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Frequently asked questions

Why can't I see a menu item or button my colleague has?

The menu lists only the screens your role allows, and buttons you may not use are hidden or unavailable. Your organization administrator can change your role. See Roles and permissions.

Invitation links work once and expire after 7 days. If you already used it, or it is older than a week, ask your administrator to select Resend on your user. A new link replaces the old one. See Notifications.

I never received my invitation email. What now?

Check your junk folder first. Then ask your administrator to resend it. If the Users screen shows "Email not delivered", the organization's email provider may not be set up; the platform administrator can check the Email tab on the Organization page.

I forgot my password.

Use the Forgot password link on the sign-in page. You receive an email whose link works once and expires after 60 minutes. See Signing in.

The sign-in screen says the organization was not found.

Check the Organization ID for typing mistakes. It is not your company's full name. Ask your administrator if you are not sure of it.

I was signed out suddenly.

Your session timed out. Sign in again and carry on.

I switched customer and my screen changed. Is something wrong?

No. In the Customer Portal, everything you see belongs to the selected customer, so the portal takes you away from the page you were on. Your role can also differ between customers. See Switching organisation or customer.

A customer I expect is missing from the switcher.

Ask that customer's administrator to give your account access.

I cannot place an order.

Only the Customer Administrator and Customer Requester roles can place orders. Also, the Create order button is blocked if the pickup or delivery site has no opening hours set. Ask the site manager to add an availability window under Facilities, docks & MHE. See Place an order.

I created an order but GWC has not planned it.

A new order is Created, which means saved but not sent. Open it and select Submit to GWC. See Order detail.

Why is there no live map button on my order?

The map appears only once a vehicle is assigned, and live tracking must be switched on for your account. Finance Viewers cannot open the live map. See Live shipment map.

Why is my document marked "Not ready"?

Documents are issued at set points. A delivery note comes when the order is dispatched, proof of delivery when the driver confirms delivery, and the invoice after delivery. See Documents & POD.

An order shows an Exception stage. What does it mean?

Either something went wrong on the road, or the order was declined at intake. Open it to see the reason. See Statuses.

Why can't I start a trip?

The readiness check blocks a trip when the vehicle's inspection is out of date, the driver is out of hours, or the licence or night-driving entitlement does not allow it. Fix the finding, or enter a reason to start under override if the screen allows it. See Dispatch board.

Why can't I publish a plan?

Go to Dispatch is greyed out while any Blocking exception remains. Open Exceptions on the Planning board and resolve them.

Why can't I edit an approved settlement or an issued invoice?

They are locked on purpose so the figures never change after approval. Correct them with a credit note. See Settlements.

Why can't I deactivate or change the role of a user?

An organization must keep at least one active Administrator, and the built-in Administrator role cannot be edited. Make someone else an administrator first. Deactivating a person only switches off their access to this application. See Users.

A role I created gives no access in the Customer Portal.

Portal menus follow the four standard role names. A role with a different name does not unlock any screen. See Roles and permissions.

What do the colours mean?

See the Colour key.

Where is the Live map or Finance in the Control Tower menu?

They are not on the side menu. Open the Live map from the Overview or an order's Track live button, and Finance from the Overview Revenue at risk card. See Live map and Finance.

More help

See Support.