Overview
You can use Motive’s self-service resources and multiple support channels to quickly find answers or get live help when you need it.
Key features include:
Self-service Help Center: Search a comprehensive, regularly updated library of articles to solve issues faster on your own.
24/7 in-house support: Get help from Motive’s in-house team at any time, including nights and weekends.
Multiple contact options: Reach out to support by chat, web form, email, or phone, depending on what’s most convenient for you.
Status page updates: Subscribe to Motive’s Status Page for proactive notifications about incidents and scheduled maintenance.
In-app access: Contact Support directly from the Driver App, Fleet App, and Fleet Dashboard without leaving your workflow.
Before you contact Motive Support
Use the Motive self-service Help Center
Before reaching out to Support, you can search the Motive Help Center for specific issues or questions to find solutions more quickly.
Go to the Motive Help Center.
In the search bar, enter the error message, issue, or feature you need help with.
Review the suggested articles and follow the steps provided.
If you still need help after reviewing the Help Center articles, you can contact Support using one of the options below.
Subscribe to the Motive Status Page
Subscribe to the Motive Status Page to receive updates about platform incidents and scheduled maintenance via email or SMS.
Click this link to go to the Motive Status Page: https://status.gomotive.com/.
Click Subscribe.
Choose your preferred notification method.
Fill in the required information.
Click Subscribe to confirm your subscription.
Motive support contact channels
Our in-house support team is available 24/7 to answer your questions and resolve issues. There are 4 ways to engage with Motive Support:
- Chat: Available on the Motive Help Center and Fleet Dashboard
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Help center webform: Fill in the Contact Us form on the Help Center with the following details:
- Subject: Summary of the issue
- Description: Be as descriptive as possible, including the exact date and time you got the issue.
- Phone: 1-855-434-3564 – The phone number is always listed at the bottom of the Contact Us form page on the Help Center if you need to find it again.
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Email: Email your queries and concerns to support@gomotive.com
Contacting support from Driver App
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Go to the Motive Driver App main menu > Help & Support.
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Tap Live Chat to discuss your queries or issues with the Motive Support agent.
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Type your questions or describe the issue you are facing to get help.
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Tap Help Center to search for articles and find a solution.
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Tap Emergency Services to request assistance by calling the support team directly.
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Tap the provided phone number to initiate a call with the Motive Support team.
Contacting support from Fleet App
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Log in to the Motive Fleet App and go to More > Settings.
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Tap Support to chat with the Motive Support agent.
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Type your questions or describe the issue you are facing to get help.
Contacting support from Fleet Dashboard
Log in to the Motive Fleet Dashboard and click the help icon (question mark).
Click Support chat to talk to the Motive Support agent.
Click Help center to open the Motive Help Center and search for the required information.
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Click Release notes to see the product announcements for all the recently launched or updated Motive products and features.
FAQs
What is the WhatsApp number to contact customer support?
Motive does not currently have a WhatsApp number for customer support.
How can I view my previous chat conversations with Motive Support?
Currently, there is no way for customers to view their previous chat conversations with Motive Support.
How can I find out who my Motive account manager is or get their contact details?
There is no self-service page in Motive where you can see your assigned account manager or request a call-back directly. To get in touch with your account manager, the best path is to contact Motive Support with your company name and DOT number and ask to be connected to your account manager or sales representative.
Motive Support can:
- Confirm whether your account has an assigned Account Manager / Customer Success Manager
- Pass along your call-back request and preferred contact details to the right person on the account team
- Help with urgent billing, subscription, or product questions if your account manager isn’t immediately available
Use any of the standard support channels (phone, email, or chat) listed in this article and mention that you want your account manager to call you back.
How can I check if there is a system-wide outage or issue affecting the Motive Platform or products?
You cannot see a system-wide outage indicator directly inside the Driver App or Fleet Dashboard. You need to check Motive’s status page at status.gomotive.com for any platform-related outages. If the status page shows all systems Operational, it’s more likely to be an account or configuration-specific issue.
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