Apollo ELD Customer Service — Professional Guide

Overview and what to expect

Apollo ELD customer service should act as the primary compliance partner for fleets using their hardware and software to meet FMCSA ELD requirements that took effect with the initial compliance date in December 2017 and the AOBRD transition ending in December 2019. A professional support organization for an ELD vendor typically covers device commissioning, HOS configuration, firmware updates, roadside inspection support, and data exports required for audits. Expect customer service to be knowledgeable not only about the vendor’s product but also about common regulatory touchpoints and inspection workflows.

When evaluating or interacting with Apollo’s support, evaluate response SLAs, channels (phone, email, in-app chat, online portal), hours of operation, and documented escalation paths. Good vendors publish an online knowledge base, release notes, and regulatory guidance (for example, FMCSA’s ELD pages at https://www.fmcsa.dot.gov/hours-service/elds) so drivers and fleet managers can self-serve for routine tasks while reserving live support for urgent malfunctions and roadside inspections.

How to reach support and what information to have ready

Contact channels you should expect: 24/7 phone support for roadside emergencies, a ticketing system with email confirmations, in-app chat for configuration questions, and a dedicated fleet portal for device inventory and firmware pushes. If you cannot find a vendor phone number or portal link on your device packaging, check the vehicle’s ELD label (often affixed to the device or OBD cable), your initial onboarding email, or the provider’s website sign-in page to locate support contacts.

Before you call or open a ticket, collect the following facts to speed resolution — this reduces average handle time and avoids needless escalation:

• Device ID and serial number (on the device label), vehicle VIN, and OBD port location.
• Driver name, CDL state and license number, date/time of incident, and precise HOS status (on-duty, driving, sleeper, off-duty).
• App version and device firmware version (found in app Settings > About), connection type (cellular/OBD/Bluetooth), and any error codes or on-screen messages.

Service levels, pricing expectations, and logistics

Industry-standard pricing and logistics give a benchmark when evaluating Apollo ELD service. Typical one-time device costs range from $199–$399 per unit, with subscription services for cloud telematics and support between $12–$45 per vehicle per month depending on features (HOS only vs. full telematics and DVIR). Installation by a technician commonly costs $75–$200 per vehicle, and same-day or next-day onsite service may be available in metro areas for an added fee.

Response and remediation SLAs commonly offered by reputable ELD vendors are: live phone pickup within 1–3 minutes for roadside emergencies, initial ticket response by email within 2–4 hours for business-hour inquiries, and device RMA/replacement shipped within 3–7 business days for hardware failures. Many vendors include a 1–3 year limited warranty; extended warranties or expedited replacement shipping are often available as paid options. Verify these details in your contract and request a written SLA addendum if consistent uptime and quick RMA turnaround are mission-critical for your fleet.

Escalation, service credits, and contract tips

If first-level support cannot resolve a malfunction that affects HOS compliance (for example, a prolonged inability to record driving time), ask for an escalation path that includes a named account manager or technical engineer and a target remediation time (e.g., 24–48 hours). For fleets with 50+ power units, vendors commonly assign dedicated account representatives and quarterly review calls to track support metrics, firmware adoption, and open tickets.

Contract language to request: defined response times for roadside emergencies, replacement device availability, software update windows (e.g., firmware pushed between 01:00–05:00 local to minimize disruption), data retention guarantees (commonly 6–7 years for telematics and ELD records per company policy), and service credits for missed SLAs. Keep all support interactions logged and request ticket numbers for follow-up; that documentation is essential if you later need to prove mitigation steps during a regulatory audit.

Common problems and step-by-step troubleshooting

Most ELD issues fall into a few categories: connectivity (no cellular/sync), incorrect vehicle/driver assignment, hardware power/OEM OBD incompatibility, and software bugs after updates. For roadside situations, customer service should be prepared to remotely push an export of required ELD data to an inspector or coach the driver through a local transfer method. Expect support to verify the device’s firmware and app versions and to run live diagnostics against the unit’s modem, GPS, and engine data streams.

Before calling support, perform these high-value troubleshooting steps — they resolve 60–80% of common problems and significantly shorten resolution time:

• Confirm engine idle and OBD connectivity: verify vehicle is running and the device’s LED indicators show power/link; reseat the OBD-II connector and check for corrosion or loose pins.
• Verify driver login and profile: ensure the driver used correct carrier and DOT credentials, and check duty status history for unassigned edits or pending annotations.
• Check app/firmware versions and network: force-close and reopen the app, toggle mobile data or Wi‑Fi, and confirm firmware is not mid-download; record exact version numbers to report to support.
• Perform a local data transfer or generate a printout/display for inspection: know where the “Export Logs” or “Show logs to inspector” function is in the app and how to initiate a USB or Bluetooth transfer if required.

Roadside inspection readiness and compliance support

Customer service must be able to guide drivers through FMCSA roadside inspections. Key capabilities to expect: immediate access to current HOS logs, malfunction records, diagnostic trouble codes (DTCs) with timestamps, and the ability to produce a formatted output that an authorized official can review. A robust vendor will also coach drivers on what to say and how to hand the device or output to an inspector while safeguarding account credentials.

If an ELD malfunction occurs during inspection, support should document the event, provide a temporary paper log best-practice for the remainder of the day, and supply a written incident report or ticket ID that the carrier can present to enforcement or auditors. Keep the support ticket and all exported logs for at least six months (recommended 6–12 months or per company record-retention policy) to simplify any follow-up audits or appeals.

Final recommendations for fleet managers

Build a short internal checklist based on vendor support expectations: confirm the vendor’s roadside support hours and phone number, maintain a printed quick-reference for drivers (steps, account ID, ticket creation process), and run quarterly mock inspections to verify drivers and devices are inspection-ready. Track metrics: average time-to-resolve, percentage of issues resolved remotely, and number of RMAs per quarter — aim to reduce RMAs and increase remote resolution to keep operational costs down.

Ultimately, treat Apollo ELD customer service as a strategic function: negotiate defined SLAs in your contract, insist on documented escalation channels, and require proactive firmware/security patch cadence. When customer service meets these benchmarks, fleets minimize HOS violations, speed up driver resolution times, and maintain continuous compliance with FMCSA guidance as published on the official resource at https://www.fmcsa.dot.gov/hours-service/elds.

What is Apollo eld?

Apollo ELD is a certified and ELD-compliant product that fully conforms to both ELD and AOBRD standards. While being comprehensive, apollo ELD is developed with drivers in mind and thus is quite easy to use. In addition to an app for the driver, there is a feature-rich portal for use by the back-office personnel.

How do I cancel my subscription on Apollo?

Cancel Your Apollo Plan

1. Launch Apollo and go to Admin Settings > Plan overview.
2. Scroll to the bottom of your plan overview and click Cancel Plan.

Does Apollo.io have a phone app?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Yes, Apollo.io does have a mobile app. It is available for both iOS and Android devices. The Apollo.io app allows users to access and utilize the platform’s features on their mobile devices, enhancing their sales and outreach capabilities on the go.  Furthermore, Apollo.io also offers a desktop app through WebCatalog for Mac and Windows, providing another option for accessing the platform’s functionality.  In addition to the mobile and desktop apps, Apollo.io offers a Chrome extension that integrates with various tools like LinkedIn, Gmail, and Salesforce, further extending its reach and functionality. 

AI responses may include mistakes. Learn moreApollo.io: Reviews, Pricing & Free Demo – Software Finder – 2025Apollo.io offers a mobile app for both iOS and Android.Software FinderApollo.io – Desktop App for Mac, Windows (PC) – WebCatalogEnhance your experience with the desktop app for Apollo.io on WebCatalog Desktop for Mac, Windows.WebCatalog(function(){
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Is Apollo for free?

Apollo has a free forever plan suitable for smaller sales teams and beginner users looking to explore Apollo’s capabilities.

How can I cancel my Apollo Eld service?

Email Apollo’s Support Team
To initiate the cancellation process, send an email to Apollo’s support team at [email protected].

Does Apollo Eld offer phone support?

If you are missing any drivers or data, please call our support team at 1(866) 320-5810.