Troubleshooting & FAQCopy link
The most common questions, with their cause and fix. If yours is not here, the last answer tells you where to ask.
My phone shows "Mobile phones are not supported"Copy link
The map, the route list, and drag-and-drop editing need screen space. Open the app on a laptop or a tablet. If you only need a quick look, press Show the UI anyway to continue on the phone with a degraded layout. The driver app is built for phones.
My import shows errorsCopy link
The import review dialog lists every problem with its sheet, cell, and consequence: a sheet skipped, a row skipped, or a row imported without its address location. You can press Save valid to import the clean rows now and fix the listed cells in your file, or Copy errors to clipboard to work through them. Optimize stays disabled while errors remain in the dialog.
An address shows NOT GEOLOCATEDCopy link
The address text could not be resolved to a point on the map. On the Address Book page, edit the address to add detail (street, city, postal code), enter Lat/Lng by hand, or choose Customize and drag the pin to the exact spot. You can also right-click the map where the stop belongs and use What's here. Full walkthrough: Fix unrecognized or mislocated addresses.
The Optimize button is disabledCopy link
The optimizer requires at least two orders and one vehicle type: "At least two orders and one vehicle type required to start optimization." Add a second order on the Orders page or a vehicle on the Fleet page and the button enables.
The header shows NOT SYNC after I edited somethingCopy link
You changed inputs (orders, vehicles, depots) after the last optimization, so the routes on screen no longer reflect your data. Press Optimize again to refresh; the badge returns to IN SYNC.
My manual edits disappeared after I ran Optimize againCopy link
A full Optimize is a fresh solve that replaces the whole solution, including stops you placed by hand; there is no way yet to lock a stop in place across runs. Make manual edits after the final solve, and use Optimize stop order in a route's menu when you only want one route re-sequenced without touching the others. Export to Excel first if you want to keep a record of the edited version.
My driver cannot open the shared route linkCopy link
Shared routes open only for the exact email addresses on the route's allow list. The driver must sign in to the driver app with one of those addresses; a different spelling or a different account is refused. Open the Share route dialog, check the address matches what the driver signs in with, and re-save. The link goes live after the plan finishes auto-saving. More in Share a route with a driver.
My plans are missing on another computerCopy link
Plans made while signed out belong to an anonymous profile that lives only in the browser where you made them. Sign in with the same account on both machines; plans saved while signed in are available on both. See Accounts, saving, and sharing.
Distances or times show the wrong unitsCopy link
Open Settings (bottom of the left menu) and set Distance units (kilometers or miles) and Time format (24-hour or 12-hour). Re-run the optimization and re-download any templates afterwards so results and files use the new units.
Where do I get help?Copy link
Press Chat with us in the header, or write to support@routing24.com. Include the exported Excel file of the plan with your question.
Next stepCopy link
A result that looks wrong is often the optimizer respecting a constraint you set. See Why an order went unassigned and Problems and warnings, explained.