If something's not working, here are the most common issues and how to fix them.
I can't log in
Make sure you're using the same email or phone you signed up with.
If you've forgotten your password, tap Forgot password on the login screen.
My odometer photo keeps being rejected
Take the photo in daylight or good lighting, with no glare.
Make sure all the digits are visible and not cut off.
Hold the phone steady — blurry photos get rejected.
If it's still rejected, message us through the app and a person will review it.
Auto-Submit isn't working
Open Vehicle Details and check the last reading time.
Tap Reconnect Smartcar to re-authorise.
If your car was offline for a few days, the next Sunday reading may take longer than usual to come through.
If you've changed your manufacturer account password, you'll need to reconnect.
If your connected services account with the car manufacturer has expired or has had its status changed (sometimes you have to pay to use it), you may need to update your connected services account.
If you are unable to repair the connection, you will still have the option to submit an odometer photo each week instead. Just tap through to the vehicle and you'll see a Submit Photo option for each Sunday during the pilot.
My TAP card isn't linking
Make sure your card is registered at taptogo.net first.
Double-check the 9-digit number on the back.
New cards can take 24 hours to become linkable after activation.
I can't see my rewards
Tap on the Home screen — your running balance is at the top.
If a week shows as missing, check whether it was an Overdue week or a week where you went over 3 miles.
Still stuck?
Tap the chat icon in the bottom-right corner of the app to message us. We respond on weekdays during business hours, and most issues are resolved within 24 hours.