Troubleshooting sign in issues

EasyRoutes Delivery Driver uses Google's Firebase Authentication for our Android and iOS apps, an industry standard authentication provider used by countless mobile apps and websites.

Sometimes you may still have issues getting verification codes when signing in. Here is a list of possible causes and remedies:

Have you waited a few minutes for the verification to be sent?
On rare occasions, the verification code is delayed or potentially missed based on cellular service related to SMS message delivery for your carrier. 

Remedy: Use the "Resend code" functionality within the app and wait a few minutes for your SMS message to arrive as there may be delays.

Have you entered your phone number (including country code) correctly?
To support sign in around the world, we make use of E.164 formatted phone numbers

Remedy: Double check that you have selected the appropriate country code prefix using the drop down and have entered your subscriber number correctly.

Are you using a virtual number service for your business?
In many cases, services like ours don't allow virtual phone numbers to be used during the registration/verification step. 

Remedy: Retry sign up using your device's physical phone number for new account creation.

Are you using an Android device?
Do you have a default browser other than Chrome? Currently if your device hits a verification step that requires browser access, EasyRoutes authenticates only via the Chrome Browser. We are currently working on a solution for compatibility with certain Android devices without access to Chrome.

Remedy: Here are some instructions on changing your default browser before trying again:

  1. Navigate to Chrome via Android App Settings: Settings > Apps > See all apps > Chrome
  2. Select "Enable"
  3. Navigate to Default browser app settings: Settings > Apps > Default apps > Browser app
  4. Select "Chrome"

Are you using an iOS device?
Have you disabled notifications? A silent push notification is used to verify the authenticity of your device during the sign in process. In some cases your device may have notifications disabled globally or specifically for EasyRoutes Delivery Driver. 

Remedy: Refer to Apple's support site on steps to re-enable notifications.

Is your country supported for phone number authentication?
Refer to the Google's support article for a list of supported countries. Even if your country is supported there may be a temporary mobile phone carrier issue that can prevent SMS messages from being delivered.

Have you attempted to sign in too many times?
To prevent abuse of our systems, if too many failed sign in attempts have occured we will block your device and/or phone number for a few hours.

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