Drivers can log in to the driver app in two ways:
Email and password – no Company ID needed. The driver must have an email on their profile.
Company ID, username, and password – for drivers without an email, or who prefer a username.
Most login problems come down to one of these details.
How usernames and emails work
Username is required and must be unique within your company. It doesn't have to be an email. It's always used together with your Company ID, so the same username can exist at another company.
Email is optional. An email address can only be linked to one driver profile at a time.
"Username already exists"
Another driver in your company already has that username, possibly in the Inactive tab. Choose a different username, or reactivate the existing driver if it's the same person.
"Email already in use"
The email is still linked to a driver profile, often at the driver's previous company. You have two options:
Leave the email blank. Email is optional, so you can add the driver with just a username and password and send them your Company ID. They can use the same driver app they already have.
Have the email removed. Ask the driver to contact their previous company and have the email removed from their old profile. Once it's removed, you can add it to your driver. If you need help, contact [email protected].
Driver can't log in ("not allowed to log in")
This usually means the login details are wrong. Check these in order:
Login method – if the driver uses a username, they need your Company ID. If they use email, they don't.
Company ID – make sure the driver is using yours. Find it in Settings > Other Settings.
Username – open the driver's profile and confirm the exact username.
Password – set a new one from the driver's ⋮ menu > Set Password and share it with the driver.
Status – inactive drivers can't log in. Check the Inactive tab and reactivate the driver if needed.
Subscription – if the app says the subscription has ended, see Account & Company Setup for how to renew.
Driver forgot their password
Drivers who log in with email can tap Forget Password? on the login screen and reset it themselves. Drivers who log in with a username don't have an email on their login, so the reset won't work. Set a new password for them with ⋮ > Set Password.
Invite email not received
Ask the driver to check their spam or junk folder. To send it again, open the driver's profile and choose ⋮ > Send Invite. You can also skip the email entirely: give the driver your Company ID, their username, and their password.
Using an integration? Drivers added from Samsara, Motive, Geotab, Platform Science, or Isaac get their username from the integration. Contact support if you'd like a default password set for all integration drivers.
For the driver's own view of these steps, see Logging In to the Driver App in the Driver App section.