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When something looks wrong

Most of these have one cause and one fix. Work down the list before assuming the worst.

A drive is missing

• On Plug and Go, a drive you did not plug in for was never recorded. Nothing can recover it. Switch to Smart if you would rather never miss one.
• Check your tracking schedule. If the drive started outside your working hours, it was deliberately not recorded.
• Check location access is set to Always. Settings, then Tracking configuration, checks this and everything else in one go.
• If your phone had no signal, the trip was recorded and is waiting to upload rather than lost.

You can always add a trip by hand from the + button. Type the two addresses and the distance is looked up for you.

"Trips waiting to upload"

Trips recorded with no signal are held on the phone and sent the next time Reclaim can reach the server. The Trips tab tells you how many are waiting and has a Retry button. Nothing is lost while they sit there.

"This trip's mileage doesn't look right"

Reclaim checks its own figures before they reach a claim, and tells you what it noticed:

• Miles unaccounted for between where one trip ended and the next began. Usually a drive that was not recorded.
• A trip that never really left where it started. GPS drift while parked can accumulate a distance nobody drove.
• A distance shorter than the road between the two ends of the trip, which is not physically possible.

Nothing is changed for you. Each one comes with a single action you can take, and you can dismiss it if you know the trip is right. It is a second pair of eyes on a number that ends up in front of an accounts team, not an accusation.

The same trip twice

Open either copy and delete it. Deleting a trip leaves the odometer readings around it alone, so the log stays consistent.

The map is empty on a trip

A trip added by hand has no recorded route, so there is nothing to draw. The distance and the addresses are still there and still go on the claim.

Still stuck

Ask us from inside the app: Settings, then Help, then Ask a question. It arrives with your app version and settings attached, which is usually the difference between one reply and three.

Tell us what you expected and what happened instead. If it is about one journey, the date and roughly the time is enough for us to find it.