Frequently asked questions

Turn OFF any VPN on your phone. A VPN hides or fakes your phone's real location and will block tracking. Fully disable any VPN app or VPN setting, then reopen the Trucker Tools app and confirm it shows 'Tracking On.'

Almost always one of these: a VPN is on, you didn't tap START, location isn't set to Always / Allow all the time, you didn't open the assigned load, you're still tracking a previous load, the app needs a force-close and restart, or a setting changed mid-trip. Work through the checklist in order.

A red banner means location permission isn't set to Always (iPhone) / Allow all the time (Android). Tap the banner → Open Settings → set location to always-allow with Precise Location on. Tracking only runs while location is always-allowed.

Only when all three are true: the previous load is ended (or you aren't tracking anything), you open the Trucker Tools app within 24 hours of pickup, and location is set to always-allow. A custom TMS start window can shorten the 24-hour window.

Tap the link in the tracking text (sent up to 24h before pickup), install the free app from the App Store / Google Play, verify your phone with the 4-digit code, then tap START. Set location to always-allow.

While tracking, tap Scan, choose the stop if asked, capture the image, pick the document type, name it, and submit. It goes straight to the broker's TMS and portal.

Brokers can add required actions to a load — photos, an inspection checklist, a piece/pallet count, arrived/departed confirmation, or a signature. Open Actions on the track or stop screen and complete each.

Turn OFF any VPN on your phone. A VPN hides or fakes your real location and blocks tracking. Disable any VPN app or setting, then reopen the MacroPoint app. Also confirm location is set to Always Allow.

Tap the texted link → Download MacroPoint App, or search 'MacroPoint for Truckers' in the App Store / Google Play. Accept the prompts, set location to Always Allow, enter your phone number, and verify with the texted PIN. It's free.

No. Always Allow does not mean constant tracking — MacroPoint only collects location during an assigned tracking session, and shares it only with your carrier. 'While Using the App' isn't enough and tracking will fail.

Tap Resend for a new code (resending 3x within 24 hours is limited). If no text arrives at all, tap Back and re-enter your phone number, checking the country code.

It was tracking but new location data hasn't arrived on the expected interval — often a VPN, location turned off, or no signal. See the full status list for what each one means and what to do.

Three free options: ELD/GPS, your TMS (API or CSV), or the MacroPoint for Truckers app. Contact your Carrier Activations Consultant (or the Descartes activation team) to set it up — ServiceDesk@Descartes.com / (888) 544-3844 ext. 2.

No app needed. BotLine is a quick check-in link a broker texts you. Tap the link, enter the 3-digit code from the text, allow location for a moment, and take a photo if asked. It is usually done in under a minute.

Turn off any VPN or private browser, then open the link in your normal browser (Safari or Chrome). If it still won't load, copy the link into a fresh browser tab. A VPN or private-relay setting is the usual cause.

When the page asks for location, tap Allow. On iPhone, turn off Private Relay and set Safari location to Allow. Make sure any VPN is off — BotLine needs your real location for the check-in.

Allow location and camera when prompted, turn off any VPN, and confirm you entered the 3-digit code from the text. If it still won't go through, reopen the link in Safari or Chrome and try once more.

Some brokers require a quick proof photo (the truck, trailer, or BOL) as part of the check-in. Allow camera access, take the photo it asks for, and submit. It confirms you are at the right place.

Authorize the Trucker Tools integration for your Entire Organization (so all vehicles/trailers are visible), using the correct Samsara account, and give the asset value exactly as named in Samsara. The Trucker Tools ELD team completes the hookup — eldsetup@truckertools.com / 703-955-3560.

In the Samsara dashboard, open the vehicle, click Share → Live Sharing, set an expiration, and send the link. The viewer sees live location with no Samsara login until it expires.

Usually the integration wasn't authorized for the Entire Organization, the wrong Samsara account was connected, or trailer permissions are off. See 'Missing assets' or contact eldsetup@truckertools.com.

Add the Trucker Tools integration from your Motive account's app marketplace, using the correct Motive account, and provide the asset value as named in Motive. If trailer devices are missing, remove and re-add Trucker Tools in the marketplace to enable trailer permissions. ELD team: eldsetup@truckertools.com / 703-955-3560.

In the Motive Fleet Dashboard, open the vehicle, choose Share Live Location, set a duration, and send the link. No Motive login is needed to view it.

Your integration likely predates Motive's trailer support. Remove Trucker Tools in the Motive marketplace and re-add it to enable trailer permissions, or contact eldsetup@truckertools.com.

Common causes: the load has no asset (truck/trailer) ID set, the asset ID doesn't match the carrier's telematics formatting, or the provider doesn't expose an asset list. See 'Telematics error statuses' and 'Missing assets'.

The load track has no truck/trailer number. Add one from your TMS or manually in the Load Track portal, formatted as in the carrier's asset list. Tracking starts 15–20 minutes after it's added.

Common causes: the provider doesn't expose assets (Omnitracs, Big Road, etc.), the value isn't formatted like the carrier's telematics account, not all providers are integrated, the truck is ELD-exempt, or trailer permissions are missing. See 'Missing assets'.

Either open the Load Track email link and click Modify ELD, or log in to the Carrier Portal → My Loads → 3-dots → Edit Driver Details.