Getting Started FAQ & troubleshooting
Common questions about adding your team, sending invitations, accepting invites, and getting onto the app. For the full picture, see Getting started; for the step-by-step, see Invite users & download the app and Getting started (driver).
How does a new person get into Offload?
Offload requires an organizational invite. An Org Admin adds each person on the Users tab in Settings, then sends them an invitation (the Add form can do both in one step). The person accepts the email invite, creates a password (or signs in with Google), and signs in.
What's the difference between Add and Send invitation?
Add creates the person's profile in your organization. Send invitation emails them the link to set up their account. The Add form has an "Invite as user" option so you can do both at once. If you added someone earlier without inviting them, their row shows "Not invited" and you can send the invitation from the per-row send action.
The invite email never arrived. What do I do?
Check the spam or junk folder first. If it is still missing, have your admin re-send the invitation from the person's row, or contact support@letsoffload.com.
A user shows Invited and never changes. Is that a bug?
No. Invited is normal until the person accepts the email invite and signs in. Once they do, the status updates to Active.
What do the user statuses mean?
Not invited means added but no invitation sent. Invited means the invitation is sent and waiting to be accepted. Expired means the invitation went 30 days without being accepted, so the link no longer works (re-send it from the person's row). Active means the person accepted and signed in. Disabled means their access is turned off. The Status column on the Users tab shows each one.
I added someone but they don't appear in the Users table.
Try scrolling down, or clear any active filters. If they still do not appear, contact support@letsoffload.com - there may be an org configuration issue a sysadmin needs to resolve.
What role does a new person get?
When role-based access is on, you pick the role; the picker defaults to Viewer (read-only) so a new user never gets more access than you intend. When role-based access is off, new users join as Org Admin. You can change a user's role later from their row on the Users tab. See User roles.
A driver signed in but their loads aren't showing.
Make sure they signed in with the exact email the invite was sent to. If they used a different (personal) email, Offload will not recognize them. Sign out and sign back in with the work email.
Who sets up the company profile?
The first user in the organization fills in the company profile once on the Organization Details tab in Settings: organization name, logo, address, phone, fax, and website. There are no USDOT or insurance fields. Anyone joining an existing org skips this, since it is already done.
Do drivers use the web app or the mobile app?
Drivers work from the Offload mobile app on their phone or tablet. The office works from the web app. A driver installs the app from the App Store or Google Play and signs in with their invited email.