When a driver says "the app isn't working," it is almost always one of a handful of things — most of them fixable from your desk. Here they are by symptom.
"It says it can't find my phone number"
Drivers sign in with a US 10-digit phone number and a six-digit code by text; there is no password. Sign-in matches on the number itself, so it must be exactly the number on that driver's record. If it isn't, they see "We couldn't find an account with that phone number." Fix it in Settings → Drivers with the pencil icon on their row.
Watch for two driver records sharing one number: the app resolves it to a single record, and not always the one you expect.
"I typed the code and it kicked me out"
The code is good for about a minute and the driver gets three attempts. A wrong code reads "Incorrect code. Please try again." An expired one reads "Your session expired. Please request a new code." — tap Resend code.
That same "session expired" wording also appears when the code was right but VoiceERP declined the sign-in, so don't take it at face value. Two causes to rule out: the person is still an onboarding associate and your company hasn't enabled app access for onboarding associates, or your VoiceERP license has lapsed — in which case they get a text saying so instead of a code.
Worth knowing: marking a driver Inactive takes them off rosters, schedules, and chat, but on its own it does not stop them signing in — sign them out from Operations → Online Drivers too.
"It won't let me past the permissions screen"
On first launch the app asks for the microphone and for notifications. The microphone is not optional — it is how calls and voice messages work — and until it's granted the driver sits on a screen headed App Permissions with a red ✗ beside it. Notifications are required on Android too; on iPhone they're recommended but won't block. Tell the driver to tap Open Settings, switch the permission on, then tap Try Again.
Camera and location are optional, but without the camera they can't take inspection photos or scan a vehicle, and without background location they lose the automatic end-of-day sign-out and location sharing with dispatch.
"Android keeps killing the app"
Android's battery saver stops the app from checking in and taking calls in the background. The app detects this and blocks itself with a screen headed How to best use this app — "Android may restrict background activity to save battery." Tapping Okay opens Android's own exemption dialog, which the driver should allow. The app rechecks each time they return to it, so it keeps asking until it's done.
"It says I have to update"
If the installed version is below the minimum VoiceERP supports, the app replaces itself with an Update required screen — "The application must be updated to be used." — and a button to the App Store or Play Store. There's no way past it, and the minimum applies to everyone, so if one driver is stuck, everyone on that build is too.
A smaller Update available prompt offering Update now or Later is routine — either answer is fine. A driver stuck on "Checking for updates…" can't reach VoiceERP at all; check their connection.
"Viki never texts or calls me"
Start with the phone number. A driver with no number on file is skipped, the blocked work shows as Missing phone number, and your dashboard's Missing phone check counts them.
Next, check where messages were going. Once a driver has used chat in the app, VoiceERP delivers there rather than by text — which reads as silence if they've since stopped opening it. Drivers who have never opened it are marked Hasn't opened the app in the conversation header.
Third, an opt-out. If the driver ever replied STOP to a VoiceERP text, their carrier blocks everything from your number, including sign-in codes. The failed message carries a red warning icon in chat; click it and it reads "Recipient has unsubscribed" — ask them to text START back to your number. Only the driver can undo that. Other failures show the same way: a landline reads "Phone cannot receive text messages," a bad number "Phone number was not recognized."
And shift-confirmation calls only go out inside the AI Agent Shift Confirmation Window in your settings — 7:00 PM to 2:00 AM unless you've changed it.