Articles in this section

See more

Why does my last trip not show on my Mentor Dashboard?

  • Updated

There could be a few issues that are causing the Mentor app to not record or display a trip. Please review the content below.

Trip Criteria:

  • A trip must be at least 4 minutes long and at least .3 miles in length. If a trip does not meet these criteria, it will not be scored.
  • Short trips of 2-4 minutes in duration will be shown but will not be part of the FICO® Safe Driving Score calculation.
  • If you are not on a cellular network or your phone is offline, your trip is still being captured; however, it will not appear on your Mentor Dashboard until your phone is online or on the cellular network again.
  • If you manually “swipe kill” the Mentor app, you may miss the beginning of a trip due to limitations regarding how Apple and Android phones revert to hibernate when not in use.

If the above guidance has all been met, try “swipe killing” and restarting the Mentor app,  refer to further troubleshooting steps below, or send an email to mentorsupport@edriving.com.

Apple (iOS)

iOS 13 Users

After powering your phone down for 1-3 minutes then powering back on, verify that all settings/permissions are correct by following the steps below:

Location & Privacy / Network Settings Reset

  1. Select “Settings”
  2. Select “General”
  3. Select “Reset”
  4. Select “Reset Location & Privacy” and confirm
  5. Select “Reset Network Settings” and confirm
  6. Return to home screen
  7. Open Mentor.
    • When prompted with Motion & Fitness permission, press “OK”
    • When prompted with location permission, press “While using app”
  8. Return to home screen
  9. Press “Settings”
  10. Search and select “Privacy”
  11. Select “Location Services”
  12. Scroll to Mentor and select
  13. Select Location and change to “Always”

Enable Motion & Fitness (This setting helps Mentor detect when you start and stop your trip)

  1. Select Settings
  2. Select Privacy
  3. Select Motion & Fitness
  4. Ensure that Fitness Tracking switch is ON/GREEN. If not, turn on.
  5. Scroll to Mentor and ensure that switch is ON/GREEN
  6. Return to home screen

Disable Low Battery Mode

  1. Select Settings
  2. Select Battery
  3. Ensure that Low Power Mode is disabled

iOS 14 Users

After powering your phone down for 1-3 minutes then powering back on, verify that all settings/permissions are correct by following the steps below:

Location & Privacy / Network Settings Reset

  1. Select “Settings”
  2. Select “General”
  3. Select “Reset”
  4. Select “Reset Location & Privacy” and confirm
  5. Select “Reset Network Settings” and confirm
  6. Return to home screen
  7. Open Mentor.
    • When prompted with Motion & Fitness permission, press “OK”
    • When prompted with location permission, press “While using app”
  8. Return to home screen
  9. Press “Settings”
  10. Search and select “Privacy”
  11. Select “Location Services”
  12. Scroll to Mentor and select
  13. Select Location and change to “Always”
  14. Toggle Precise Location to ON.

Enable Motion & Fitness (This setting helps Mentor detect when you start and stop your trip)

  1. Select Settings
  2. Select Privacy
  3. Select Motion & Fitness
  4. Ensure that Fitness Tracking switch is ON/GREEN. If not, turn on.
  5. Scroll to Mentor and ensure that switch is ON/GREEN
  6. Return to home screen

Disable Low Battery Mode

  1. Select Settings
  2. Select Battery
  3. Ensure that Low Power Mode is disabled

Android (Most Models)

Required Permissions

  1.  Location
    • An option for Always, While Using Application and Never will be presented. Always must be selected.
  2. Storage
  3. Camera
  4. Phone
  5. Physical Activity (if present)

Disable Sleeping Apps

  1. Open Settings
  2. Select Device Care
  3. Select Battery
  4. Select App Power Management
  5. Select Sleeping Apps
  6. Verify that Mentor is not located within any of the Sleeping (or Deep Sleeping) Apps list. Instead, attempt to add Mentor to Do Not Sleep (if available).

Disable Maximum Power Saving Mode

  1. Open Settings
  2. Select Device Care
  3. Select Battery
  4. Select App Power Management
  5. Select Sleeping Apps
  6. Verify that Mentor is not located within any of the Sleeping (or Deep Sleeping) Apps list. Instead, attempt to add Mentor to Do Not Sleep (if available).

Samsung S9/S10/S10e/S20 devices

  1. Select Settings (drag down from top of screen and press on "gear")
  2. Select magnifying glass (search)
  3. Type "auto" and select Automatic date and time
  4. If off, turn on. If on, turn off then back on
  5. Return to the Home screen
  6. Drag down from top of screen
  7. Select airplane to activate airplane mode, then select again to deactivate airplane mode.

Related articles