Support

Help for drivers and fleets using OneRoad.

Whether you’re a driver starting your first EWD shift or a fleet manager rolling out new modules, this page is your starting point for help, guides and contact options.

Support for drivers Support for fleets
Email support Book a training session

Get help by role

  • ✔ Drivers – EWD, fatigue clock, inspection mode
  • ✔ Fleet managers – tracking, maintenance, mass, TMS
  • ✔ Admin & compliance – account setup, exports, audits

Start with the FAQs below. If you’re still stuck, email our team with as much detail as possible (screenshots help).

Quick links.

Shortcuts to the most common areas of the platform and documentation.

Drivers

Driver EWD help

Fleets

Fleet tools

Advanced

Platinum & compliance

Frequently asked questions.

Start here before contacting support – most common issues are solved with these steps.

Drivers
How do I start using the OneRoad EWD?
Download the OneRoad app, create your driver account, select your fatigue rule set and follow the on-screen prompts. Your first 14 days are free – after that you can choose monthly or annual billing.
Do I still need to carry my paper logbook?
You must follow NHVR requirements for approved EWDs and transition periods. If you’re unsure, email support or speak with your compliance manager for advice on your specific setup.
What happens if I lose signal?
The app continues recording your work and rest activity when offline, then syncs automatically when coverage returns. Try to keep your device charged and avoid force-closing the app.
How do I show my records at the roadside?
Use the 28-day inspection mode within the app. It shows your recent records in a format that can be inspected without exposing unrelated personal information.
Fleets & admins
How do I invite drivers to OneRoad?
In the fleet dashboard, add your drivers using their mobile numbers. They’ll receive an SMS with a link to download the app and connect to your organisation.
Can I start with EWD + Tracking only?
Yes. Most fleets start with EWD + Tracking, then switch on Maintenance, Mass, TMS and Platinum OBD2 as their compliance needs grow. You don’t need to change platforms to add modules.
Where do I get reports for audits?
Use the fleet dashboard’s export tools to generate fatigue, tracking, maintenance and mass reports. If you need help preparing for an audit, contact support and we can guide you through the options.
Who should contact OneRoad support – drivers or admins?
Drivers can contact us directly for app issues, but for changes to plans, billing or organisation settings we prefer to work with your nominated admin or compliance contact.

Accounts, billing and technical help.

Accounts & billing

Plan changes

  • ✔ Upgrade or downgrade between plans
  • ✔ Add or remove vehicles from a fleet subscription
  • ✔ Switch between monthly and annual billing

For plan changes, ask your nominated admin to email support@oneroad.io.

Technical

App & dashboard issues

  • ✔ App not loading or crashing
  • ✔ Sign-in problems
  • ✔ Data not appearing in the dashboard

Include screenshots, device type (Android/iOS) and approximate time of the issue so we can investigate quickly.

Platinum & hardware

OBD2 & installation

  • ✔ Device status and connection
  • ✔ Adapter / harness questions
  • ✔ Data not appearing as expected

For Platinum fleets, please have the vehicle registration, VIN and device ID ready when you contact support.

We’re here to help OneRoad work in the real world.

Heavy vehicle operations are complex. Our job is to help OneRoad fit into your existing processes and compliance systems so you get real value from the platform.

Contact OneRoad support.

The more detail you provide, the faster we can help. Include:

  • ✔ Your name and role (driver, fleet manager, admin)
  • ✔ Which part of OneRoad you’re using (EWD, Tracking, Maintenance, Mass, TMS, Platinum)
  • ✔ Screenshots or error messages if available
Email support@oneroad.io Book a support session