# Tracking Help Center
Carrier load-tracking help from the makers of BotLine — covering Trucker Tools, MacroPoint, BotLine, Samsara, and Motive.

# Share your live location (Samsara) [samsara] (audience: Carrier / Dispatch; slug: samsara-share-live-location)
Official source: Samsara — Live Sharing (official) — https://kb.samsara.com/hc/en-us/articles/360043281171-Live-Sharing
Samsara Live Sharing creates a secure web link that shows a vehicle's real-time location and recent trail. Anyone with the link can view it (no Samsara account needed) until it expires or you turn it off. It's the fastest way to give a broker live visibility on a load.
Step 1. Sign in to the Samsara dashboard: Go to cloud.samsara.com and log in with your fleet admin or dispatcher account.
Step 2. Open the vehicle: Go to Fleet → Vehicles (or the live map) and select the truck assigned to the load.
Step 3. Start Live Sharing: On the vehicle's detail/map view, click Share (the share icon) and choose Live Sharing / Create a live-sharing link.
Step 4. Set how long to share: Pick an expiration (e.g. a few hours, the trip length, or a custom window). The link stops working automatically when it expires.
Step 5. Copy the link and send it: Copy the generated URL and send it to the broker by email or text. They open it in any browser to watch the truck move in real time.
Step 6. Stop sharing early (optional): Return to the vehicle's share menu and disable the link any time to revoke access before it expires.
Note: The exact button labels can vary slightly by Samsara dashboard version — use the official guide if your screen differs.
Note: The viewer sees only location for the share window; they don't get access to your Samsara account.

# Connect your Samsara ELD to Trucker Tools [samsara] (audience: Carrier / Dispatch; slug: samsara-connect-trucker-tools)
When your Samsara account is integrated with Trucker Tools, loads can track straight from the truck's ELD/GPS — the driver doesn't need to install an app. The Trucker Tools ELD team sets up the connection; your job is to authorize access correctly so every truck and trailer is visible.
## What to get right when connecting
- Grant access to the Entire Organization: During setup, the integration must be authorized for your Entire Organization — not a single vehicle or group. If it wasn't, Trucker Tools has to remove and re-add the integration to see all vehicles/trailers.
- Use the correct Samsara account: If your fleet has more than one Samsara account, make sure the one integrated is the account that actually contains the trucks you're tracking.
- Include trailer devices if you track trailers: Make sure trailer permissions are enabled so trailer assets appear, not just tractors.
- Match the asset value: Give your broker the truck/trailer value exactly as it's named in Samsara. If you give a physical truck number but Samsara names the device differently, the load won't match.
Note: Trucker Tools initiates and completes the integration. Set it up or fix a missing-asset issue with the ELD team at eldsetup@truckertools.com or 703-955-3560.
Note: No truck visible after connecting? See 'Missing assets' for provider-specific fixes.

# Share your live location (Motive) [motive] (audience: Carrier / Dispatch; slug: motive-share-live-location)
Official source: Motive — Share Live Location (official) — https://helpcenter.gomotive.com/hc/en-us/articles/31284743621533-Share-Live-Location
Motive's Share Live Location creates a link that shows a vehicle's real-time position to anyone you send it to, for a duration you choose. No Motive login is required to view it — ideal for giving a broker live tracking on a load.
Step 1. Open Motive: Sign in to the Motive Fleet Dashboard at fleet.gomotive.com (or use the Motive app).
Step 2. Find the vehicle: Open Fleet View / the live map and select the truck running the load.
Step 3. Choose Share Live Location: From the vehicle's actions, select Share Live Location.
Step 4. Set the sharing duration: Choose how long the link should stay active. It expires automatically at the end of that window.
Step 5. Send the link: Copy the generated link and send it to the broker. They open it in a browser to see the live location.
Note: Menu labels may differ slightly by Motive version — the official guide has the current screenshots.
Note: Sharing only exposes location for the chosen window, not your Motive account.

# Connect your Motive ELD to Trucker Tools [motive] (audience: Carrier / Dispatch; slug: motive-connect-trucker-tools)
Integrating Motive (KeepTruckin) with Trucker Tools lets loads track directly from the truck's ELD, so the driver doesn't have to install an app. You authorize the connection from your Motive account; the Trucker Tools ELD team completes setup.
## What to get right when connecting
- Add Trucker Tools from the Motive marketplace: Authorize the Trucker Tools integration in your Motive account's app marketplace. If trailer devices are missing later, your integration predates Motive's trailer support — remove Trucker Tools in the marketplace and re-add it to enable trailer permissions.
- Use the correct Motive account: If your fleet has multiple Motive accounts, confirm the integrated account is the one that contains the trucks you're tracking.
- Match the asset value: Provide the truck/trailer value exactly as it's named in Motive so loads match to the right asset.
Note: Trucker Tools completes the integration. Set it up or fix a missing-asset issue with the ELD team at eldsetup@truckertools.com or 703-955-3560.
Note: No truck visible after connecting? See 'Missing assets' for provider-specific fixes.

# Broker says I'm not tracking — but I have the app [tt-app] (audience: Driver; slug: trucker-tools-not-tracking-but-have-app)
Answer: Almost always a VPN is on or location isn't set right. Turn off any VPN, make sure the app's location is set to Always (iPhone) / Allow all the time (Android), tap START on the load, and confirm it shows 'Tracking On.' That fixes most cases.
You installed the Trucker Tools app but the broker can't see your location. This is the most common tracking issue, and it's almost always one of the checks below. Go through them in order.
## Run these checks in order
- 1. Turn OFF any VPN on your phone: A VPN hides or fakes your phone's real location and can block tracking entirely. Fully turn off any VPN app or VPN setting before anything else, then reopen the Trucker Tools app. This is a frequent, easy-to-miss cause.
- 2. Did you actually tap START on the track?: Having the app installed isn't enough. Open the assigned load and tap START (the green Start Track box). The app should then read 'Tracking On.' If you never tapped Start, no location is being sent — this is the most common miss.
- 3. Is location permission set to ALWAYS / Allow all the time?: The Trucker Tools location setting must be Always (iPhone) or Allow all the time (Android), with Precise Location turned on. 'While Using the App' or 'Only this time' is NOT enough and tracking will drop. A red banner at the top of the app means location isn't set correctly — tap it and fix it.
- 4. Did you open / accept the assigned load in the app?: After your phone number is verified, the assigned load appears in the app automatically. You still have to open it and start the track. If you haven't opened the app for this specific load, tracking won't begin.
- 5. Are you still tracking another (previous) load?: Tracking will not start for a new load while you're still actively tracking a previous one. Open the old load, scroll to the bottom, and End that track first — then start the new load.
- 6. Force-close the app (swipe up) and reopen it: Swipe up from the bottom (or use the app switcher) to fully close Trucker Tools, then reopen it. This makes the app re-check your location permission and resume the track, and it clears most stuck states. Re-open the load and confirm 'Tracking On.'
- 7. Re-check after any settings change: If your phone's location setting changed at any point during the trip, the red banner returns and tracking stops. Set it back to Always / Allow all the time, reopen the load, and confirm the status shows 'Tracking On' again.
Note: Trucker Tools only sends your location while a load is actively tracking — it does not track you the rest of the time.
Note: Still not working after all six? A device battery-saver or background-location restriction may be blocking the app, or the carrier/broker may need to re-send the tracking link. Contact support@truckertools.com.

# Download the Trucker Tools driver app [tt-app] (audience: Driver; slug: trucker-tools-download-app)
A tracking text is sent up to 24 hours before pickup. The same steps work on Apple and Android.
Step 1. Tap the link in the text message: A text is sent within 24 hours of the load's pickup time. Tap the link — you can begin tracking up to 24 hours before pickup.
Step 2. Install from the App Store / Google Play: The link opens the free Trucker Tools app listing. Install it. If you already have the app, the link opens directly to the load.
Step 3. Verify your phone number: If no number is tied to the app yet, you'll authenticate with a 4-digit code texted to your phone.
Step 4. Tap START to begin the track: Once verified, the assigned load appears automatically. Tap START. Location must be set to ALWAYS ALLOW (iPhone) / ALLOW ALL THE TIME (Android).
Note: If location isn't set to always-allow, tracking won't run reliably — see the location-settings guide for your phone.

# Start and end a load track (Trucker Tools app) [tt-app] (audience: Driver; slug: trucker-tools-start-end-load-track)
Trucker Tools only stores location while you're actively tracking a load.
Step 1. Tap the link: You'll get a text with a link when the broker creates the load track. Tap it to open (or download) the Trucker Tools app.
Step 2. Allow location when prompted: If your device's location isn't set correctly, the app prompts you to change it when you open the load.
Step 3. Enable location: The app prompts you to enable location before tracking. Tap it and you'll be taken to settings to adjust.
Step 4. Tap Start Track: After location is set, a green Start Track box appears. Tap it.
Step 5. Confirm 'Tracking On': With location correct and tracking started, the app shows Tracking On.
Step 6. Pause or End the track: Scroll to the bottom to pause or end. Pausing asks for a restart time; ending may prompt you to complete load actions.

# Fix location settings — iPhone (Apple) [tt-app] (audience: Driver; slug: trucker-tools-location-settings-apple)
If location isn't set to Always, the app shows a red banner and tracking can drop.
Step 1. Tap the notification: When location isn't set right, the app shows a red banner at the top prompting you to change settings to Always Allow.
Step 2. Enable location: After tapping the notification, the app shows a screen to enable location and notifications. Tap Enable on location.
Step 3. Open Settings: A screen explains how to reach location settings. Tap Open Settings to make the change.
Step 4. Select 'Always': Under Allow Location Access, choose Always. Turn on Precise Location for the most accurate tracking.
Step 5. Confirm Tracking On: With settings correct, the status shows Tracking On when you Start Track.
Step 6. Watch for the red banner: If settings change mid-trip the red banner returns — repeat these steps to set it back to Always.
Note: Trucker Tools does not store your location unless you're actively tracking a load.

# Fix location settings — Android [tt-app] (audience: Driver; slug: trucker-tools-location-settings-android)
A red banner means location isn't set correctly. Set it to Allow all the time.
Step 1. Tap the notification: If location isn't set correctly, a red banner appears at the top prompting you to change settings to Allow all the time.
Step 2. Enable location: After tapping the notification, the app shows a screen to enable location and notifications. Tap Enable on location.
Step 3. Open Settings: A screen shows how to reach location settings. Tap Open Settings to adjust and ensure tracking is on.
Step 4. Select 'Allow all the time': In phone settings, choose Allow all the time. Turn on Precise Location for more accurate tracking.
Step 5. Confirm Tracking On: With settings correct, the status shows Tracking On when you Start Track.
Step 6. Watch for the red banner: If settings change during transit the red banner returns — repeat to set it back to Allow all the time.
Note: Trucker Tools does not store your location unless you're actively tracking a load.

# How auto-start tracking works (Trucker Tools) [tt-app] (audience: Driver; slug: trucker-tools-auto-start-tracking)
Tracking can start by itself, but only when all of these happen.
## Tracking auto-starts when ALL three occur
- The previous load is finished: The driver ended the previous load track, or isn't currently tracking any load.
- The app is opened in the window: The driver opens the Trucker Tools app up to 24 hours before the scheduled pickup time.
- Location is set to always-allow: The device's location setting is ALWAYS ALLOW (iPhone) / Allow all the time (Android).
## Tracking will NOT auto-start if
- Still tracking a previous load: The driver is currently tracking another load.
- The app was never opened: The driver hasn't opened the Trucker Tools app on the device.
- A custom start-time window applies: A TMS-specific start customization can change the window. Example: with a 2-hour start window (instead of the default 24h), opening the app more than 2 hours before pickup won't auto-start; it will start if opened any time inside the 2-hour window.
- Location isn't always-allow: The device location isn't set to ALWAYS ALLOW / Allow all the time.

# Scan and upload documents (Trucker Tools) [tt-app] (audience: Driver; slug: trucker-tools-document-scanner)
Scanned documents are delivered directly to the broker the moment you submit.
Step 1. Choose Scan: While tracking a load, tap Scan from the main screen. Allow the app to use your camera.
Step 2. Scan on a location (if asked): Some loads require the scan to be attached to a stop. Choose Scan on the pickup or drop-off location.
Step 3. Auto-capture the image: With auto-capture on, the image scans automatically and lets you scan another immediately. Tap Save to finish.
Step 4. Or capture manually: Auto-capture is the default. To switch, tap Auto in the top-right and take the photo yourself, then Save to upload.
Step 5. Pick the document type: Choose the document type — e.g. proof of delivery, bill of lading, freight bill, log, fuel/scale receipt, invoice, rate confirmation, photo, and more.
Step 6. Name and submit: Name the document, then re-scan or submit. The broker is notified immediately.
Note: Document types include: proof of delivery, bill of lading, freight bill, log, fuel receipt, scale receipt, invoice, trip sheet, proof of performance, air chute, reefer keypad, side of truck, seal, rate confirmation, photo, and other.

# Complete custom load actions (Trucker Tools) [tt-app] (audience: Driver; slug: trucker-tools-custom-actions)
You'll get app notifications when a broker sets custom actions on a shipment.
Step 1. Open Actions: If the broker set custom actions, you'll see them on the main track-details screen or in the stop-details screen for each location.
Step 2. Take photos of the vehicle/load: A broker may ask for photos of the truck, trailer, or load. Tap capture, take the photo, and submit.
Step 3. Complete the inspection checklist: A broker can request a customized checklist that requires you to select an option for each item.
Step 4. Enter piece / pallet / bag count: Count is an open text field (customizable by the broker). Enter the total for the load.
Step 5. Confirm arrived / departed: We send the broker the geofence in/out times for each stop; some brokers also require you to check these boxes per load.
Step 6. Add a signature: Use the app to capture a signature on the load to verify the details submitted in the custom actions.

# Telematics tracking error statuses (and how to fix them) [tt-connection] (audience: Carrier / Dispatch; slug: telematics-error-statuses)
Resolve these common errors to get a telematics (ELD) load tracking successfully.
## Common error statuses
- Provided asset value is not found for this carrier: The asset ID on the load isn't in the carrier's available-assets list. Fix the formatting with Trucker Tools Fuzzy Match. Omnitracs: use the vehicle ID. Big Road: use the person ID. If the asset isn't listed at all and there's no near-match, follow the missing-assets troubleshooting.
- Load is set to telematics track — asset is not set: The load track has no truck/trailer (asset ID), so tracking can't start. Add a truck or trailer number from your TMS or manually in the Load Track portal, formatted as in the carrier's asset list. Tracking initiates in 15–20 minutes after it's added.
Note: For asset-not-found errors with no near-match, see 'Missing assets'. Questions: contact the telematics team at eldsetup@truckertools.com.

# Missing assets — troubleshooting (telematics) [tt-connection] (audience: Carrier / Dispatch; slug: telematics-missing-assets)
A carrier's integration can be missing assets for several reasons. Work through these scenarios.
## General troubleshooting
- Provider doesn't expose an asset list: Omnitracs, Big Road, Mercer, Ivia, Switchboard, GPS Border, and Ariontech don't permit access to the carrier's asset list. For Big Road & Omnitracs, find the Person ID / Vehicle ID and enter that on the load.
- Asset value formatting mismatch: Verify the carrier gives you the truck/trailer value exactly as it's formatted in their telematics account. Some give the physical truck number rather than the device name. Example: carrier says truck '123' but the device is named 'John Smith' in their account.
- Not all providers integrated: Confirm how many providers the fleet uses and that each is set up. Many carriers run multiple providers but only integrate some — or they're switching providers and haven't updated the Trucker Tools connection.
- ELD-exempt truck: An ELD-exempt truck won't be available via an ELD integration. Check whether it has an in-cab GPS or trailer device; otherwise the driver must track via the Trucker Tools app.
- Trailer-device permissions: If the missing asset is a trailer device, trailer permissions may be missing or the carrier hasn't integrated their trailer provider.
## Provider-specific fixes
- Samsara: The carrier may not have selected 'Entire Organization' during setup — the integration must be removed and re-added to grant access to all vehicles/trailers. Or they have multiple Samsara accounts and integrated the wrong one. Verify with eldsetup@truckertools.com.
- Motive: Missing trailer devices usually mean the integration predates trailer support — the carrier removes Trucker Tools in their Motive marketplace and re-adds it to enable trailer permissions. Or they integrated the wrong Motive account.
- DriverConnect / SkyBitz: Only assets active within a recent window show: DriverConnect = last 24 hours, SkyBitz = last 4 hours.
- Geowiz / ALS: Assets integrate separately; the carrier obtains an API key per asset from the provider, then Trucker Tools updates the integration.
- Geotab: Geotab allows calling only 10 device types at a time; if an asset is missing, Trucker Tools must enable that device type for the carrier.
Note: Questions: contact the telematics team at eldsetup@truckertools.com or 703-955-3560.

# View & manage your assigned loads / update the truck [tt-connection] (audience: Carrier / Dispatch; slug: carrier-view-manage-loads)
Trucker Tools lets carriers update the truck/trailer (asset ID) on live load tracks. Use whichever method you prefer.
## Method A — Load Track email
- Open the Load Track: Ask the broker to add your email to the carrier contact info on the load. Once the Load Track is created you'll get an email from noreply@truckertools.com with a link. Click 'Enter Driver's Cell Phone' to reach the load-track details.
- Update the truck/trailer: On the load track page you can view the current track and update the vehicle/trailer assigned to the load by clicking Modify ELD.
## Method B — Carrier Portal
- Log in to the Carrier Portal: If you don't know your credentials, use 'Don't remember your password?' or contact support@truckertools.com / 703-955-3560.
- Open My Loads and edit: In the left menu choose My Loads. From your active loads, click the 3-dots icon to the right of the load and choose 'Edit Driver Details' to change truck/trailer/driver info.
Note: ELD setup help: eldsetup@truckertools.com or 703-955-3560 (Mon–Fri 8:30am–5:00pm ET).

# MacroPoint says I'm not tracking — fix it [macropoint] (audience: Driver; slug: macropoint-not-tracking)
Official source: Descartes MacroPoint — Tracking Statuses (PDF) — https://cdn2.hubspot.net/hubfs/3839244/Tracking%20Statuses%20vFinal-Updated.pdf
Answer: Turn off any VPN first, make sure you have signal, and set the MacroPoint app's location to Always (iPhone) / Allow all the time (Android). If it still won't track, force-close and reopen the app, and as a last resort uninstall and reinstall it.
You have the MacroPoint for Truckers app but your carrier or broker can't see your location. Work through these in order — the first few fix almost everything.
## Run these checks in order
- 1. Turn OFF any VPN: A VPN hides or fakes your phone's real location and blocks tracking. Turn off any VPN app or VPN setting, then reopen MacroPoint for Truckers.
- 2. Check your phone is on and has signal: MacroPoint needs cell or data service to send your location. In a dead zone it can't post until you have signal again — it catches up once you're back in coverage.
- 3. Set location to Always / Allow all the time (Precise on): This is the #1 cause. MacroPoint must have location set to Always (iPhone) or Allow all the time (Android), with Precise location on. 'While Using the App' only tracks while the app is open on your screen — that won't work while you drive. Your phone's settings control this; if you changed them, the app can't track.
- 4. Finish signing in (enter the PIN): If you never entered the texted PIN code and tapped Verify, the app isn't active. Reopen it and finish verifying your phone number — tap Resend if you didn't get the code.
- 5. Make sure you didn't hide your location: If your status reads 'Location Hidden by Driver,' location sharing was turned off in the app. Turn location sharing back on to resume tracking.
- 6. Android: turn off battery saver / allow background: Battery-saver or 'optimized' battery settings can stop MacroPoint from updating in the background. In Settings, allow the app to run in the background and exclude it from battery optimization. It only uses GPS when you move about 100 meters, so it won't drain your battery.
- 7. Force-close the app and reopen it: Swipe up to fully close MacroPoint for Truckers, then reopen it so it rechecks your location permission and resumes.
- 8. Last resort: uninstall and reinstall: Delete the MacroPoint for Truckers app, reinstall it from the store, and verify your phone again. This clears most stuck states.
Note: Always Allow does NOT mean you're tracked all the time — MacroPoint only collects location during an assigned tracking session, and only shares it with your carrier.
Note: Still stuck? Descartes support: ServiceDesk@Descartes.com or (888) 544-3844 ext. 2.

# Install the MacroPoint driver app [macropoint] (audience: Driver; slug: macropoint-install-app)
Official source: Descartes — MacroPoint App Install Guide (PDF) — https://carrier.descartesconnect.com/hubfs/App%20Install%20Guide%20v0624-1.pdf
Works on iPhone and Android, takes about a minute. MacroPoint only gathers location during an assigned tracking session — not all the time.
Step 1. Open or download the app: Tap the link in the text message if you got one, then Download MacroPoint App. Or search 'MacroPoint for Truckers' in the App Store / Google Play, Install, and Open.
Step 2. Accept the prompts: Select Allow / Agree on the permission and terms screens, then Next.
Step 3. Set location to Always Allow: When asked for location, choose Always Allow (iPhone) / Allow all the time (Android), and turn on Precise location. 'Only While Using the App' or 'Deny' will stop tracking.
Step 4. Verify your phone number: Confirm your country code, enter your phone number, and Submit. You'll get a text with a PIN code — enter it and tap Verify, then Home. No code? Tap Resend, or Back to re-enter your number.
Step 5. Confirm you're set up: Once verified you'll land on the home screen — you're ready to track. Loads track automatically while you drive.
Note: Selecting Always Allow does NOT mean constant tracking — MacroPoint only collects location during an assigned tracking session, and shares it only with your carrier.
Note: There's no cost to download or use the MacroPoint for Truckers app.
Note: Tracking not working after install? See the MacroPoint 'not tracking' fix.

# Connect your tracking to MacroPoint (ELD/GPS, TMS, or app) [macropoint] (audience: Carrier / Dispatch; slug: macropoint-connect-tracking)
Official source: MacroPoint — FAQs (official) — https://macropoint.com/faqs/
Descartes MacroPoint can receive your location three ways. All carrier integration methods are free of charge.
## Integration options
- ELD / GPS: Connect your ELD or GPS provider so trucks track automatically by truck number — no driver app needed.
- TMS (API or CSV): Feed location from your Transportation Management System via API integration or CSV upload.
- MacroPoint for Truckers app: Drivers install the mobile app and track per load — use this when a truck isn't on a connected ELD/GPS.
## Getting set up
- Contact your Carrier Activations team: Reach out to your Carrier Activations Consultant or the Descartes activation team. Descartes handles the technical setup.
- It's free: Descartes does not charge for any carrier integration method — ELD/GPS, TMS, or mobile app.
Note: Location data is used only for customer visibility during tracking sessions — never sold. Support: ServiceDesk@Descartes.com or (888) 544-3844 ext. 2.

# MacroPoint tracking statuses explained [macropoint] (audience: Carrier / Dispatch; slug: macropoint-tracking-statuses)
Official source: Descartes — Tracking Statuses (PDF) — https://cdn2.hubspot.net/hubfs/3839244/Tracking%20Statuses%20vFinal-Updated.pdf
These are the statuses in the Descartes MacroPoint portal. Use them to tell whether a load is tracking, waiting, or needs action.
## Tracking is working / expected
- Ready to Track: Set up for tracking but hasn't reached its start date/time yet.
- Tracking Now: Successfully tracking — MacroPoint is receiving location data as expected.
- Tracking – Waiting for Update: It was tracking (or an asset was assigned) but new location data hasn't arrived on the expected interval.
- Tracking Completed Successfully: The session ended and location data was received consistently for the whole load.
- Requesting App Install / Requesting Installation: The driver was texted a link to install the app but hasn't yet (or hasn't enabled Always location). 'Requesting Installation' (Canada) doesn't require the app; US/Mexico do.
## Needs attention
- Invalid Truck Number / Invalid Trailer Number: The truck/trailer ID on the session is missing, incorrect, or a dummy value. Fix the asset ID.
- Phone Not Locatable / Incompatible Phone: The driver's phone doesn't support the app and can't track for this load.
- Reported Wrong Number / Reported Landline: The phone number is invalid or a landline, so it can't be tracked.
- Driver Phone Unresponsive: The device isn't responding to MacroPoint's ping requests.
## Ended / driver opted out
- Stopped by Creator: The requester (shipper/broker) cancelled the tracking session.
- Stopped Early by Driver: The driver ended the session before completion.
- Location Hidden / Denied / Refused Installation: The driver opted out of tracking, rejected the request, or declined to install the app.
- Expired statuses: Expired without Location, Expired Without Installation, Expired with Location Hidden, or Expired with Driver Phone Unresponsive — the session ended without usable location for that reason.
Note: Trip Sheet statuses (Deployed / In Progress / Completed / Expired) track a trip sheet's progress. Questions on a specific load: ServiceDesk@Descartes.com or (888) 544-3844 ext. 2.

# My BotLine check-in won't go through [botline] (audience: Driver; slug: botline-not-working)
Official source: BotLine — getbotline.com — https://getbotline.com
Answer: Turn off any VPN, open the link in Safari or Chrome, tap Allow for location (and the camera if it asks for a photo), then reload and submit. That clears almost every case.
BotLine is quick — most check-ins finish in under a minute. If yours is stuck, run these in order.
## Run these checks in order
- 1. Turn off any VPN: A VPN can hide your location and block the page. Turn off any VPN app or setting, then reopen the link.
- 2. Open the link in a real browser: When you tap the link, if your phone asks which app to open it in, pick Safari or Chrome. If it opened in a private or in-app browser, press and hold the link, copy it, and paste it into Safari or Chrome.
- 3. Allow location when it asks: When the page asks for your location, tap Allow right away. If you already tapped Don't Allow, turn location on for your browser in phone settings and reload. On iPhone, turn off Private Relay if it asks.
- 4. Enter the 3-digit code: Type the code from your text with the big buttons. It never uses 0.
- 5. Allow the camera and take the photo on the page: If it asks for a photo, tap Allow, then take a live photo right there on the page of exactly what it shows — the DOT number, VIN, a street sign, or the area. You can't text the photo back; it only counts when taken on the page.
- 6. Reload and submit again: Pull down to refresh the page, then submit. That clears most stuck check-ins.
- 7. Last resort: try a different browser: Go back to your text messages, open the link again, and this time choose a different browser — Safari instead of Chrome, or the other way around.
Note: Do the whole check-in on the BotLine page. You can't reply to the text with your photo or check-in — it only works on the page.
Note: The link is only for this check-in — no app, and no ongoing tracking.
Note: Still stuck? Ask the broker who sent it to resend the link.

# Do a BotLine check-in (start to finish) [botline] (audience: Driver; slug: botline-driver-verification)
Official source: BotLine — getbotline.com — https://getbotline.com
Answer: Tap the link, type the 3-digit code (it never uses 0), tap Allow for location, take a live photo if asked, and submit. Done in under a minute.
No app, no download. The broker texts you a link and you finish right in your browser. It's quick and easy.
Step 1. Tap the link in the text: If your phone asks which app to open it in, choose Safari or Chrome. The page opens in your browser and walks you through it.
Step 2. Type the 3-digit code: Use the big buttons to enter the code from your text. It never uses 0.
Step 3. Allow location when it asks: When the page asks for your location, tap Allow right away.
Step 4. Take a live photo if asked: Tap to open the camera on the page and take a live photo of what it shows — the truck, VIN, DOT number, a street sign, or the area. Take it on the page; don't reply to the text with a picture.
Step 5. Submit: Tap submit and you're done. The broker sees it right away.
Note: Do everything on the BotLine page. You can't reply to the text with your photo or check-in — it only works on the page.
Note: The link is only for this check-in — no app and no ongoing tracking.

# The BotLine link won't open [botline] (audience: Driver; slug: botline-link-wont-open)
Official source: BotLine — getbotline.com — https://getbotline.com
Answer: Copy the link and open it in Safari or Chrome, and turn off any VPN or private browser. Then it opens fine.
Almost always this is a private/in-app browser or a VPN. Here's the quick fix.
Step 1. Pick a browser when asked: When you tap the link, if your phone asks which app to open it in, choose Safari or Chrome.
Step 2. Or copy the link in: Press and hold the link in your text, choose Copy, then paste it into Safari or Chrome's address bar.
Step 3. Turn off VPN or private browsing: If you use a VPN, private browsing, or an in-app browser, turn it off and open the link again.
Step 4. Last resort: a different browser: Go back to your text messages and open the link again, this time picking a different browser — Safari instead of Chrome, or the other way around.

# Turn on location for BotLine [botline] (audience: Driver; slug: botline-allow-location)
Official source: BotLine — getbotline.com — https://getbotline.com
Answer: Tap Allow when it asks. If you missed it, allow location for Safari or Chrome in your phone settings, turn off Private Relay/VPN, and reload the page.
BotLine needs your location for the check-in. It's a one-time Allow — quick and easy.
Step 1. Tap Allow when prompted: The moment the page asks for your location, tap Allow. Don't tap Don't Allow — that blocks the check-in and you'll have to fix it in settings.
Step 2. Missed it? Fix the browser permission: iPhone: Settings → Safari (or Chrome) → Location → While Using. Android: the site's settings → Location → Allow.
Step 3. Turn off Private Relay and VPN: On iPhone, turn off iCloud Private Relay. Turn off any VPN too.
Step 4. Reload the page: Pull down to refresh, then do the check-in again so the page can ask for location again.

# Take the photo BotLine asks for [botline] (audience: Driver; slug: botline-photo)
Official source: BotLine — getbotline.com — https://getbotline.com
Answer: Take a LIVE photo of what the screen asks for: the DOT/MC number on the door, the VIN plate, the nearest street/highway sign, or the area around you. Don't upload an old photo, screenshot, or paperwork.
Take a live photo of exactly what the screen asks for. Don't upload an old photo, a screenshot, or paperwork unless the broker says so.
## What to photograph
- DOT number: A photo of the DOT or MC number on the truck door or side.
- VIN: A photo of the VIN plate or VIN label on the truck.
- Street sign: A photo of the nearest readable street, highway, exit, or facility sign.
- Area photo: A photo showing the pickup, delivery, truck stop, road, or dock around you.
## How to take a good one
- Take it on the page: The camera opens right inside the BotLine page — take the photo there. You can't reply to the text with a picture, and an old photo or screenshot won't count.
- Get the whole marking in frame: Fit the full DOT/MC number, the whole VIN, or the entire sign in the shot — not just part of it.
- Make it clear: Good light, hold the phone steady, and get close enough to read it. Don't zoom in too far — step closer instead.
- Blurry? Retake it: If it's blurry or hard to read, snap it again before you submit.
Note: Make sure Camera is allowed — tap Allow when it asks. If the camera won't open, open the link in Safari or Chrome.
Note: You must take the photo on the BotLine page. Replying to the text with a picture does not check you in.

# Enter your BotLine code [botline] (audience: Driver; slug: botline-code)
Official source: BotLine — getbotline.com — https://getbotline.com
Answer: Type the 3-digit code from your text using the big buttons on screen. It never uses the number 0. Autofill may not work — that's fine, just type it.
Your BotLine code is 3 digits. Type it with the big buttons on the screen — easy.
## Tips
- It never uses 0: If you think you see a 0, look again — BotLine codes never include 0.
- Autofill is optional: If the code doesn't autofill, just type it with the big buttons.
- Code text didn't arrive?: Check your default messaging app and any other texting apps you use. If it's not in any of them, ask the broker to resend.
- Wrong or expired code: Double-check the digits in your text and re-enter. If it expired, ask the broker to resend.

# I didn't get the BotLine text [botline] (audience: Driver; slug: botline-no-text)
Official source: BotLine — getbotline.com — https://getbotline.com
Answer: Make sure the broker has your correct number, check blocked and spam messages, and ask them to resend. If your phone blocks unknown texts, give them another number.
No text yet? It's usually the wrong number or message filtering. Quick to sort out.
## Try these
- Check the number: Make sure the broker has your correct cell number.
- Check your other messaging apps: If you use more than one texting app (or both iMessage and SMS, or an RCS app), check each one and your default messaging app — make sure you're looking at the line the text went to.
- Check blocked / spam: Look in blocked messages, spam filtering, and any carrier message filtering.
- Ask for a resend: Have the broker resend the link. If your phone blocks texts from unknown numbers, give them a number that can receive it, or ask them to try again.

# Send a BotLine verification (dispatchers) [botline] (audience: Carrier / Dispatch; slug: botline-dispatcher-verification)
Official source: BotLine — getbotline.com — https://getbotline.com
Answer: Send the request and BotLine texts the driver a link, confirms their phone, collects GPS and any photo, and shows the result in your portal. If it says Review or Do Not Release, follow your release process before letting the load go.
After you send a request, BotLine handles the rest — usually you don't need to do anything else.
## What BotLine does after you send it
- Texts the driver a link: The driver gets a secure link by text — no app to download.
- Confirms the phone: The driver verifies with a short 3-digit code.
- Collects GPS + any photo: It collects location when allowed, plus any requested live proof photo.
- Shows the result: The submitted proof is reviewed and the result appears in your portal, with the next recommended action if it needs review.
## Dispatcher troubleshooting
- Driver says they didn't get the text: Confirm the driver's number and resend. If the phone opted out of SMS, use another verified contact method.
- Driver can't complete the check-in: Ask them to open the link in Safari or Chrome, allow Location and Camera, and pause any VPN or privacy-browser settings.
- Photo doesn't satisfy the request: Send a new request with clearer instructions. For DOT and VIN, the image must be a live photo of the marking on the truck — not paperwork or a screenshot.
- Result says Review or Do Not Release: Follow your company's review process before releasing. It may flag phone risk, missing GPS, weak photo proof, mismatched DOT/VIN, or another issue needing manual review.
Note: The link is used only for the load check-in. It needs no driver app and does not create continuous background tracking.

# Frequently asked questions

Q: Tracking isn't working — first thing to try?
A: 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.'

Q: The broker says I'm not tracking, but I have the app — why?
A: 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.

Q: My phone keeps dropping tracking / I see a red banner.
A: 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.

Q: When does tracking auto-start?
A: 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.

Q: How do I download the Trucker Tools app?
A: 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.

Q: How do I send the broker a document (BOL/POD)?
A: 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.

Q: What are 'custom actions' the app is asking me to do?
A: 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.

Q: What is BotLine — do I need to download an app?
A: 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.

Q: The BotLine link won't open.
A: 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.

Q: BotLine won't take my location, or says location is off.
A: 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.

Q: My BotLine check-in won't submit.
A: 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.

Q: BotLine is asking for a photo — why?
A: 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.

Q: How do I connect my Samsara ELD to Trucker Tools?
A: 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.

Q: How do I share a live-location link from Samsara?
A: 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.

Q: A truck isn't showing after connecting Samsara — why?
A: 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.

Q: How do I connect my Motive ELD to Trucker Tools?
A: 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.

Q: How do I share a live-location link from Motive?
A: 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.

Q: Trailers aren't showing after connecting Motive — why?
A: 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.

Q: Why isn't my telematics (ELD) load tracking?
A: 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'.

Q: It says 'asset is not set' on the load.
A: 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.

Q: The truck or trailer isn't in the asset list — why?
A: 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'.

Q: I'm a carrier — how do I change the truck on a load?
A: 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.

Q: MacroPoint isn't tracking — first thing to try?
A: 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.

Q: How do I install the MacroPoint driver app?
A: 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.

Q: Why does MacroPoint need 'Always Allow' location? Is it tracking me all the time?
A: 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.

Q: I never got the PIN / my PIN won't work.
A: 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.

Q: What does a MacroPoint status like 'Tracking – Waiting for Update' mean?
A: 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.

Q: How does a carrier connect tracking to MacroPoint?
A: 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.