Sign Up and Login

• Restart the mobile device (power it off and then power it on). 
• Confirm your connectivity with a stable internet connection. 
• Open the Play Store/App Store to ensure your Driver App is up to date. 
• Log in to your Driver App and ensure you use the correct Username and Password.

You receive this error if you are logged in on multiple devices or if you uninstall the app without logging out. To resolve the error: 

1. Click on the 'Continue anyway' button. 

2. The driver app will show you the prompt 'Are you sure you want to continue?' Select YES/NO. 

Logging in on another device automatically logs drivers out from the previous device. Drivers can only log in with one device at a time.

The minimum requirement for Android devices supported by the Motive Driver app is Android OS version 9.0. If your device is an older OS version, update your device to gain access to all the latest updates and features.

To upgrade your device’s OS, please follow these simple steps below:

1. Make sure your device is connected to Wi-Fi.

2. Please ensure you have a strong internet connection.

3. Open the Settings app on your device.

4. Scroll down and select About Phone or Software Update depending on your device.

5. Tap on Check for Updates.

6. If an update is available, an Update button will appear. Tap on it.

7. Depending on the OS, you'll see Install Now, Reboot and install, or Install System Software. After selecting the option available to you, your phone will reboot and initiate an OS upgrade.

We decided to stop supporting older versions of OS to protect our Android users given that Google, the company looking after the Android operating system, stopped offering support for older OS versions. This means that there have been no updates for this version of the operating system, including some critical security fixes.

Yes, a driver can work with 2 different companies using the Driver App, but the driver needs to keep 2 separate accounts. The driver needs to have a different login for each of the companies.

The Driver App allows you to continue enjoying its features even when switching to a new company. Once your Driver account is linked to a company, your company’s information is reflected in your logs.

Switch to Another Company

1. Deactivate your current account: Contact your fleet admin or Dispatcher to deactivate your driver account with your current company.
   • Alternatively, you can call our 24/7 Support at (855) 434-3564 to deactivate your account.
2. Create a new account: After deactivation, sign up for a new driver account and connect it to your new company.

Yes, the Driver App can work without a subscription. You can sign up for the app for free and access basic features without a subscription.

If you have forgotten both your username and your email address linked to the Driver App account, you can contact Motive Support to get the username and email details 

• Call Motive support number 1-855-434-3564 from your registered number 
• Provide the Motive Support team your DOT number 

• At Motive, we roll out app updates gradually so that we can catch any issues early and create fixes before it roll out to all fleets. We do this by releasing the update to a small percentage of users first, typically 1%, 2%, 5%, 10%, 50%, and finally 100%. This approach allows us to test the app on a small group of users before releasing it to a larger audience. In the event that we encounter a bug or issue during the rollout of a new app version, we will stop the update. This is to prevent any further issues from affecting more users.
• Once the issue has been identified and resolved, we will resume the update rollout process. Android and iOS devices behave differently when it comes to updating apps. On Android, if we release an update to only 1% of users, only 1% of users will be able to update their app. The remaining users will continue to see the last available version as the latest version. In contrast, on iOS, if we release an update to 1% of users, the application will be automatically updated for the 1% of users. However, the remaining 99% of users will still have access to the latest version and can download it regardless of whether the app has been released to 100% of users or not. Even if we have stopped the update, users can still download the latest application version manually. Our recommendation is to turn on auto-update for the Motive Driver App so you never miss a single update and don’t have to worry about manually updating each time. This can be configured by following the instructions below

If you can log in successfully to the Motive Driver App and see the home screen or your logs, your driver profile and company account are active. If your company account was fully deactivated, you would not be able to connect to the Vehicle Gateway or access fleet data. 

In case your account has been deactivated, reach out to your fleet admin to request reactivation.  

If you signed up as a fleet/company user by mistake with the email you want to use as a driver, you won’t be able to reuse that email for a driver profile until it’s released from the fleet account.

• Motive doesn’t offer a self-serve way to delete a fleet/company account, but a Motive Support agent can remove/release your email from that fleet user by deactivating or adjusting the mistaken fleet profile while preserving any required data. 
• After Support has released your email, you can create the correct driver account using the normal Driver App sign-up flow and then connect it to your company as described in Sign Up and Login (Create Account and Switch to Another Company sections).  

Motive does not currently provide:

• A way to see who is logged into a Motive account or any live list of active sessions
• A way for admins to force-logout other users or require everyone to log out and back in on demand.

The Audit Log tracks changes made in the Motive Dashboard (what changed, who changed it, and when), but it does not track login/logout activity or failed login attempts. If you’re concerned about security or access control, you can:

• Use the Audit Log to review who made which admin changes and when, and look for unexpected activity. 
• Use Roles and Permissions to update roles, restrict access, or deactivate users who should no longer have access. 
• Reset passwords (or, if you use SSO/Directory Sync, manage access through your identity provider) to ensure only authorized users can sign in.

There is no setting for now that forces all users to log out or prompts a mandatory re-login; access must be managed through user roles, deactivation, and credential/SSO controls instead.

The Driver App is following your company’s HOS and compliance settings. There are two key points:

Driver cannot bypass another driver’s unsigned logs

• If your fleet has a setting enabled that requires all logs to be reviewed and signed before a driver can log out or leave a vehicle, the Driver App will block leaving the vehicle until the current driver’s logs are signed for each day of driving.
• If you have accidentally logged into the wrong vehicle (or into someone else’s account), you should not sign logs that are not yours. Instead, you need your fleet admin to fix the assignment or sign/annotate those logs correctly from the Dashboard. Because you’re stuck on the carrier side, the fix has to be done by someone with admin access.

Contact your fleet admin and ask them to:

• Confirm which driver actually drove those trips and ensure the logs are assigned to the correct driver in the Fleet Dashboard.
• Have the correct driver review and sign their own logs, or (if policy allows) sign on behalf of the driver with an annotation explaining the correction.
• If necessary, temporarily adjust the relevant Compliance or Log Settings so drivers are not blocked from leaving a vehicle when another driver’s logs are unsigned, then revert once the cleanup is done.

After the logs are cleaned up and signed appropriately, the affected driver can open the Driver App, tap Leave Current Vehicle to disconnect from the wrong truck, and select and connect to the correct vehicle.

Your driver profile (used in the Driver App) and your fleet user/admin profile (used in the Fleet Dashboard) are separate records under the same company. You don’t need a special link button. As long as you have a driver profile in Admin > Organization > Drivers and a fleet user profile in the same company, you can see your own logs by going to Compliance > Logs in the Fleet Dashboard and filtering by your driver name. 

Your Driver App login is tied to your driver profile and your Fleet Dashboard login is tied to your fleet user profile, but they can share the same email.

This error means the credentials being entered don’t match what’s on the driver’s profile or the account is temporarily locked after too many failed attempts. 

• First, confirm the driver is using the Driver App and the email shown on their driver profile in Admin > Drivers. 
• If needed, reset their password from the Fleet Dashboard by opening their driver profile, setting a temporary password, and saving. Have the driver log in with that email and new password, then change it from the app. 
• If the account is temporarily locked after too many failed attempts, wait 10–15 minutes or perform a password reset before trying again. 
• If the error persists after these steps, see this article for further troubleshooting or contact Motive Support.