FreightConnect

Troubleshooting / Common Issues

Common Issues & Solutions

Top 10 problems and how to fix them.

1. No Quotes Coming In After Posting a Load

Symptoms: You posted a load but got 0 quotes after 2 minutes.

Causes:

  • Rate too low (carriers can't make margin)
  • Pickup too soon (carriers need lead time)
  • Route unpopular (few carriers go there)
  • Small carrier network (not enough carriers to query)

Solutions:

  • Raise your asking rate by $0.10-$0.20/mile
  • Extend pickup date by 1-2 days
  • Invite more carriers to your network (go to Carriers → Invite)
  • Check Settings → Carrier Filters — are they too strict?

2. Tracking Data Shows "No Recent Updates"

Symptoms: You don't see real-time GPS location; last update was hours ago.

Causes:

  • Carrier doesn't have ELD (Samsara, Motive, etc.)
  • Driver lost cell service
  • ELD device disconnected

Solutions:

  • Message the driver directly: "Can you send a status update?"
  • Call the carrier's dispatch if it's critical
  • For future loads, prefer carriers with confirmed ELDs in Carrier Network

3. Shipper Can't Access Tracking Link

Symptoms: Shipper says "Link is broken" or "Page won't load."

Causes:

  • Wrong email address (shipper entered typo)
  • Link is corrupted (rare)
  • Shipper using very old browser

Solutions:

  • Resend tracking link from load details (click Resend Tracking Link)
  • Have shipper check spam folder (email might be there)
  • Shipper should use Chrome or Edge (not Internet Explorer)
  • Verify shipper email is correct in load details

4. "Load Posted But Carrier Never Accepted"

Symptoms: You posted a load; quotes came in but best quote wasn't accepted by carrier.

Causes:

  • Carrier quoted but then got a different load
  • Carrier had a mechanical breakdown
  • Miscommunication about rate

Solutions:

  • Re-post the load at current market rate
  • Message the carrier: "Can you still take this load?"
  • Manually contact carrier by phone

5. Settlement Payment Not Received

Symptoms: Invoice was issued; payment due date passed but money didn't arrive.

Causes:

  • Carrier has cash flow issues (common in freight)
  • Dispute (carrier disagrees with charge)
  • Payment in ACH batch (not immediate)

Solutions:

  • Message the carrier: "Payment was due on [date]. Confirm ETA."
  • If past due 14 days, file a Dispute from load details
  • Enable Factoring to get paid immediately (instead of waiting on carrier)
  • Check your bank account — ACH transfers take 1-2 business days

6. "Email-to-Load Parser Extracted Wrong Address"

Symptoms: You forwarded a shipper email; the system misidentified pickup or delivery city.

Causes:

  • Ambiguous city name (e.g., "Springfield" — multiple states)
  • Misspelled address in email
  • Address was in a signature, not the body

Solutions:

  • Edit the load draft before posting (click Edit Load)
  • Reply to shipper for clarification
  • For recurring shippers, create a Load Template (see Email-to-Load doc)

7. Carrier Insurance Lapsed (Automatic Suspension)

Symptoms: Carrier is blocked from quoting; message says "Insurance unverified."

Causes:

  • Cargo or GL insurance policy expired
  • Carrier didn't renew coverage

Solutions:

  • Contact the carrier: "Your insurance expired. Send updated policy."
  • Once they provide new docs, we re-verify (automated)
  • Carrier reappears in available network within 24 hours

8. API Integration Keeps Failing

Symptoms: TMS can't create loads via API; getting 401 or 403 errors.

Causes:

  • Bad API key
  • Request headers malformed
  • Rate limit exceeded

Solutions:

  • Check API key in Settings → API Keys — copy it fresh
  • Verify Authorization: Bearer YOUR_KEY header format
  • Check rate limit: Brokerage = 1,000 req/min; if exceeded, wait 60 sec
  • Enable debug logging in TMS to see exact error

9. Team Member Can't See All Loads

Symptoms: Broker posts a load but dispatcher doesn't see it in their dashboard.

Causes:

  • Dispatcher has restricted visibility (e.g., "only their region")
  • User doesn't have permission

Solutions:

  • Admin goes to Settings → Team → select user
  • Check their role and permissions
  • Expand visibility: Settings → Permissions → increase load visibility scope

10. Shipper Says "Shipment Never Arrived" But Proof of Delivery Says Otherwise

Symptoms: Shipper denies receiving freight; we have POD photo and signature.

Causes:

  • Wrong dock/location (received but placed in wrong warehouse)
  • Lost in their facility after delivery
  • Genuine non-delivery (POD fraudulent — rare)

Solutions:

  • File a Dispute in the load details
  • Contact carrier and shipper together
  • Review POD photo and signature (look for discrepancies)
  • If unresolved, escalate to carrier's insurance company

General Tips

  • Always check load details before posting (typos cause issues)
  • Use Preferred Carriers with standing rate agreements (fewer quote issues)
  • Enable Factoring if you need cash flow (don't wait for carrier payments)
  • Message carriers directly for urgent issues (faster than email)
  • Review Agent Logs to understand why something happened

Still Stuck?

Contact matt@freightconnect.ai with:

  • Load ID (if applicable)
  • What you were trying to do
  • What happened instead
  • Screenshots if helpful

Response time: < 4 hours (Brokerage), < 1 hour (Enterprise).

Next Steps

Last updated: April 2026