How to contact Motive support / customer service

    Audience Fleet Managers, Fleet Admins, Drivers
    Applies To Motive Support

     

    Introduction

    Do you have any questions or concerns about your Motive products or services? Are you stuck on an issue? There are multiple ways you can seek help from the Motive support team -- including Chat, Phone, and Email.

    Note: Jump to Contact Channels if you urgently need to speak with a Support agent.

     

    Steps: Contacting Motive Support 

     

    Have you tried searching the Motive Help Center? 

    We have hundreds of articles on the Help Center, and we are constantly adding and updating information. We recommend searching for the symptoms you’re seeing or your questions before contacting Support. You can often self-solve much faster! 

     

    Subscribe to Status Page

    The status page is where we alert and provide updates on platform incidents and scheduled maintenance. We encourage you to subscribe to receive notifications via email or SMS.

     

    Visit https://status.gomotive.com/ and click on the Subscribe to receive updates.

     

    How to Contact Customer Support

     

    Contact Channels

    Our in-house support team is available 24/7 to answer your questions and solve your issues. There are 4 ways to engage with Motive Support:

    • Chat: Available in Fleet Dashboard (click to see instructions)
    • Webform: Fill in the Contact Us form on the Help Center. Fill in the following details:
      • Name
      • Email
      • Phone
      • Subject: Summary of the issue
      • Description: Be as descriptive as possible, including the exact date and time you got the issue.  
    • Phone1-855-434-3564 – 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.
    • Email: Fill in the Contact Us form on the Help Center or email support@gomotive.com 

     

    How to Contact Support from Motive Apps and Dashboards

    You can easily contact Motive Support while using the Driver App, Fleet App, and Fleet Dashboard. Follow the instructions below for each product: 

     

    Driver App - Web Form, Email & Phone

    If you are unable to find the desired content on the help center, follow the steps below:

     

    Web Form / Email Support

    1. Tap Support.

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    1. Choose Live Chat to text with a Motive Support Agent or Help Center to search for information related to any product or FAQs.

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    1. If you choose Live Agent you can talk to a Support Agent to get information.

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    4. Select Help Center if you want to get information about different products or view FAQs.

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    5. If you want to contact support and submit a ticket, scroll down and select Contact Us.

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    6. Fill out the form with the required information and tap Submit.

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    Call Support

    Scroll down to the bottom of the Help Center and tap Call us.

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    Fleet App - Web Form, Email & Phone

    If you are unable to find the desired content on the help center, follow the steps below:

     

    Web Form / Email Support

    1. Tap Settings.

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    2. Tap Support.

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    3. Scroll down to the bottom of the Help & Support screen and tap Contact Support.

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    4. Fill in the appropriate information in the required fields and tap Submit.

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    Call Support

    Scroll down to the bottom of the Help Center screen and tap the phone number.


    fleet_app_call_support_1.jpg

     

    Fleet Dashboard - Chat

    1. Log in to the Fleet Dashboard and click the help icon (question mark). 
    2. Click Chat Assistant.chat_1.jpg

    3. Select one of the options, or type in your question or search query.
    4. The Chat Assistant helps you automatically with existing content, or it redirects you to a live support agent if it can’t help you.

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    Related Content 

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