Troubleshooting
If the app isn't behaving, the most common issues are below. Most you'll fix yourself in under a minute.
Connection banner
A coloured strip may appear above the content:
| Banner | Meaning | What to do |
|---|---|---|
| Blue — Connecting… | The app is establishing a real-time link with dispatch. | Wait a few seconds. If it stays longer than a minute, check signal. |
| Red — Disconnected | The app has no link with dispatch. | Check mobile data / Wi-Fi. It reconnects on its own when signal returns. |
⚠️ In the disconnected state you don't get ride offers. If you drive in low-signal areas, keep the app in foreground and watch the banner.
The app isn't getting ride offers
- Have you picked a vehicle? Without a picked vehicle dispatch can't send you an offer. Cars tab → choose a car.
- Is the banner red? No connection = no offers. Check signal.
- Notifications enabled? In phone settings, verify GoStar Driver has notifications and Background app refresh (iOS) / Unrestricted battery (Android) turned on.
- App in the background? iOS and Android sometimes suspend it. Open the app and wait a few seconds for the connection to restore.
I can't hear the offer ringtone
- Silent / Focus mode on iOS — either add the app to exceptions, or turn it off during your shift.
- Media / ringer volume is at zero — the ringtone plays in the ringer channel. Turn it up.
- Bluetooth headphones — if connected, the ringtone plays into them. Worth knowing.
"Update the app" screen
Your version isn't compatible with the backend any more. Tap the button — your store opens. Update, then sign in again if asked.
"This isn't a driver account" screen
Your account isn't flagged as a driver in the system. This can happen when:
- you signed in with the wrong account by mistake (different email / Google / Apple ID);
- the operator hasn't activated your driver account yet.
Tap Sign out, sign back in with the correct credentials. If you still see this screen, contact the operator.
The app crashed on me
Sentry (error tracking) reports app crashes. When it happens, just reopen the app — it shouldn't affect an active ride as long as you have signal. If it repeats, report it to the operator with your app version (Settings tab).
Notify arrived can't be tapped twice
Intentional. The button only shows up once per ride — after you tap it, it's gone. If you tapped early by mistake, it's not a bug: the passenger got the notification and you continue normally (Start trip).
When you're stuck
Always try this first:
- Force-quit and re-open the app.
- Check signal.
- Update the app from the store.
If that doesn't help, contact the operator with:
- App version (Settings → Version)
- What you were doing (step by step)
- What the app showed (screenshot if possible)