Appendix A

Frequently Asked Questions

I forgot my password. What do I do?#

Ask your transport provider to reset it. They will give you a new password; sign in with it, then change it to one of your own (section 7.2).

After 5 wrong passwords, signing in is locked for 15 minutes. Wait, then try again carefully. If you have forgotten the password, ask your transport provider to reset it.

I was signed out while I was working.#

The portal signs you out after 15 minutes without activity, or when your login is used to sign in somewhere else, for example by a colleague sharing it (section 2.2).

I sent a request with a mistake in it.#

Contact your transport provider with the request number. They can correct it while it is still Pending.

My pickup or delivery place isn’t in the list.#

Ask your transport provider to add it. The lists only show places they have set up.

I can’t see the “Accept Quote” button.#

It only appears while the request is Quoted. A Pending request has no quote yet; an Accepted, Rejected or Converted one has already been answered. On a phone, look just below the top bar.

I rejected a quote by mistake.#

Contact your transport provider. They can reopen the request and send the quote again.

My trip’s status hasn’t changed for a while.#

Your transport provider’s staff update it as the trip goes, so it may be a little behind. Reload the page, or call the driver (the number is on the trip page) or your transport provider.

An invoice I was told about isn’t in My Invoices.#

It is probably still being prepared. It appears as soon as your transport provider issues it.

I have paid, but the invoice still shows money outstanding.#

Your payment hasn’t been recorded yet. If it doesn’t appear within a few days, send your transport provider the payment reference and the invoice number.

Your transport provider doesn’t use proforma invoices in the portal.

A colleague needs to use the portal.#

Ask your transport provider to create a login for them. Each person should have their own.