Sign in to the portal and the Driver App

How-to guide Who can do this: Platform Operator, Tenant Owner, Tenant Admin, Tenant Supervisor, Tenant Accountant, Merchant Owner, Merchant Admin, Merchant Supervisor, Merchant Accountant

Portal users sign in on the web with their username and password; drivers sign in to the Driver App with their phone number and password. When a portal session has ended, the portal asks you to sign in again and then takes you back to the page you were opening.

Before you start#

Who: every portal user, whatever their role, signs in the same way. Drivers have no portal role; they sign in to the Driver App, which checks that the account is linked to a driver record (see Roles and permission groups).
What you need: your username and password. The username is the only sign-in name; your email address cannot be used to sign in. A driver's username is their phone number. If you do not know your username, ask an administrator of your organisation; the account rules are in User accounts.
Drivers: the fleet must first give the driver a login; see Give a driver a Driver App login.

Steps#

Open the portal. If you are not signed in, the sign-in page opens, headed Sign in to your account; it may show "Please sign in to continue."
To read the page in another language, open the language switcher (a flag with en or vi) in the top-right corner of the page and pick English or Vietnamese. The same page reloads in that language. The switcher is also on the sign-up and password-reset pages.
Type your username in Username and your password in Password. The eye icon in the password box shows or hides what you typed.
Click Sign in.

If you have forgotten your password, click Forgot password? instead and follow Reset a forgotten password.

To sign out, open your user menu in the portal header and click Logout. You are then back on the sign-in page.

Open the Driver App. It shows the screen in the phone's language (Vietnamese on a Vietnamese phone, otherwise English) until you choose another one in the app's settings; see Change the Driver App language and notification settings.
Type your phone number in the field marked Phone number or username, and your password in Password. A phone number such as 0912345678 is accepted as it is.
Tap Log In.

After the first sign-in the app can offer fingerprint or face sign-in; see Turn on fingerprint or face sign-in.

What happens next#

Portal: you go to the page you were trying to open, or to the home page when you opened the sign-in page directly.
Language: the language you picked stays in force after you sign in, until you close the browser; a choice made on the sign-in page is not saved on your account. When you change it while signed in, the choice is saved on your account, so notifications sent to you use that language. Changing the language once signed in is described in Change the language and theme.
Driver App: the app opens on its home screen and the driver stays signed in. A driver who does not open the app for 30 days is asked to sign in again.
Audit log: each successful sign-in, on the web and in the Driver App, is recorded against your account; see Audit log.

Rules and limits#

Session ended. When you are no longer signed in — you clicked Logout, or your session ended — and you open a portal page, the portal shows the sign-in page instead, with the line "Please sign in to continue." After you sign in, it takes you back to that page.
Saving a form after the session ended. If the session ended while you were filling in a form, saving it takes you to the sign-in page and then back to the page the form was on. What you typed is not saved: enter it again.
Signed in, but not allowed. If your role does not allow a page or an action, the portal does not ask you to sign in again: it shows an error 403 page with Go Home and Go Back buttons. Signing in again does not help; ask an administrator to change your role (Change a user's role). A record of another organisation opens an error 404 page instead; see Which records each user can see.
Inactive and deleted accounts cannot sign in, on the web or in the Driver App. A driver whose account is deactivated while signed in is sent back to the sign-in screen at the app's next check.
Driver App only for drivers. An account that is not linked to a driver record cannot sign in to the Driver App, even with the right password.
No forgotten-password link in the Driver App. The sign-in screen offers only password and biometric sign-in; see Reset a forgotten password.

If something goes wrong#

Message	Cause	Fix
"Username is required."	Username was left empty.	Type your username.
"Password is required."	Password was left empty.	Type your password.
"Password must be at least 8 characters long."	The password typed on the portal sign-in page is shorter than 8 characters.	Check the password; if it is right but shorter, reset it.
"Invalid username or password."	The username or password is wrong, or the account is inactive or deleted.	Check both, including capital letters in the username. Use Forgot password? if needed.
"Wrong username or password. Please try again." (Driver App)	Wrong phone number or password, an inactive or deleted account, or an account with no driver record.	Check both. If they are right, ask your fleet manager whether your login is set up and active.
"Your driver profile is deactivated. Contact your fleet manager." (Driver App)	The fleet has deactivated the driver record; shown at sign-in or while using the app.	Ask your fleet manager to reactivate it.
"Username is required" or "Password is required" (Driver App)	The field is empty.	Type it.
"An unexpected error occurred. Please try again." (Driver App)	The app could not complete the sign-in, for example with no connection.	Try again.
"Your password changed — please log in again" (Driver App)	Biometric sign-in used an old password; biometric sign-in is turned off.	Sign in with your current password, then turn biometric sign-in on again.
The sign-in page appears while you are working	Your session ended.	Sign in; the portal returns you to the page.

Sign in to the portal and the Driver App

Before you start#

Steps#