Mobile app troubleshooting
You will be able to work through the common driver app problems in order, from the switches in Settings to the booking and the phone, and fix most of them without calling support.
Almost every driver app problem comes down to one of five things: a switch that is off, a phone number that does not match, a booking without the driver on it, a phone without signal or permissions, or a message that was skipped. Check in the order below; each check is quick and rules out the next.
OTP Not Received
Check | Where | Fix |
|---|---|---|
OTP via WhatsApp is on | Settings › Notification Settings | Switch it on. |
Phone matches the driver record | Drivers › Phone | Correct the number, including country code; the driver re-requests the code. |
The message was sent | Settings › Notification Delivery Log | Look for Status, Skip and Error on the OTP row; Skip usually means a toggle or number problem. |
WhatsApp works on that number | The driver’s phone | WhatsApp must be installed and registered to the same number. |
Plan allowance | Settings › Subscription Details | WhatsApp messages beyond the plan are billable; check the account is in good standing. |
Login Refused
Check | Where | Fix |
|---|---|---|
Enable Driver Mobile App is on | Settings › Company | Tick it and save. |
Enable Mobile App is on for this driver | Drivers › the driver record | Tick it and save. |
Driver is active | Drivers › Is Active | An inactive driver cannot log in. |
Right number | Drivers › Phone | The driver must use the number on the record, not a second phone. |
Trip Not Showing
Check | Where | Fix |
|---|---|---|
Driver is on the booking | Bookings › Driver | Set the Driver field to this driver and save. |
Booking is current | Bookings › Booking Status and dates | A cancelled booking or one outside the app’s date view does not appear. |
Phone has synced | The driver’s phone | Pull to refresh with signal. |
Logged in as the right driver | The app | Two drivers sharing a phone see only the logged-in driver’s trips. |
Location Not Showing
Check | Where | Fix |
|---|---|---|
Location sharing is on in the app | The driver’s phone | Turn on sharing; allow location for the app in phone settings, including in the background. |
Driver is on a booking for the vehicle | Bookings | Without a booking the position has no vehicle to attach to. |
Vehicle shows the setup dialog | Live Tracking | Nothing has reported yet; sharing from the app or a GPS device is needed. |
Last seen is old | Live Tracking | The phone is out of signal or the app was closed; the vehicle shows Offline until it reports again. |
Battery saver | The driver’s phone | Exempt the app from battery optimisation. |
Photos Not Reaching The AI Inbox
- Check AI › AI Inbox › To review with Attachments only off; the item may be there without a thumbnail.
- Click refresh on the inbox; items sent a moment ago can take a little while.
- Ask whether the photo was sent with signal; held photos upload when the phone reconnects.
- If the driver sent it on WhatsApp, confirm they used the company number set up for the inbox.
Still Stuck
Note the driver’s name, the phone number on the record, the LR number and the time, and contact support from inside the app or on WhatsApp. The Notification Delivery Log row and a screenshot from the driver’s phone shorten the fix.
Need Help?
Chat with the NShine ERP support team on WhatsApp at +91 79950 87755, or ask from inside the app. Last checked 9 November 2026 against app.nshineerp.com.