Troubleshooting

The questions you are most likely to get, with answers. Participants can see most of these in the app's own help too.

"My carpool didn't count"

Ask them to open the trip in the app; it says why. The usual reasons:

• "No other participant's phone recorded this drive with you." Either the partner isn't enrolled, or their phone hasn't uploaded yet. A phone that ends the drive in the canyon's dead zone uploads when it next has signal; the trip turns "Shared" on its own then.
• "Another participant drove this road at the same time, in a separate vehicle." Two cars, close together. Not a carpool.
• "Too little to confirm." One phone recorded only part of the drive, usually because it was turned on mid-drive or ran out of battery.

"The app isn't recording my drives"

Almost always one of three settings on the phone:

1. Location must be "Always": Settings → One Less Car → Location → Always, with Precise Location on.
2. Background App Refresh on for the app: Settings → General → Background App Refresh.
3. Low Power Mode delays background recording; it usually catches up.

The app's home screen shows a warning when it can't record, and a button to fix it.

"Will it drain my battery?"

It uses GPS only while the phone is moving on the corridor roads, and rests otherwise. On a 45-minute canyon drive the cost is similar to navigation for the same time.

"Does my employer see where I go?"

No. Employer contacts see first names, the area a participant commutes from and how many trips they made. Nobody on the dashboard sees routes or trip times. See Privacy and data.

"I got a new phone"

They install the app and join again with the same code. Past months stay on the dashboard. The first version doesn't carry rewards history across phones; if that matters for a participant, contact your platform contact.

"Does it work on Android?"

The first version is iPhone only; Android follows.

"We ride the Skyline bus"

The first version counts car trips. Bus trips will count once Skyline's new real-time system is live.

A participant shows as enrolled but never active

Their phone isn't recording: see "The app isn't recording my drives" above.