Unable to Login to Driver App after Resetting Password

    Audience

    Owner Operators, Drivers

    Applies To

    Motive Driver App

     

    Cause

    The Driver has reset the password multiple times using the reset password link, but every time they enter the new password they get an error saying 'incorrect email/username or password.'

    Solution

    • Ask the Driver to get in touch with the Fleet Administrator.

    • Fleet Admin logs into the Fleet Dashboard.
    • Go to Drivers >> Edit Driver >> Change Password.

    • Once the password has been changed, hit Save.

    • Ask the Driver to use the password that the Fleet Admin has set from the Fleet Admin Dashboard and try to Log in.

    If the issue persists, even after following the given instructions, please escalate the issue to Motive Support. Provide all the necessary details about the actions taken and the results obtained. Don't forget to include the links to the Driver's and Fleet Admin's accounts, as well as screenshots of the issue.

    Note: Please ensure that you set a simple password for the initial login, but the Driver should change it from their Driver App immediately after logging in.

     

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