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When to use this page

Send this link to a driver or foreman before opening a support ticket. Most issues resolve in under two minutes. If a fix below does not work, contact your Admin with the driver’s phone number and the time of the issue.

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Common issues

A code only sends to a phone number that already exists on a Tread account. If the driver was never added, no code will arrive — resending won’t help.Check in order:
  1. Confirm the driver has an account. This is the most common cause support sees. The dispatcher or Admin must add the driver first. See Driver record.
  2. Check the number entry. Type the 10-digit number only. An extra leading “1” or country code blocks the code.
  3. Wait 60 seconds, then tap Resend code. SMS deliverability varies by carrier — some codes arrive in 5 seconds, others take up to a minute.
  4. Check the phone has signal (one bar is enough).
  5. Confirm the phone number on file matches the SIM in the phone. A driver who swapped phones but kept the number is fine; a driver on a new number needs the Admin to update the Driver record.
For Spanish-speaking drivers reporting “el código no llega” — same fix. Switch the app language to Spanish in Settings → Idioma so the SMS template matches.
SMS is one of three ways into the app. If codes keep failing, use email instead.
  • Password: the driver’s email invitation includes a link to create a password. Sign in with it, or tap Forgot password to reset.
  • Magic link: tap Sign in with email, then Send magic link. Open the link from the phone’s email app.
Reinstalling? Get the app at link.tread.io/app.
A dispatcher can run the job from the web app while the sign-in issue gets fixed. The driver does not need to be in the app for the loads to progress.From the Dispatch page:
  1. Find the driver’s job row.
  2. Click the job’s status and pick the next step. Accept the job first if the driver never accepted it.
  3. Keep advancing the status as the truck moves, through to completion.
Moving the job to En Route alone is not enough — the driver must sign in to run the job from the app. Advancing each step from the Dispatch page is the only way to progress the loads on the driver’s behalf.This is a stopgap, not a fix. Resolve the sign-in with the steps above, or send the driver’s phone number and the time of the issue to your Admin.
Almost always a stale cache or a vendor-assignment mismatch.Try in order:
  1. Pull-to-refresh the home screen. Drag down from the center of the page.
  2. Force-quit and reopen the app.
  3. Check the app version under About. If older than the current store version, update.
  4. Confirm the vendor assignment. Ask the dispatcher which Vendor the dispatch was sent to. If it went to a Vendor the driver is no longer linked to, the dispatch will not appear. See Dispatching to Drivers and Vendors.
iOS sometimes drops the location prompt after an OS update. The app needs Always access to log GPS in the background.Fix manually:
  1. Open Settings → Privacy & Security → Location Services.
  2. Confirm Location Services is On.
  3. Scroll to Tread.
  4. Set to Always.
  5. Toggle Precise Location to on.
  6. Toggle Motion & Fitness to on. It lets the app pause GPS while the truck is parked, which saves battery.
Reopen the app and check GPS Status. Online means permissions are right. An Update permission warning means a setting above is still off.
Tread discards GPS pings that are too imprecise. If the phone only reports a rough fix, those points never reach the Live Map. Three iOS settings sharpen the fix.1. Turn on Precise Location for Tread:
  1. Open Settings → Privacy & Security → Location Services.
  2. Scroll to Tread.
  3. Toggle Precise Location to on.
2. Enable the System Services the phone uses to locate itself:
  1. In Location Services, scroll to the bottom and tap System Services.
  2. Turn on Motion Calibration & Distance.
  3. Turn on Networking & Wireless.
3. Turn on Wi‑Fi:
  • Open Settings → Wi‑Fi and switch it on. The phone does not need to join a network — it uses nearby hotspots to triangulate a tighter position.
Reopen the app. Accuracy should improve within 30 seconds.
Android battery optimization will kill background GPS without warning. The driver’s truck shows as parked even when moving.Disable optimization for Tread:
  1. Settings → Apps → Tread → Battery.
  2. Set to Unrestricted (or Don’t optimize depending on the OEM).
  3. On Samsung: also check Settings → Device Care → Battery → Background usage limits and remove Tread from the Sleeping apps list.
  4. On Xiaomi/OnePlus: enable Autostart for Tread.
Reopen the app and check GPS Status shows Online. Then confirm GPS dots appear on the dispatch map.
The dispatch map only updates while the Tread app on the driver’s phone is sending GPS pings. Phone-level GPS being on is necessary but not enough — the app shares location while the driver is on duty.Have the driver:
  1. Open the Tread app and tap Clock in. A driver who never clocked in doesn’t transmit GPS.
  2. Force-quit and reopen the app if it has been backgrounded for hours.
  3. Confirm location permission is Always (iPhone) or Allow all the time (Android). The two accordions above walk through this.
From the dispatch side, confirm:
  • The driver is assigned to a job today on the Dispatch page.
  • The truck on the job matches the Equipment the driver actually drove out in — a mismatch makes the moving unit show under the wrong truck.
If the truck still shows offline after these checks, contact Tread support with the driver’s phone number, the time, and a screenshot of the dispatch map.
The app runs on modern iOS and Android phones and tablets. If the store hides the app or it crashes on launch, the device is likely unsupported.Minimum requirements:
  • iPhone and iPad: iOS 16 or newer. The App Store hides the app on older iPhones, so it never appears as an install option.
  • Android phones and tablets: Android 7.0 or newer. Android 10 or newer is recommended — battery and GPS performance degrade on older devices.
Not supported:
  • Amazon Fire and Kindle tablets (FireOS)
  • Chromebooks and Chrome OS tablets
  • Android 6.0 or older, and Android devices with x86 processors
  • iPhones on iOS 15 or older
  • Windows Mobile devices
The fix is a different device. Any mainstream phone from the last few years works.
At first sign-in the driver picks a default truck. If the unit is missing, it hasn’t been added to the account.
  • Internal Drivers: ask the dispatcher to add the unit.
  • Vendors: add it in the app under Account → Manage Equipment → + Add. See Set up trucks and drivers.
When a driver does not appear online or reports connection problems, have them run the Connection Checker. It verifies the phone can reach Tread’s services.Run it:
  1. Open the Account tab.
  2. Tap Connection Checker.
  3. Tap Run Checks.
It runs two checks:
  • Backend Health (/health) — confirms the app can reach Tread’s servers.
  • RTU Connection (DeploymentChannel) — confirms the real-time link that pushes live updates to the phone.
Reading the result:
  • Green check — Tread is accessible. Everything should work.
  • Red check — Tread is not accessible. Location data and some operations may not be available.
A red check usually means connection quality is poor in the area, or the network is blocking access. Move to a spot with better signal and run the checks again.
The store download stalls at 90% or the install icon spins forever.iOS:
  1. Tap and hold the Tread icon → Pause Download → Resume Download.
  2. If still stuck: open the App Store, tap your profile, pull-to-refresh.
  3. Reboot the phone.
  4. Last resort: delete the app and reinstall.
Android:
  1. Settings → Apps → Google Play Store → Storage → Clear cache.
  2. Reopen Play Store, retry the update.
  3. Reboot the phone if it still fails.
In Review means the shift was submitted but no Ticket Approver has signed off yet. The driver can still log in and start a new day — the in-review day is locked from edits but does not block tomorrow’s work.What the driver should do:
  • Nothing. The Approver clears the queue from the web app.
What the Approver should do:
  • Open Approvals → Driver Days, review hours and tickets, approve or reject. See Timesheet Approvals.
The Driver app keeps working when the phone loses signal. Some data uploads as soon as signal returns; some have known edge cases.Syncs immediately on reconnect:
  • GPS pings (queued and uploaded in order)
  • Load tickets and photos
  • Status changes (en route, arrived, departed)
  • Hours start/stop
Edge case — offline signatures: Driver e-signatures captured offline upload when signal returns, but the timestamp on the signature is the moment it was captured, not the upload time. If the gap is more than a shift, the Approver sees the original capture time on the ticket.What does not sync:
  • Live dispatch updates push to the phone over the network. A new dispatch sent while offline will not appear until the phone reconnects.

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Still stuck?

Have the driver send their Admin: phone number, app version (Settings → About), and a screenshot. Most cases resolve from those three pieces of info. Drivers can also reach Tread support directly: in-app chat, call or text 1-888-558-7323, or email support@tread.io.