Mileage: Troubleshooting discrepancies

Updated Stefan Jacobsen

Does the mileage in Autogear not match what you expected? This article helps you work out where the discrepancy comes from, and what to check before you contact support.

Before you start

This guide applies to the web solution.

Be clear about which mileage value is off – there are several different figures in the solution:

  • The trip's recorded mileage – the individual trip in the logbook
  • The vehicle's odometer reading – the total mileage recorded on the vehicle
  • GPS-calculated distance – what the GPS device actually logged for the trip
  • Reported mileage – the total shown in a report or a claim
  1. Find which value is off. Compare the trip's mileage in the logbook with the car's actual odometer, or with the figure in the report you're reacting to.
  2. Check the period and vehicle. Make sure you are comparing the same period and the same vehicle – especially if the vehicle has changed licence or moved its tag.
  3. Check for missing or duplicate trips. See whether trips are missing in the period, cf. Trips: Troubleshooting, or whether the same drive is recorded twice.
  4. Check whether trips have been split or merged. These actions change how mileage is distributed across individual trips. See Trips: Add and split trips.
  5. Check start and end points. See whether the trip starts and ends at the expected address on the map.
  6. Gather information before you create a support case (see the list at the bottom).
GPS-calculated distance and the car's own odometer will rarely be exactly identical – small discrepancies are normal.

Common cases

The vehicle's odometer in Autogear doesn't match the car's counter. This can happen if trips were driven without the GPS device active. If the vehicle's odometer reading needs correcting, contact support – see below.

A report shows fewer kilometres than expected. Often this is because trips are missing in the period, or trips have not been confirmed and are therefore not included in the report. Check the filter on the Trips page for unprocessed trips in the period, and confirm them before running the report again.

Information support needs from you

If you can't find the cause yourself, gather this before getting in touch:

  • Customer number
  • The vehicle's registration number
  • The period the discrepancy applies to
  • Expected mileage and recorded mileage in Autogear
  • Which trip(s) it concerns
  • Screenshots of the trip or report
  • Which device records the driving (GPS OBD, fixed-mount GPS, Autogear Basic/Tracker)

Need help?

Contact kontakt@autogear.no or call 21 08 02 60, and we'll help you further.

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