Support

Your employer created your account and can fix most things faster than we can: a login that will not work, a trip missing from your day, a schedule that looks wrong. They can see your account; we would have to ask them anyway.

The three most common problems, and what to do:

• The invitation never arrived. Ask your office to send it again. It is one button on their side. Check the junk folder first — a message from an address you have never seen before often lands there.
• You cannot sign in. Use I forgot my password on the sign-in screen. It emails a code to the address your employer registered, which may not be the one you would expect.
• A trip is missing, or the times look wrong. Tell your dispatcher. The schedule comes from them, and anything you recorded on the phone is already saved even if the screen has not caught up.

If the app will not open at all, or you were working with no signal and think something was lost, write to us at vince@vincesystems.com and say which phone you have.

Write to vince@vincesystems.com. Include your company name and, where the question is about a particular trip, the trip number — it saves a round of messages and lets us look at the right record first time.

Do not send a member’s name, address or appointment details by email. We hold those on your behalf under a business associate agreement, and email is not where that arrangement applies. A trip number identifies the record without exposing anybody.

We can see whether an account exists, whether an invitation was delivered, and whether a device has sent what it recorded. That covers most of what goes wrong.

We cannot change your schedule, add a driver, or alter a trip. Those belong to the transport company, and their own staff do them inside the product. Asking us would be slower and would put us in the middle of a record that is theirs.