When a mover has trouble with the crew app, it almost always falls into one of three situations. Identify which one applies and follow the steps below.
Situation 1 — The mover can't log in
Situation 2 — The mover is logged in but can't see their job
Situation 3 — The mover can see the job but can't access job details
Situation 1: The mover can't log in
If the mover is seeing a "bad credentials" error, they're using an incorrect username or password.
Have the mover double-check their login details
Are their username and password getting answered correctly? This will include case sensitivity
If they're unsure of their credentials, have them reset their password from the login page by clicking "Reset password"
If the reset doesn't resolve it, contact Chariot support — we can look up the mover's account and get them back in
Situation 2: The mover is logged in but can't see their job
If the mover is logged in but a job isn't appearing in their schedule, work through the following:
Confirm assignment — Have the dispatcher confirm the mover is assigned to the job via the "Job Schedule" page
Refresh the page — Have the mover refresh. The job often appears after a reload, in cases the mover may have a stale tab open.
Check the job status and assignment — If the job still doesn't appear after refreshing, have the dispatcher verify two things on the job schedule:
The job is in Booked status
The mover is assigned on the actual job event — not just listed on the track above the jobs
Still not showing? — Contact Chariot support with the mover's name and job number
Situation 3: The mover can see the job but can't access job details
If the mover can see the job but specific details aren't loading, first identify exactly what they can't access.
If the issue involves the Bill of Lading, payment processing, or anything that's preventing the crew from interacting with the job on move day, contact Chariot support directly. This is time-sensitive and we'll prioritize getting it resolved.
When you reach out, include:
The mover's name
The job number
A description of which details can't be accessed
Message support
Chat bubble in Chariot or support@chariotmove.com.