Troubleshooting

Quick answers for the most common places shops get stuck. If your problem isn’t listed, use Help → Contact support inside the app.

My payment provider won’t connect

If Settings → Payments won’t finish connecting Stripe, Square, or Dejavoo, or shows an error partway through, see Payment integrations for the connection steps and provider picker. A few common causes:

• The connection was started but not finished — go back to Settings → Payments and pick up where you left off.
• The business details the provider asked for (legal name, address, tax ID) don’t match what’s on file — double-check them against your official business paperwork.
• You’re trying to connect a provider your shop already has connected — check Settings → Payments for the current status before starting again.

The registration scan didn’t read correctly

If scanning a vehicle’s registration card comes back blank, or fields look wrong, see Scan a vehicle’s registration. A few common causes:

• The photo is blurry, dark, or at an angle — retake it in good lighting with the card flat and fully in frame.
• The file is the wrong type or too large — FleetLoop accepts JPEG, PNG, HEIC, or WebP, up to 10 MB.
• A field FleetLoop wasn’t confident about was left blank on purpose — fill it in yourself and click Save.

The customer didn’t get the contract to sign

If a customer says they never received the link to sign their rental contract, see Get the signature for the three ways to put the signing link in front of them (text, email, or handing over your device in person). A few common causes:

• The text or email went to the wrong number or address — check what’s on file for the customer and resend.
• It landed in spam or a blocked-numbers list — try the other delivery method, or hand the customer your device to sign in person.
• The signing link expired — resend it from the rental to generate a fresh one.

Other issues

• The pickup wizard says it’s stuck

If your problem isn’t here, use Help → Contact support inside the app.