4. Troubleshooting & FAQs

Troubleshooting guide

Dashboard sign-in

Problem: I cannot sign in.

Check your email address and password. A password has at least 8 characters. If you forgot yourpassword, click on the sign-in page. We send a reset link to your email. A session stays active for 24 hours and renews for up to 7 days. After that, sign in again.

Problem: My invitation link does not work.

An invitation is valid for 7 days. After that, ask an owner or admin of your organization to send a newone. If you already accepted the invitation, sign in with your email and password.

Connections between a business and a fleet

Problem: I cannot connect my branch to a fleet zone.

Enter the zone code exactly as the fleet shared it. A zone code looks like CZ-K7M2PQR4. One branch can hold one active connection to one zone. If the plan limit for connections is reached, the dashboard blocks the new connection. Deactivate a connection you do not use, or upgrade the plan.

Orders

Problem: I cannot create an order.

Check these points:

• The branch has an address.

• The branch has an active connection to a fleet zone.

• The delivery address is found on the map. Correct the address if the dashboard reports low confidence.

• The pickup time is in the future.

• The subscription is active. When an invoice is unpaid or the subscription is cancelled, you can read and cancel orders, but you cannot create new ones.

Problem: I cannot assign a driver or a route.

The fleet can assign a driver only when all of these are true:

• The driver accepted the invitation in the Univooz Go app and the account is active.

• The driver is clocked in to a shift in the same zone as the order.

• The shift covers the full time window of the route, from first pickup to last delivery.

• The driver is not paused from route assignment.

• The order is in status "created". An order that already belongs to a route cannot be added to a second route.

• All orders in one route must be in the same zone.

Shifts and drivers (fleet accounts)

Problem: A driver cannot clock in.

A driver can clock in only inside the window that the zone settings allow. The zone has an early and a late tolerance in minutes. Nobody can clock in after the shift end. The driver must be on the shift list.A shift with a driver cap refuses more drivers. A driver cannot hold two shifts that overlap.

Problem: A driver cannot clock out or complete a shift.

A driver cannot clock out while a route is in progress. Complete or cancel the route first. A shift can be completed only after all clock-in sessions are closed and the shift end time has passed.

Problem: A driver did not receive the invitation email.

Ask the driver to check the spam folder. The sender is noreply@univooz.com. Open the driver in the Drivers page and send the invitation again. You can resend only while the driver is pending.

Univooz Go driver app

Problem: The driver cannot sign in for the first time.

The driver signs in with the email address and the temporary password from the invitation email. The app then asks for a new password of at least 8 characters.

Problem: The app shows a location warning, or the fleet does not see the driver on the map.

The app sends the driver position only while the driver is clocked in. During a shift the app needs location permission set to Always (iOS) or Allow all the time (Android). Open the device settings and enable it. A position older than 5 minutes disappears from the fleet map.

Problem: The driver gets no push notifications.

Enable notifications for Univooz Go in the device settings. Then sign out and sign in again, so the app registers the device. The app sends a notification when the fleet assigns, changes or cancels a route, pauses or resumes assignment, or clocks the driver out. The driver own actions do not send notifications.

Problem: The driver cannot request account deletion.

Deletion is blocked while the driver has an open clock-in session or a route in progress. Close them first. Then open Settings, account deletion. The fleet owner or admin completes the request within 30 days. The driver can withdraw the request while it is pending.

Live updates and maps

Problem: The dashboard does not update live.

The dashboard receives live updates over a WebSocket connection. Some company networks and browser extensions block WebSockets. Refresh the page. If the problem stays, test on another network or ask your IT team to allow WebSocket connections to api.univooz.com.

Proof of delivery

Problem: A proof-of-delivery photo is no longer available.

Univooz keeps proof photos for 30 days after the delivery. After that, the photo expires and the

order shows. Download the photos you need before that date.

Exports

Problem: The orders export does not contain my test orders.

The orders export contains live orders only. Test orders are visible in the developers area of the dashboard.

API and webhooks (developers)

Problem: The API returns 401 invalid_api_key, api_key_expired or api_key_revoked.

Create a new key in the developers area. Univooz shows the full key one time only. Store it in a secret manager. A key can have an expiry date, and an owner or admin can revoke it at any time.

Problem: The API returns 429 rate_limit_exceeded.

The limit is 20 requests per second for your organization, across all keys. Address checks and order creation allow 10 per second. The order list allows 2 per second. Wait for the number of seconds in the Retry-After header. Read the order list at most one time every 30 seconds, and use webhooks for status updates.

Problem: We do not receive webhooks.

Check that the endpoint is active and that the URL is correct. Test-mode events go only to the test endpoint, and live events go only to the live endpoint. If your server rejects the request, check the signature verification against the signing secret from the dashboard. See the developer documentation for the signature format.

Problem: The API returns 402 subscription_inactive.

Your subscription is unpaid or cancelled. Pay the open invoice in Billing. Do not upgrade the plan. This does not solve the problem.

Billing and plan limits

Problem: The dashboard says a limit is reached.

Branches, drivers, connections and team members are hard limits of the plan. Orders are not blocked. Orders above the monthly allowance are invoiced at the end of the period. Open Billing to change the plan. Use the Stripe billing portal from the same page to update the card and download invoices.