When something is wrong

Support is by email, to one address, answered by the people who build Truckzly. There is no phone line and no chat window. You should know that now rather than at a roadside check.

support@truckzly.com

What to expect

We read the mailbox during Romanian business hours and aim to answer the same working day. That is what we do, not what we guarantee: there is no service level agreement on any plan, and nothing else on this site claims one. If you need a response time in writing, ask — that is an arrangement we would rather make deliberately than print here as a number nobody has agreed to. The terms say the same thing in the language of the contract.

Nobody is on call overnight or at the weekend. A message sent at two in the morning is read in the morning. The form has a box for a vehicle that is stopped right now, and ticking it flags the subject line so the message stands out when the mailbox is next opened — that is all it does, and we would rather say so than let you believe it pages somebody.

Why email and not a phone number

A number that rings out is worse than no number. Email is the channel a team this size can answer properly, keep a written record of, and hand to whoever actually knows the answer without the story being retold twice. When there are enough of us to staff a line without it going unanswered, this page will say so.

What to put in the first message

The form below asks for these, so you do not have to remember them. Four answers usually turn three emails into one.

The company on the account: There are several fleets with the same plates in the system. The account name is how we find the right one.
The vehicle or the device, if it is about one: A plate, a VIN or the device number. Any of the three is enough to pull the right unit up.
What you were doing when it went wrong: The steps matter more than the error text. Half the answers come from repeating what you did.
When it started: Roughly is fine. It tells us which change to look at, and whether anybody else saw the same thing.

Which part of Truckzly is this about?

Signing in or account accessNobody can get in, or somebody has the wrong access.Tracking, the live map or a deviceA vehicle is missing from the map, or a device stopped reporting.Tachograph downloads or driver hoursA download did not arrive, or the hours do not look right.Orders, dispatch or tripsAn order, a trip or the dispatch board is not behaving.Documents and filesA file will not upload, or one you expected is not there.Billing, invoices or Zola creditsAn invoice, a device service or a credit balance looks wrong.The Field app on a phoneThe driver app on a phone or tablet.Something elseAnything the list above does not cover.

Your nameEmailThe one you sign in with, if you can.

Company on the accountThe name your Truckzly account is under. It is how we find you.

Vehicle or device (if there is one)Plate, VIN or device number — whichever you have to hand.When it started (if you know)“Since Tuesday morning” is a useful answer.

What were you doing, and what happened instead?The steps you took matter more than the words on the error. If you saw one, quote it.A vehicle or a driver is stopped right nowFlags the subject line so it stands out. It does not reach anybody outside working hours.

Or email us at support@truckzly.com — it is the same mailbox.

If this is not that

Buying Truckzly, or devices for the fleet. That is not support, and this mailbox is the slow way round to it. Use the contact form — it reaches the people who quote hardware and run walkthroughs.

A copy of your data, deletion, or anything under the data processing agreement. Write straight to contact@truckzly.com, as the privacy notice says. Exercising a right should reach us directly, not queue behind a broken tail lift.