If SmartWheels Drive isn't logging trips — or a trip shows up with a route that looks wrong — it's almost always one of three things: a location permission setting, the app not running in the background, or a weak signal area. Here's how to check each one.

1. Check your location permission is set to "Always"

This is the most common cause. Drive needs to track your location even when your phone screen is off or the app isn't open — and that only works if permission is set to Always, not While Using the App.

To check on iPhone or Android:

1. Open your phone's Settings
2. Go to Apps (or Privacy on iOS)
3. Find and tap SmartWheels
4. Tap Location
5. Select Always

If this was set to "While Using," that alone explains missing trips — the app stops tracking as soon as the screen locks.

2. Confirm the app was actually running

Drive needs to be installed and open (even if just in the background) to detect a trip starting. If the app was force-closed, uninstalled, or the phone was off, that trip won't be recorded.

3. Consider your signal conditions

If a trip recorded but the route looks off — rather than being missing entirely — signal quality is the likely cause:

• Completely missing or blank route: usually a permissions or app-running issue (see steps 1–2)
• Route accurate in some spots, off in others: typically weak GPS signal — common in hilly areas, dense urban areas, tunnels, or parking garages
• Route way off for the whole trip: worth flagging to our team — this is less common and may need a closer look

Still not working?

If you've checked permissions and the trip still didn't record (or the route is still inaccurate), our support team can take a closer look. Have the following ready:

• The date and time of the affected trip(s)
• A screenshot of the trip (or missing trip) in the app

You can start a chat with SmartBot in the app or on our website, or reach our team directly:

📧 support@smartwheelsgps.com 📞 +1 (888) 246-2120 — 9am–9pm EST

We'll follow up within 24 hours of your ticket being raised.