Troubleshooting
The crew can't go En Route
Why the foreman's phone won't move a job to En Route — the ETA text must go first — and what to do with no signal, no location, no arrival message set up, or a customer who can't get texts.
- 2 min read
- Checked against MoveBoard
- For foremen, dispatchers
On this page
- Send the customer the ETA text first. The job can't go En Route until it has gone out.
- No signal
- Current location is not detected. Please make sure that you have enabled location services on your device.
- ETA cannot be 00. Please update ETA.
- No arrival-time message is set up
- The customer can't get the text
- Skipping the text on purpose
On the foreman's phone, EN ROUTE does two things in one press: it texts the customer your arrival time, then moves the job to En Route. The text always goes first — so if it can't go, the job stays where it is.
Send the customer the ETA text first. The job can't go En Route until it has gone out.
That's the rule, not a fault. Press EN ROUTE, check Will arrive in, and press Send SMS. Once the text has gone, the job moves to En Route.
No signal
- No signal — try again when you have signal
- The text did not go out, so the job is still not En Route. Check the signal and tap Send SMS to try again.
Move to a spot with signal and press Send SMS again. After two failed sends, Continue without text appears. Use it only if you really can't send: the job goes En Route, your crew sees Call the customer, and the office is asked to call.
Current location is not detected. Please make sure that you have enabled location services on your device.
The phone couldn't tell where you are, so Will arrive in isn't filled in. Turn on location for your browser in the phone's settings — or simply set the minutes yourself with − and +.
ETA cannot be 00. Please update ETA.
Set the minutes above zero.
No arrival-time message is set up
No arrival time message is set up for your company, so the customer cannot be notified. Please contact your administrator. You can still continue without notifying. — your company has no active Movers on the way template. Press Continue without notifying and call the customer. An admin switches the template on in Settings › Communication › Templates.
The customer can't get the text
If the customer replied STOP, has texts switched off, or their number can't take texts, the text can't go (Not sent: …). Go En Route without it and call them. See A text didn't go out.
Skipping the text on purpose
Continue without notifying shows every time only if your company switched on Foreman can skip customer ETA SMS in Settings › Crew › Foreman app. The order notes that no ETA text went out.
Related guides
- Mover's PortalSend the ETA text and go En RouteBefore you drive off, tell the customer when you'll arrive — the text goes first, then the job moves to En Route. What to do with no signal or no text.
- Mover's PortalWorking with no signalWhat the Mover's Portal keeps on your phone when the signal drops — today's jobs to read, and every change on the bill of lading, sent safely when you're back online.
- SettingsForeman app settingsWhat your crews may do on their phones — see past jobs, decline a schedule, skip the ETA text, share their location, and ask for time off.
- TroubleshootingA text didn't go outFind why a text to a customer didn't send or arrive — texting off, registration, the balance, STOP, a number that can't take texts, switched off for the customer, quiet hours — and fix it.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.