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Troubleshooting

A driver can't find their account

What to check when a driver sees "We can't set you up to drive".

When the app cannot match the email address a driver signed in with to a driver record with a live lease, it shows "We can't set you up to drive": "This account isn't linked to a lease right now. If you think that's wrong, check with your packaging provider." No provider is named.

Checks, in order

  1. Your organisation's access. On Ignition, Give drivers access has been chosen.
  2. The email address. The email on the driver's record in Catch-e matches the address they signed in with. The Drivers list shows the email on the record.
  3. The lease. The driver has a live novated lease with driver access on.

Fixing a wrong email address

If the driver signed in with an Apple, Google or Microsoft account on another address, they choose Delete account on that screen. This removes only the app login. They then sign in again with the address Catch-e holds, either with an account on that address or by registering with it.

If the record holds the wrong address, correct it in Catch-e and ask the driver to try again.

Other causes

SymptomCause and fix
A screen headed "You chose Hide My Email"They signed in with Apple and hid their email. They choose Start again and pick Share My Email when Apple asks. If the screen comes back, they remove the app from Sign in with Apple in their Apple settings (on Android, at account.apple.com) and sign in again.
Never received the verification emailCheck the spam folder, then the address they typed. The link goes to the address they typed.
"Can't reach Catch-e"They are still signed in. They check their connection and try again.
"This app needs an update"Their app version is too old. They update it from the App Store or Google Play.
A colleague can get in and they can'tAlmost always a mismatched email address

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