox
   • Click the verification link
   • Request a new verification email if needed

4. Account locked

   • Too many failed login attempts may lock your account
   • Wait 30 minutes and try again
   • Contact support if still locked

I'm not receiving the verification email

Try these steps:

1. Check your spam/junk folder
2. Add support@routebot.com to your contacts
3. Request a new verification email from the dashboard
4. Check you entered the correct email address
5. Contact support if still not receiving

I'm logged in but see a blank screen

Possible solutions:

1. Refresh the page (Ctrl+F5 or Cmd+Shift+R)
2. Clear your browser cache
3. Try a different browser
4. Disable browser extensions temporarily
5. Check your internet connection

Data and Records

Student/Employee not appearing in lists

Check the following:

1. Status is Active - Inactive records don't appear in most views
2. Correct school/company - Record may be under a different organization
3. Permission access - You may not have access to that school
4. Search/filter settings - Clear any active filters

Address not found when geocoding

Try these solutions:

1. Enter a more complete address including city and postal code
2. Try without apartment/unit numbers first
3. Use a nearby landmark or intersection
4. Manually drag the map pin to the correct location
5. Check the address format for your country

Data changes not saving

Troubleshooting steps:

1. Check for validation errors (red text/borders)
2. Ensure all required fields are filled
3. Look for error messages at the top or bottom of the form
4. Check your internet connection
5. Refresh and try again
6. Try a different browser

Can't delete a record

Possible reasons:

1. Record is linked to other data (routes, contracts, etc.)
2. You don't have delete permissions
3. Record is protected for historical data

Solution: Try making the record Inactive instead of deleting.

Maps and Locations

Map not loading or showing blank

Try these steps:

1. Refresh the page
2. Check your internet connection
3. Clear browser cache and cookies
4. Disable ad blockers or script blockers
5. Try a different browser
6. Check if other websites with maps work

Map pins in wrong location

To fix:

1. Open the record (student, school, etc.)
2. Click on the address field
3. Re-enter or adjust the address
4. Click "Get Location from Address"
5. If still wrong, drag the pin to the correct spot
6. Save the record

Route polyline not showing

Check that:

1. All stops have verified addresses
2. The destination (school/company) has a verified location
3. There are at least 2 points on the route
4. Try hiding and showing the map again

Stops Issues

Stop not appearing in employee assignment

Check the following:

1. The stop exists and was saved correctly
2. The stop is associated with the correct company
3. You have access permissions for that company
4. Refresh the page to reload the stop list

Can't save a stop

Verify:

1. All required fields are filled (Client, Name, Address)
2. The address is verified on the map (pin must be placed)
3. You have write permissions for stops
4. Try refreshing and re-entering the information

Stop address not verifying

Try these steps:

1. Enter a more complete address with city and postal code
2. Try different address formats
3. Manually drag the map pin to the correct location
4. Ensure the map has fully loaded before clicking verify

Shift Management Issues

Shift Management page not loading

Possible causes:

1. You don't have shift permissions enabled
2. No shifts have been created yet
3. Connection or loading issues

Solutions:

1. Check with your administrator about shift permissions
2. Create shifts in the Shifts page first
3. Refresh the page or clear browser cache

Services not showing in Shift Management

Verify:

1. Shift-based services have been created for this shift
2. The shift date matches the service date
3. Services are linked to the correct shift

Employee count seems wrong in shift list

Note: The employee count updates automatically but may take up to 60 seconds to sync. Try:

1. Waiting a moment for automatic refresh
2. Refreshing the page manually
3. Checking if employees have the "Uses Shifts" option enabled

Routes and Services

Students not appearing in route assignment dropdown

Verify:

1. Student has verified pickup and drop-off addresses
2. Student status is Active
3. Student is assigned to the correct school
4. You have access to that school

Route optimization gives unexpected results

Troubleshooting:

1. Verify all addresses are accurately placed on the map
2. Check that the school/company location is correct
3. Remove and re-add any problematic stops
4. Check for duplicate students

Route shows as inactive when it should be active

Check:

1. The route status setting
2. The service times (start/end times)
3. Whether the route is for the current service period

Notifications

Parents not receiving SMS notifications

Verify these items:

1. Parent is linked to student - Check the student record
2. Valid phone number - Must include country code
3. Phone number format - Must be correctly formatted
4. Route is active - Inactive routes don't send notifications
5. SMS feature enabled - Check your plan includes SMS

SMS shows as failed

Possible causes:

1. Invalid phone number
2. Phone number no longer in service
3. Carrier blocking messages
4. International number not supported

Solution: Verify the phone number with the parent and update if needed.

Accounting

Contract balance doesn't match expected amount

Check for:

1. All receipts/payments entered correctly
2. Duplicate payment entries
3. Refunds or withdrawals affecting balance
4. Correct contract amount and discounts

Reports showing incorrect totals

Verify:

1. Date range filters are set correctly
2. All transactions have correct dates
3. No duplicate entries
4. You're looking at the right service period

Performance Issues

System is running slowly

Try these solutions:

1. Refresh the page
2. Clear browser cache
3. Close other browser tabs
4. Check your internet connection speed
5. Try during off-peak hours if applicable
6. Try a different browser

Pages timing out

Troubleshooting:

1. Check your internet connection
2. Try refreshing the page
3. Wait a moment and try again
4. Try with fewer filters/smaller date ranges
5. Contact support if persistent

Browser Issues

Features not working correctly

Try these steps:

1. Update your browser to the latest version
2. Clear cache and cookies
3. Disable extensions temporarily
4. Try incognito/private mode
5. Try a different browser

Recommended browser setup

• Use Chrome, Firefox, Edge, or Safari
• Enable JavaScript
• Allow cookies from RouteBot
• Disable aggressive ad blockers for the site

Mobile Access

Mobile display issues

Solutions:

1. Use landscape orientation for complex views
2. Try the full desktop site option if available
3. Ensure you're using a modern mobile browser
4. Check for browser updates

Getting More Help

Before contacting support

Gather this information:

1. Your account email
2. What you were trying to do
3. What happened (or didn't happen)
4. Any error messages you see
5. Screenshots if possible
6. What you've already tried

Contact support

Email: support@routebot.com

Include:

• Clear description of the problem
• Steps to reproduce the issue
• Your browser and device information
• Screenshots or screen recordings

Response times

• We aim to respond within 24 hours on business days
• Complex issues may require additional time
• Critical issues are prioritized

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Related Pages:

• FAQ - Common questions and answers
• Getting Started - Setup basics
• Welcome - Platform overview