This article gives you a step-by-step script to walk a driver through accepting a tracking request in polt.ai driver app. Use it when a driver has received the tracking SMS but is stuck somewhere in the setup process and calls you for help.
Before you start coaching: Confirm the driver actually received the SMS. If they say they didn't, see Setting up driver tracking for troubleshooting (wrong phone number, landline instead of mobile, integration was off, etc.).
Walk through these checkpoints with the driver one at a time. The bolded prompts are what you ask; the indented italics are what they should be doing or seeing.
1. "Did you find the text from polt.ai?"
The driver opens their text messages and locates the SMS. The message contains a link to either download polt.ai driver app or open the shipment if the app is already installed.
If they can't find the SMS: have them search their messages for "polt.ai" or "driver app." If still missing, the SMS may not have sent — verify the integration in polt.ai and try again.
2. "Tap the link in the text. Did it open the App Store / Play Store, or the polt.ai driver app?"
If polt.ai driver app isn't installed yet, the link opens the App Store (iPhone) or Google Play (Android). If polt.ai driver app is already installed, the link opens the app directly to the shipment.
If it opened the store: the driver taps Get (iOS) or Install (Android) to download polt.ai driver app, then opens it.
3. "Enter your phone number, then the verification code we just texted you."
The driver enters their mobile number on the login screen. polt.ai driver app sends a 6-digit verification code by SMS. The driver enters that code to verify the account.
If they don't receive the code: have them tap "Resend code."
If still nothing, the phone number on file may be wrong — check the carrier record in polt.ai.
4. "Accept the terms and conditions and the privacy policy."
The driver reads and checks the boxes to agree to our tracking consent policy and continues.
If the driver has questions about what they're agreeing to: explain that they're consenting to location tracking for the duration of active loads. If they refuse, tracking can't be set up — see Setting up driver tracking for what happens when consent is refused.
5. "Enable location services when prompted."
The driver taps to enable location sharing for polt.ai driver app.
Important: If the driver denies or skips this, the shipment will show "Driver not tracking" in polt.ai and polt.ai driver app. Have them open their phone's Settings → polt.ai driver app → Location → set to Always (or While Using App at minimum), then return to polt.ai driver app.
6. "Find the shipment in the list and tap it."
The app shows a list of shipments assigned to the driver. They tap the load they're picking up.
If their shipment isn't listed: confirm the driver was correctly assigned in polt.ai and that the carrier record matches the phone number they used to log in.
7. "Tap Accept and Start Tracking."
The driver taps Accept and Start Tracking on the shipment screen. Tracking is now active.
Once the driver taps Accept and Start Tracking, open the polt.ai driver app shipment page and confirm:
Recent checkpoints appear with timestamps
The map shows the driver's pin
The Events log shows a "Tracking accepted" entry
The shipment does not show "Driver not tracking"
If everything looks good, the driver is set up and you can let them go.
Problem | Likely cause | Fix |
"I didn't get the text" | Phone number incorrect, integration off, or SMS delayed | Check the phone number, verify Integrations checkboxes, re-save shipment |
"I downloaded the app but my load isn't there" | Driver logged in with a different phone number than what's in polt.ai | Match the driver's phone in polt.ai to the number they're using |
"It says 'Driver not tracking' even though I accepted" | Location services denied or set to "Never" | Phone Settings → polt.ai driver app → Location → Always or While Using App |
"I tapped Accept and nothing happened" | Network/signal issue | Have driver close the app, reopen, and tap Accept again |
"I deleted the text by accident" | SMS no longer accessible | Re-save the shipment in polt.ai to re-trigger the SMS |