The Travel Tracker will not start or the kilometres are not updating

1Use the mobile app, not a browser

Recording a trip only works in the Truster mobile app, because tracking needs the device location also while the app is in the background. In a browser the start button is not available and a notice about location access appears in its place.

1. Open the Truster app on your phone.
2. Start the trip in the app.
3. Use a browser only for viewing saved trips.

2Grant location access as "Always"

Tracking records the trip also in the background, so "Allow while using the app" is not enough on its own. If the permission is missing, the app shows a "Location access required" message and does not start the trip.

1. Press "Update your app settings" in the message.
2. In the device settings, select "Always" for location.
3. Return to the app and start the trip again.

If the location setting is already correct but the message keeps appearing, close the app completely and open it again: the app rechecks the permission when it starts.

3Add a car if you get "No vehicles"

Every trip is saved against a specific car, so tracking cannot start without one. If no car has been added, starting stops at the "No vehicles" view.

1. Open "My vehicles" from the menu and press "Add new".
2. Fill in the registration number and the use of the vehicle, and attach the proof of the car's value.
3. Press "Save" and start the trip again.

All three fields are required. Detailed instructions for adding a car are in How do I record my work trips with the Travel Tracker?

4Close a trip that is still open

Only one trip can run at a time. If an earlier trip was never stopped, the app reports "Active Journey Found" and does not start a new trip.

1. Open "Travel Tracker" from the menu.
2. Press the card at the top of the list that reads "Tracking" or "Paused".
3. Press "Stop & Save".
4. Start the new trip.

5Check the GPS signal

While tracking runs, the app shows the state of the signal. "Weak GPS signal" means the location is too imprecise, and "GPS disabled" means positioning is switched off on the device. Kilometres do not add up for as long as the signal is missing.

1. Check that positioning is switched on on the device.
2. Step outside or away from inside a building and wait a moment.
3. If continuing the trip reports "No GPS signal", wait a moment and press "Continue" again.

Location points are first stored on the device and move to the service as the connection allows, so a dropping network connection does not lose a trip you have already driven. A stretch driven in a tunnel or a dead spot will still be missing from the route.

6Check whether tracking is enabled for your account

Recording trips is currently in a limited beta and is enabled per account. If it is not enabled, the trip list shows a "Tracking disabled" notice and starting reports "Feature Disabled". Trips recorded earlier still appear normally.

1. Check whether the trip list shows the "Tracking disabled" notice.
2. If it does, create a support request in the app under "Support Requests".