Sign-in & account
"Invitation link expired."
Invitations are valid for 7 days. Ask the Owner to re-send the invitation from Users → find your name → ⋯ → Resend invite, or contact Elevera support.
"Forgot my password."
On the sign-in page, click Forgot password? and enter your email. A reset link arrives within minutes (check spam). The link is valid for 1 hour. See the full password recovery guide for step-by-step instructions.
"I reset my password but still can't log in."
The reset link is single-use. If you clicked it but didn't finish setting a new password (e.g., closed the browser tab), the link is consumed. Request a new one from the sign-in page.
"I'm logged in but the page says 'Subscription required'."
Your organization's subscription is inactive or unpaid. Dispatchers and drivers see an info page; owners are redirected to the billing page. Contact your Owner to resolve the payment.
"I see a yellow banner telling me to change my password."
Your account was created with a temporary password. You must set a new one before accessing the rest of the platform. This is a one-time requirement — once changed, the banner disappears permanently.
Photo capture (Fleet Go)
"My photo looks blurry on the preview — can I retake it?"
Yes. After every shot Fleet Go shows a full-screen preview with Retake and Confirm buttons. The app does not auto-detect blur, so it's on you to retake before tapping Confirm. Wipe the lens, steady the phone with both hands, and avoid shooting into direct sunlight. See the 6-photo inspection guide for the order and angles.
"I'm offline at the depot — can I still capture photos?"
Yes. Fleet Go captures photos locally and shows an amber offline banner at the top of the Shift tab. They upload as soon as the phone reconnects to Wi-Fi or mobile data — keep the app installed and signed in until the banner disappears.
"Photos are uploading very slowly."
Fleet Go compresses images before upload, but a weak mobile signal can still cause delays. Connect to Wi-Fi if available, and watch the offline banner — once it's gone, the upload is in progress.
"Camera permission was denied — how do I re-enable it?"
Go to your phone's Settings → Fleet Go → Permissions and enable Camera. On iOS you may need to toggle it off and on again. Restart the app after changing permissions. Camera is requested the first time you swipe to start a shift, again at the inspection step, and again inside an incident report.
Shifts
"A shift is stuck on ACTIVE — driver finished hours ago."
The driver's phone may be offline. Ask the driver to open Fleet Go and swipe to close the shift. If the phone has no connectivity, the close request will queue and submit once the device is back online.
"Driver says they ended the shift but it still shows ACTIVE."
The end-shift request may still be uploading. Ask the driver to open Fleet Go — if the swipe-to-close was successful, the app will show a confirmation. If the shift genuinely did not close (e.g., app crash), the driver can re-open Fleet Go and swipe again.
"I can't assign a driver to a shift — they don't appear in the dropdown."
The driver must have an Active status. Check Users to confirm the driver's account is active. Inactive or deactivated users cannot be assigned to shifts.
Review queue
"I tagged a photo Damage but no incident was created."
Tagging triggers the incident form in a slide-over panel that you may have accidentally closed. Reopen the photo review — Fleet shows a Resume incident option to continue where you left off.
"AI flagged a photo but I don't see any damage."
The AI errs on the side of caution. False positives are normal, especially for vehicles with permanent marks, stickers, or unusual paint. Override the AI by tagging the photo as OK. If a vehicle repeatedly triggers the same false positive, document it with your team so everyone knows to expect it.
"The review queue shows zero pending but my dashboard says reviews are waiting."
The dashboard KPI refreshes every few minutes. If you just cleared the queue, wait for the next dashboard refresh (or reload the page) to see the updated count.
Vehicles & maintenance
"Vehicle health score dropped but nothing changed."
Health scores recalculate daily. A score drop can be triggered by a service reminder moving from "upcoming" to "overdue", a document approaching expiry, or stale mileage data (no odometer update in 14+ days). Open the vehicle detail page and check the health breakdown to see which factor caused the drop.
"I created a maintenance template but no reminders appeared."
Templates generate reminders based on the vehicle's current mileage or the date interval. If the vehicle hasn't reached the first trigger point yet, the reminder won't appear until it does. Check the template's interval settings and the vehicle's latest mileage.
"Document shows as expired but I uploaded a new one."
Document uploads update the file but not the expiry date. After uploading, edit the vehicle and update the expiry date field to match the new document's validity period.
Incidents
"I can't close an incident — the button is greyed out."
The incident must be in IN_REVIEW status before it can be closed. If it's still NEW, first assign a dispatcher (or yourself) to move it to IN_REVIEW, then close it.
"Claim pack button is missing."
The claim pack requires the claims_insurance_pack_enabled module. Ask your Owner to enable it in Settings → Modules.
"Generated communication text looks wrong."
AI-generated drafts are starting points, not final documents. Always review and adjust the tone, facts, and legal phrasing. The AI uses data from the incident record — if that data is incomplete (missing costs, no fault determination), the draft will be too.
Dashboard
"Some dashboard blocks show an amber placeholder instead of data."
The block requires a feature module that is not enabled. Hover over the placeholder to see which module is needed, then enable it in Settings → Modules or ask your Owner.
"My custom dashboard preset disappeared."
Custom presets are saved per user. If you recently cleared browser data, the preset reference may have been lost. Check the preset switcher — if it is genuinely gone, recreate it using the builder. Curated (system) presets are never deleted.
Billing & subscription
"I upgraded my plan but new features aren't showing."
Module access updates after the next page load. Hard-refresh your browser (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows). If features still don't appear, check Settings → Modules to confirm the specific modules are toggled on — upgrading your plan unlocks them, but some need to be manually enabled.
"I want to add more vehicles but hit the plan limit."
Each plan tier has a maximum vehicle count. Go to Billing to view your current limit and upgrade options. Contact Elevera support if you need a custom arrangement.
Still stuck?
If your issue is not listed above, write to support@elevera.app. Include:
- Your organization name (visible top-left of the dashboard)
- A screenshot of the error or unexpected behavior
- The browser and device you are using
- For Fleet Go issues: the app version (look it up on your phone's app info screen — there's no in-app About page yet)
Office hours: Monday–Friday, 09:00–18:00 CET.