Item appears missing
- Confirm the Dispatch date or time range.
- Clear filters and switch back to a broad view.
- Search using your confirmation number. For a partner’s number, select Affiliate Ref, enter the full reference including punctuation, and select it to apply the filter.
- Confirm your account can access the relevant work.
- Check whether the reservation was canceled, completed, or otherwise moved out of the current view.
Selecting a Recent search restores its saved filters. Recheck its date and the chips in the search bar. Remove a chip with × when it is narrowing the results unexpectedly.
Assignment or status looks wrong
Reload the reservation, compare its current values with the board, and confirm another user did not make a newer change. Do not create a duplicate reservation or resource as a first response.
For a farmed-out trip, review the affiliate’s relayed status and chauffeur acceptance separately from your own trip status. A missing partner vehicle or chauffeur detail may require follow-up with the affiliate.
Assignment is refused by a booking rule
Confirm Driver Assignment or Driver Not Assigned lists the rule behind the refusal. For a vehicle-type reason, compare the driver’s vehicle type with the booked type and check that type’s Fallbacks tab in Fleet. An administrator can review the rule in Settings → Dispatch → Operations → Assignment rules. Choose a suitable driver rather than changing a company-wide rule for one trip. See Review operations settings safely.
Nearby drivers shows a message instead of a list
- Nearby drivers are not enabled: the tab isn’t available for your company. Assign from Assign driver or Affiliates instead.
- The hub refused this pool: the selected pool isn’t available for your company. Choose another pool.
- Could not load nearby drivers: select Retry. If it keeps failing, assign from Assign driver.
End shift is refused
End shift is refused while the driver has an active ride; the message asks you to complete the active ride first. Check the driver’s current booking, and end the shift after the ride is finished. End shift is unavailable when the driver is not on shift or on a break.
A warning or price difference remains
Open the booking’s warning badge and read the unresolved messages. Correct the issue, then resolve the relevant warning. If Needs Attention still includes the booking, check its other enabled conditions, such as a dispatch note or missing information. Resolving a warning does not clear every possible attention condition.
For an affiliate price difference, reopen the booking’s affiliate charges and Settlement → Payables. Review the latest amounts before accepting a change. If the price changed during your review and acceptance is refused, refresh the details and assess the new amount. Follow the affiliate workflow rather than recreating the booking or repeating a payout.
Sign-in is requested again
Sign in again with your own account, reopen the reservation and check its saved state before repeating an action. Session expiry does not mean that your role was removed. See Manage team access and permissions for session limits and access checks.
If the issue remains, record the topic ID, reservation reference, approximate time, and non-sensitive error text for the approved operational escalation process.