Drivewyze Customer Service — Expert Guide for Fleets and Drivers

Overview and Where to Start

Drivewyze is a preclear and safety platform used by fleets and owner-operators to bypass weigh stations and receive safety alerts. The primary public entry points for support are the official site (https://www.drivewyze.com) and the Drivewyze Support Center (https://support.drivewyze.com). For account- or billing-specific inquiries it is faster to open a ticket through the Support Center because tickets attach account metadata automatically; use the in-app “Help” if you are on the road and need immediate troubleshooting.

Before you call or submit a ticket, collect basic account identifiers: account name, account ID (found in your admin portal), vehicle unit number, and the Drivewyze subscription type (for example: PreClear standard, PreClear with advanced features). Having this information on hand reduces average handling time from 20–30 minutes down to under 10 minutes for routine cases.

Support Channels, Expectations and Hours

Drivewyze support is structured across self-service resources, email/ticketing, and phone escalation. Typical tiers are: Tier 1 (general account/billing & basic connectivity), Tier 2 (diagnostics, firmware, integration with telematics/ELD), and Tier 3 (engineering-level issues or state-specific bypass exceptions). Use the Support Center for step-by-step guides, firmware downloads, and status alerts; it contains knowledge-base articles updated regularly.

Expectations: for non-urgent issues opened via the Support Center, a first response is commonly provided within 24 business hours; for urgent operational outages there is usually phone escalation available through your account rep or the in-app “Call Support” link. Always request or note the ticket number; this is the primary reference used during escalations and SLA tracking.

Account Management, Pricing and Billing Practices

Drivewyze subscriptions are typically sold per-vehicle/per-month. As of 2024, published market pricing for PreClear commonly falls in the $10–$20 per tractor per month range depending on contract length and feature bundle; exact enterprise pricing is negotiated through sales (sales portal accessible via the main website). Billing queries—credits, proration, or cancellations—are routed to the billing team and are best handled by the account administrator listed on the account to prevent unauthorized changes.

When disputing a charge prepare three pieces of information: invoice number, billing period, and the account administrator’s email. Refunds and proration are policy-driven and often processed within one billing cycle after approval; retain copies of invoices and payment receipts for your accounting department (PDFs available in the admin portal). For large fleets (100+ vehicles) negotiate annual or multi-year terms to reduce per-unit costs and lock in service levels.

Technical Troubleshooting and Diagnostics

Most operational problems relate to connectivity (cellular data), GPS accuracy, or outdated firmware/app versions. When a truck reports “no bypass” or “preclear unavailable,” verify: (1) the mobile app or integrated telematics unit has GPS and cellular signal at the time of the event, (2) the vehicle’s VIN/plate and DOT credentials match what Drivewyze has on file, and (3) the driver’s device shows the current app/firmware version. Collecting this data before contacting support speeds resolution.

When opening a technical ticket include: account ID, unit number, device IMEI or serial, app version and build number, last successful bypass timestamp, and the approximate GPS coordinates/time of the failed event. Provide screenshots or a short video of the app behavior and any error codes. Good triage information reduces back-and-forth and typically resolves 70–80% of connectivity or configuration issues within one business day.

What to Provide When You Call or Open a Ticket

• Account name and Account ID (from admin portal) — primary identifiers used by support.
• Vehicle unit number, VIN or license plate, and approximate odometer/GPS coordinates at time of issue (date/time in UTC preferred).
• Device identifiers: app version/build, telematics firmware version, modem IMEI or device serial number.
• Exact error message or screenshot; step-by-step of what the driver did and expected behavior.
• Billing or invoice number for payment disputes; contract term if discussing pricing or renewals.

Device Activation, Integrations and Fleet IT

Activation workflows differ if you use the Drivewyze mobile app (PreClear Driver) versus an embedded OEM telematics integration. For mobile app deployments: install the app, sign in with corporate credentials or connect via an activation code from the admin portal, and confirm location permissions (foreground/background). For integrated telematics: verify the telematics vendor’s compatibility list and that the integration is active in the fleet admin console; many integrations push the Drivewyze license key to the device automatically.

For API or ELD integrations, provide your IT team with the Drivewyze integration guide (available from your account rep). Typical integration checkpoints include: matching vehicle IDs, ensuring TLS 1.2+ for webhooks, and confirming timestamp formats (ISO 8601). Test each vehicle through a staging environment before full roll-out; sample testing reduces field incidents and helps fleets measure bypass success rates during the pilot period.

Escalation Path, SLAs and Best Practices

If an issue is unresolved within the expected response window, escalate by requesting the ticket be moved to Tier 2 and ask for an estimated time-to-resolution (ETR). For safety-of-life or large-scale outages (affecting >10% of a fleet), request immediate escalation to engineering; retain chat logs and ticket references. For compliance or audit needs, request logs for specific events—these typically include timestamped preclear decisions and are essential for dispute resolution with weigh stations.

Best operational practice: maintain a rolling 30–90 day log of incidents, ticket numbers, and resolutions; use those records in contract renewal negotiations to demonstrate service levels and inform future pricing. For fleets that manage hundreds to thousands of assets, assign one or two internal Drivewyze administrators to interface with Drivewyze support—this centralized contact model reduces resolution times and improves coordination for firmware rollouts or configuration changes.

Quick Troubleshooting Checklist (Do this before contacting support)

• Confirm device has recent GPS fix and cellular connectivity at timestamp of issue; note last-known coordinates.
• Verify app/firmware versions are current; update if not (check Support Center for release notes).
• Check account status and that the vehicle is active in the admin portal (no suspension or expired license).
• Collect and attach error screenshots, ticket-ready metadata (account ID, unit number, timestamps).
• If issue is repeated, schedule a remote diagnostic session with support during off-peak hours to minimize operational impact.

For authoritative contact and the latest documentation, always consult Drivewyze’s official site (https://www.drivewyze.com) and the Support Center (https://support.drivewyze.com). If you are managing a fleet, maintain current account administrator details and an internal playbook (ticket templates, escalation contacts, testing checklist) to ensure rapid and consistent resolution when problems arise.