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Track & Trace | Problems

Are you using Track & Trace and is something going wrong? The most common causes are listed below. If you cannot find your solution, contact support@robaws.com.

I do not see the locations of my employees on the map

Go through these points in order:

Is an employee linked to the user profile? Users without a linked employee never appear on the overview map. You call up that map via the dayplanning.
Is Track & Trace switched on for that user? You activate Track & Trace per user on the user file, in the Wappy window. It is a chargeable function, charged at € 5/user per month.
Is Track & Trace switched on in the settings? Check settings > work orders > wappy > track & trace.
Does the employee have a weekly schedule? Track & Trace only works in combination with a weekly schedule, because the tracking follows that weekly schedule. Without a weekly schedule, nothing is registered.
Did the employee give permission for location on their device? Without that permission, Wappy does not send any locations.

I do not see my projects on the map

Four conditions apply to projects. If one of them is missing, the project does not appear.

The status of the project is in the list for Track & Trace. You set this via settings > projects > projects with these statuses are active on track & trace.
The project has an address. Projects without an address do not appear on the map.
The address has valid geo coordinates. You check these via the red pin on the small map next to the address. If the coordinates are 0 or empty, the project drops out.
The project is not archived. Archived projects are never included.

If you leave the status list empty, no project at all appears on the map. So always select at least one status.

I still do not receive any locations

If everything above is set correctly and still no locations come in, the cause lies with the permissions on the employee's device. Robaws cannot retrieve locations itself: Wappy collects them in the background and sends them through.

Have the employee check this in Wappy: menu > Track & Trace. From there you end up in the settings of the device to give the required permissions. All three services have to be active.

A paused tracking also gives no locations. In Wappy an employee can pause the tracking, for example during leave. Check via menu > Track & Trace in Wappy whether a pause is active.

Does the problem persist after all permissions are set correctly? Then contact support@robaws.com with the name of the employee and the day on which you expected locations.

Updated on: 09/09/2026

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