1. “Why can’t I switch devices?”
Answer:
To prevent unauthorized device sharing and reduce fraud, customers are restricted to switching devices only once every 30 days.
2. “What if a customer loses, breaks, or replaces their device?”
If a customer’s device is lost, broken, or replaced, you can reset their “device registration date” back in time so they can re‑register a new device.
Steps to reset a customer’s device registration date:
Open the customer’s record in the portal → navigate to General → Roles & Access.
Click on the Device Registration Date field.
In the date picker, set the date to more than 30 days in the past, then confirm.
Click Update User (near the bottom) to save changes.
Instruct the customer to fully close and reopen their app so the change takes effect.
3. Vehicle / License Plate Change — “Why can’t they change vehicles more often?”
To reduce fraudulent behavior, customers can only change license plates (or vehicles) once every 30 days. If you need to bypass that restriction, you can clear out the “vehicle transfer date.” (Vehicles may also be edited directly in the portal using the “Modify” option.)
Steps to clear a vehicle transfer date:
In the portal, go to Users & Accounts → Users.
Open the specific user’s profile.
Go to Account → Vehicles.
Next to the customer’s vehicle entry, click the “⋮” (triple-dot) menu → choose Clear Transfer Date.
After doing this, the customer can change their vehicle info via the app.
4. “Spin the wheel” / “Spin‑to‑Win” Game Not Showing
Symptom: The spin-to-win game feature isn’t appearing in the customer’s app.
Likely cause: The customer’s location services are disabled. The spin game relies on knowing the user’s nearest site. Without location data, the app cannot show the feature.
How to check whether location services are enabled (via portal)
In the portal, go to the user’s page.
Open Activity Logs → Logins.
If the “Nearest Location” field is blank for recent logins, that’s a strong indicator that location data was not available / permissions were not granted.
If the nearest location is blank repeatedly, that suggests the app either never got permission to use location or the device-level location setting is disabled.
What to ask the customer
Confirm that location / GPS is enabled on their device.
Advise them to grant the app permission to access location, preferably “while app is in use” or “always”, depending on the OS.
After enabling it, the customer should close and reopen the app (or restart) so the setting takes effect.
5. “Integration error” in Vehicle Tab
Symptom: In the customer’s Vehicle tab, a red error appears next to the integration icon, indicating an API / sync failure. This can prevent automatic gate operations for the customer.
What to do:
Go to Accounts → Vehicles, then scroll all the way to the right in the table to find the integrations icon.
The red icon means the back‑end API sync failed.
Click the red icon to view a description or error code for the integration problem.
Because there are many possible causes, we suggest contacting support to investigate further.
Some integration errors are critical and require manual intervention by the engineering or integrations team.
We handle such cases in batches; affected accounts are placed on an escalated errors list.
Once the underlying issue is resolved and sync succeeds, the red indicator will automatically be removed from the account.
