Troubleshooting

I can't see the bus

Check these in order:

1. Is it ride time? The live map opens 15 minutes before the route's ride time and closes 30 minutes after it ends, on the route's days. Outside that, Home shows "Next ride: …".
2. Is the rider confirmed? "Waiting for confirmation" means the place hasn't confirmed them. Tap Remind the school or contact the office.
3. Does the rider have a pickup stop? "One step left: where does name get on?" means no stop. Tap Choose pickup stop.
4. Is the right place in use? Home shows one place at a time. Tap the place name at the top of Home.
5. Does the bus have a GPS tracker? "Ride on now · this bus has no GPS" means it can't be shown on the map. The place can add one.
6. Is there a signal? "No live signal" means no new position for 2 minutes. Check your internet and tap Retry.

The bus is shown in the wrong place, or not moving

• If the status says The bus hasn't set off yet, the bus is parked and hasn't started the route.
• Open the bus details (tap the bus) and check Speed now and Live · updated … ago.
• If the position is old, there is no live signal. It may be your internet or the bus's coverage.
• If the bus is clearly on another road, it may be taking a detour. Call the driver from the live map.

The time to my stop seems wrong

"~5 min" is an estimate from distance and speed. It doesn't know about traffic or how long the bus waits at stops. Use it as a guide.

I don't get alerts

1. Allow notifications for NexaRide in your phone's settings.
2. Me › Settings: turn on All phone alerts and the alert you want.
3. The rider must be confirmed and have a pickup stop on the route.
4. Trip and stop alerts come only around ride time.
5. Log out and sign in again to register the phone again.
6. Android: allow NexaRide to run in the background (battery settings).
7. For a rider shared with you, alerts start only after the parent account approves you, and stop if they remove you.

A code doesn't work

• Place code (C-…): "No school or workplace has this code" – check it with the office. "That code looks too short" – type the full code.
• Rider code (P-…): the rider must belong to the place that is in use in your app. Switch to the right place and try again. The code can't be used for a rider already in your account.
• "Request sent. You'll see the rider once their parent approves it." – the code worked. The rider appears after the parent account taps Approve.
• "Too many wrong codes. Try again later." – after 5 wrong codes, wait an hour.
• "This rider isn't linked to a parent account yet…" – nobody follows this rider in the app yet. Ask the school for an invite code (I-…).
• Invite code (I-…): it works once, for 14 days, and only for riders of the place in use. If it was used, cancelled or is too old, ask the school for a new one. If it is for a different email, sign in with the email the school has.

Sign-in problems

• "The email or password is wrong" – check them or use Forgot password?
• "Too many tries" – wait a little and try again.
• "No internet connection" – check your connection.
• Google sign-in fails – try again; if it keeps failing, use email and password.
• Phone-number sign-in isn't available; use email, Google or Apple (iPhone).

My rider disappeared

• Check that the right place is in use (tap the place name on Home).
• If the rider was shared with you, the parent account may have removed you or the rider. Ask them. Someone else's code can't take a rider you added yourself.

Something else

• Pull down on Home to refresh.
• Make sure you have the latest version of NexaRide from the App Store or Google Play.
• Ask the assistant in Me › Help & chat, or email info@nexabus.com with your app version (Me › About NexaRide).