Troubleshooting & FAQs

I tried to log into the mobile app, but it says “Invalid User.” What does that mean? 

• This means the Microsoft account you're using is not registered to any vehicle in Transpomate. 

• See: Mobile App – Login & Access 

Why can’t I see the expected menu options after logging in? 

• Your menu is role-based. You might only have the Generic User role. 

• See: User Roles & Permissions 

I’ve logged in to the mobile app, but it says “No Active Voyage.” What should I do? 

• There’s no scheduled voyage for your vehicle yet. Contact your Transport Coordinator. 

• See: Mobile App – Home Page 

Why don’t I see passenger or delivery request options? 

• These options appear only if the Company Admin has enabled the respective service modes. 

• See: Company Configuration 

I assigned a role to a user, but they still don’t have access. Why? 

• Permissions only apply after the user logs in to Transpomate for the first time. 

• See: Add Employee & Assign Roles 

Why can’t I submit a passenger request? 

• You may not have a Manager assigned to your department, or the required date/time fields are missing. 

• See: Add Passenger Request

Can I use the same location for pickup and drop? 

• No, the system prevents selecting the same location for both. 

• See: Passenger Request – Important Notes

What happens when a request expires? 

• Expired requests trigger notifications to the requestor, their supervisor, and the approvers. 

• See: Request Expiry Logic 

My delivery request can’t be approved. Why is the Approve button disabled? 

• Mandatory fields (like location and timing) must be filled before approval. 

• See: Manage Delivery Requests – Reviewing 

As a manager, how can I reverse a decision?  

• Use the Reviewed tab to change previously approved or declined requests. 

• See: Manage Passenger Requests – Reviewed Tab

I’m a logistic manager. Why do I see all delivery requests, not just my department’s? 

• Logistic Managers can view requests across all departments. 

• See: Manage Delivery Requests – Overview

Why can't I allocate more than 25 requests to a voyage? 

• There’s a system limit of 25 requests per voyage to maintain operational efficiency. 

• See: Manual Voyage – Step 1 

Why are some vehicles showing with a warning icon during scheduling? 

• They may overlap with existing voyages or have custom availability. 

• See: Manual Voyage – Step 2

Can I edit a route-optimized voyage? 

• Yes, but the route will no longer be optimized. It becomes a manually edited voyage. 

• See: Edit Scheduled Voyages 

Why can’t I edit a load-optimized voyage?

• Editing is currently not supported. You must delete it and reschedule using load optimization. 

• See: Edit Scheduled Voyages – Load Optimized 

Why can’t I see updated capacity values when editing a vehicle already scheduled for voyages? 

• You can edit a vehicle’s capacity (like number of seats, volume, or weight), but the changes will only apply to new voyages scheduled after the edit. Any voyages that were already scheduled with the previous capacity will retain the original values. 

I abandoned a voyage—where do I complete the remaining requests? 

• You’ll be redirected to the Transfer Abandoned Voyage screen to reassign or reject requests. 

• See: Transfer Abandoned Voyage

I accidentally exited during transfer. Where do I resume? 

• Go to the Abandoned tab in Manage Voyages. The voyage will be marked as Transfer Ongoing. 

• See: Transfer Abandoned Voyage – Resume Flow 

Why can’t I complete a drop request first? 

• You must complete the pickup for that same request first. The app will highlight it automatically. 

• See: Ongoing Voyage – Request Workflow

Why am I required to take a photo or signature before completing a delivery? 

• Your company admin has enabled proof of pickup/drop as a required setting. 

• See: Request Verification Configuration

My employee upload shows 0 uploaded—what went wrong? 

• Likely causes include incorrect file format or missing required fields like UPN or Employee ID. 

• See: Bulk Upload Employees

Why is the info icon disabled for my upload? 

• It becomes active only after the upload is processed and failure is confirmed. 

• See: Bulk Upload – Statuses

What happens if I disable an employee? 

• Their associated user account (if already created) is also disabled. 

• See: Edit Employee – Important Notes 

Who receives alerts when a request expires? 

• Notifications are sent to: 

  1. The employee 

  2. Their supervisor (if any) 

  3. The approving Manager or Logistic Manager 

Why didn’t I receive an SMS notification? 

• Ensure your mobile number is correct and your preferred language is configured. 

• See: Bulk Upload – Statuses

What happens if I disable an employee? 

• Their associated user account (if already created) is also disabled. 

• See: Add/Edit Employee – SMS Setup