The SimpliRoute 🚀 mobile app saves every driver action on the phone (checkouts, photos, signatures and additional fields) and sends it to the platform so you can see it in Tracking, Visits and Reports. If the phone loses connection, the information stays saved on the device and is sent once the connection is restored.
Notes: This article applies to the driver mobile app. If the problem happens on the web platform when creating, optimizing or saving a route, see 🗺️ Router: Create Plan or 🌐 Web Platform: Cache, Cookies.
How sync works 🔄
Each driver action is sent as a separate event. In the app's Syncs section you can see the events that haven't reached the platform yet, for example:
Checkout: the visit result (successful, failed or partial).
Checkout information: comments and data related to closing the visit.
Extrafield information: additional fields from the checkout form.
Sending image: attached photos and signatures.
Updating ETA: estimated arrival times.
Notes: Since photos are sent separately, a visit may appear as completed on the platform while its images are still being sent.
Sync manually 📲
To sync, tap the ☰ icon in the top-left corner to open the side menu.
Mobile app / Side menu
At the bottom you'll find the sync button. Its status tells you whether there is information waiting to be sent:
Sync: there is pending information. Tap the button to force sending.
Synced: all information was sent successfully. No action is needed.
Mobile app / Sync · Synced
If the button stays active after you tap Sync, keep the app in the foreground and avoid opening other apps while the process completes. You can also open the Syncs section to see the list of pending events and sync them from there.
Mobile app / Syncs
Logging out with pending information ⚠️
Information that hasn't synced exists only on the driver's phone. If you log out without syncing, that information is permanently lost and cannot be recovered, not even by Support.
Make sure the Syncs screen is completely empty before logging out.
Identifying a sync problem from the web platform 🖥️
If you manage the operation from the web platform, these signs indicate that the driver app hasn't sent all the information:
Visits that still show as Pending in Tracking, even though the driver says they've been delivered.
The route's progress bar or ETA doesn't update.
Completed visits that don't show photos, signatures or additional fields.
Visits that appear as pending in the 📊 Reports: Downloads report.
In these cases, ask the driver to:
Open the app and check that they have an internet connection.
Go to the ☰ menu and tap Sync.
Check that the Syncs section is empty.
Once the sync is complete, the information updates automatically on the web platform.
Notes: While the information is still on the phone, only the driver can send it by syncing from the app. It's currently not possible to change a checkout result from the web platform.
Best practices 💡
To ensure correct syncing throughout the day:
✅ Always make sure the mobile app is updated to the latest version available in your phone's app store. Update at the start of the day or when the Syncs section is empty.
✅ Keep all app permissions enabled. If you're not sure how, see 📱 Mobile App: Installation, Permissions, Login.
✅ If you attach photos to visits, wait for them to finish uploading before moving on to the next one.
✅ Before closing the app or ending the day, check that the Syncs section is empty.
✅ If you have trouble syncing, turn on airplane mode for about 30 seconds and then turn it off to reset the phone's connection.
✅ If you lose internet connection, continue your route and, when you're done, connect to a WiFi network to sync.
Bad practices 🚫
While you have information waiting to sync, avoid the following, because the information will be lost and cannot be recovered:
❌ Logging out, clearing the cache, uninstalling or updating the app.
❌ Switching phones. Pending events are not transferred to the new device.
❌ Logging in with the same user on several devices at the same time.
❌ Turning on battery saver mode. It can stop sending in the background.
❌ Changing the driver's password while they are on a route.
Report to Support 🆘
If the driver syncs but the information still doesn't reach the platform, contact us through the support chat and share:
Screenshots of the Syncs and Diagnostics sections from the app's ☰ menu.
The driver's or user's name and the assigned vehicle.
The route date and at least one example of an affected visit (name, address or ID).
A short video of the problem, if possible.
Mobile app / Diagnostics