You can solve most common issues with reports and claims yourself. Find your symptom below.
The report is empty — no trips showing
An empty report usually means there are no confirmed, classified trips in the period you selected.
- Check that you've selected the correct period and vehicle/driver.
- Check that the trips are actually confirmed.
- Is it about Variable company car tax? Untick "Exclude trips from completed reports" and try again — the trips may already be in a completed report.
For the payroll report, an empty report can mean the driver hasn't reported any private trips in the period.
Km not showing in the payroll report
Have drivers reported private trips, but no km is showing up anyway?
- Check that the correct rate is ticked — the wrong rate means the driving isn't counted.
- See which rates the vehicles have under Settings → Rates, and switch to the correct template if needed.
A change of rate applies only to future trips. If the wrong rate was used on earlier trips, the driver must edit these manually.
I want to create a new report with more trips
Have you already completed a report, but want to create a new one over a longer period?
- Go to Completed reports and click Delete on the report — this frees up the trips already reported.
- Go back to the report page and create a new report with the trips you want.
The claim was rejected — how do I resubmit it?
Has a mileage allowance claim been rejected, or do you need to change trips before submitting?
- Open the Action menu on the claim in Confirmed trips and choose "Cancel claim".
- The trips are moved back to Create claim (or to the Inbox if you want to make more changes to the trips).
- Make the changes, compose the claim again and submit.
The approver only receives new claims created after the approver was set up — the setup is not retroactive. Old claims must be cancelled and recreated.
Why isn't the approver or employee showing in the list?
- An approver must be an Account owner or Admin.
- Only active users are shown in the list. If the user is listed as Invited or Inactive, the user must be activated first.
Still having problems with the report?
Contact customer service. State which report type it concerns and which period — then we'll help you further.