FAQ

Interface

I can't see a menu. Two gates: your organization's plan and your account's permissions. Ask a colleague whether they can see it — see Plans and features.

A colleague mentions a page I can't click to. A few pages genuinely aren't in the menus and are reached from elsewhere: Receiving Bank Accounts (from Payments), Sender Account Types (from Sender Accounts), and Custom Domain. See Finding your way around.

Settings shows "Coming Soon". Going to the settings root shows a placeholder. The real settings are all in the Settings dropdown.

Waybills

How do I create a single waybill by hand? There's no single-entry form. Import one row, or use the API.

My import produced the wrong number of waybills. In the CSV one row is one package, not one waybill. Rows sharing an external waybill number are grouped. See Importing waybills.

Some waybills were skipped when printing labels. Anything in "Waybill Created" status can't be printed; the dialog lists them. See Printing labels.

"Consolidate Waybills" doesn't appear. Five conditions must hold at once: two or more waybills, same sender account, same service, same route, and none already a master. See Consolidating waybills.

Assigning a subcontractor says the status isn't assignable. Some selected waybills can't be handed over in their current status; the dialog lists them. Untick them or move them on first.

Delivery

The planning page is empty. All three of station, service area and fleet must be chosen before anything loads. See Delivery planning.

The driver dropdown is empty. It only lists drivers whose vehicle type matches the trip. Check the vehicle type on the driver's record.

The route won't plan. Either the station has no coordinates, or the delivery has no waybills yet.

The tracking map is blank. The waybills on that trip have no usable coordinates — go to Address preprocessing.

Drivers

The scanner's event type dropdown has only one option. That's normal — it's filtered by permission. For more types, grant the matching scan sub-permissions under Settings → Sub Accounts.

The camera won't open. Use Chrome or Edge and allow camera access. Failing that, enter the waybill number manually.

A driver sent photos to LINE and nothing happened. That driver isn't registered yet. See Delivery confirmation.

The confirmation link expired. Confirmation links last 7 days; resending the package photos generates a new one. Registration invitations last about 2 days.

Billing

I selected billing lines but can't create an invoice. One invoice goes to one party. Filter by contractor or sender first, then select. See Billing records.

I changed a rate card and old billing didn't change. Existing billing is never recalculated. Settle the old, then change the price. See Rate cards.

The money arrived but doesn't match the system. Check whether the payment was recorded on Payments, then match the bank entry in Reconciliation. Asking customers to include a reference saves a lot of this.

The profit figure looks wrong. Profit is revenue minus carrier costs minus operating costs. Unrecorded costs inflate it. See Reports and profit.

Customer tracking

A customer can't find their number. Check they were given the waybill number, not your internal reference.

I want tracking on my own domain. You can — see The public tracking page.

Integration

I want my system to hear about status changes. Configure a rule under Settings → Automation; see Automation rules and the Developer Guide.

I want to call the API. Keys live under Settings → Organization → API Credentials; usage is in the Developer Guide.