These are the problems riders and offices using Irsaal Water Delivery Software report most, with the exact message you will see and what to do. Most of them come from four places: the delivery location check (a rider must be at a pinned customer's door), a customer with no route or rider, a rider's day that has not been approved yet, or a module or plan that hides part of the software. If yours is not here, contact Irsaal support at WhatsApp +92 345 6703860 or info@irsaalsystems.com.
Rider app problems
"Not at the door yet" or "You are … from …'s pinned location"
The customer's door is pinned on the map, and the business uses the Strict delivery check. A delivery can only be marked within the set distance of the pin: 100 m, plus a little for the phone's own GPS accuracy, unless the office changed it.
- The rider is not at the door. Walk to the customer's door and mark it there.
- The pin is in the wrong place. On the customer's card, the office can Clear the pin under Delivery Location, or the rider can use Update the pin while standing at the real door.
- The whole team needs some slack. On Live Tracking → Delivery check, raise Counts as "at the door" within (metres), or choose Record only — allow, but flag deliveries marked away from the pin.
Deliveries recorded while offline are never refused when they sync. They are saved and flagged as marked away from the pin.
"A fake location app is switched on" / "A mock location app is switched on"
A fake-GPS app is running on the phone. Turn it off (and switch off Mock location in the phone's developer options) to mark deliveries.
"Turn on location to mark … delivered"
The phone sent no location. Turn the phone's location (GPS) on and try again. If the message keeps coming at pinned customers, the rider's app may be older than version 2.10, which sends no location. Install the current Irsaal Rider app, or switch the business to Record only until everyone has updated.
The app is stuck on "What the app needs" / "Location is required"
The app only opens once location is allowed and switched on. Press Allow all. If it says Phone location is off, press Turn on location. If Location shows Blocked, Android will not ask again, so press Open app settings, open Permissions → Location and allow it.
The rider cannot sign in
- Wrong email or password. Check them under System → Riders. The edit button sets a new password.
- Wrong product chosen. On the sign-in screen, WHICH ROUND DO YOU WORK? must be Water Delivery.
- The rider was deactivated. Tick Active on the rider and save.
- "This app is not on your plan". The subscription does not include the rider app. Nothing the rider recorded is lost. Add the rider app to the plan, then the rider presses Check again. See Irsaal pricing: plans for water and LPG delivery software.
A customer is missing from the rider's app
The customer has no Route, their route's Assigned Rider is someone else, the customer was given a different Assigned Rider, or the customer is not Active. Fix it on the customer's form or on Areas & Routes, then pull down on the rider's list to refresh.
Today's orders are not on the rider's Route
Subscription orders may not have been generated. Press Generate Today's Orders on Operations → Subscriptions (or Generate on Orders), then refresh the app. Orders booked for a later day are on Schedule, not Route.
The receipt printer does not print
Pair the printer in the phone's Bluetooth settings first. Then in the app open Profile → Printer & settings → Bluetooth Printer, press Scan paired, choose it and press Test print. If the print is cut off or tiny, change the Paper width (58 mm or 80 mm).
Office problems
Cash or empties are still showing with a rider
The rider's day has not been approved. Open Finance → Rider Ledger and press Review & Approve on the day, then Approve & Release. If the rider has not submitted the day, it shows as not submitted until they do. See Rider Ledger: approving a rider's cash and empty bottles.
A rider typed the wrong payment amount
Open the rider in Rider Ledger and use Correct Payment on that payment, with a reason. The account and the customer's ledger are adjusted by the difference.
The bottle counts do not add up
Open 19 Ltr Bottles → Reconciliation. The usual causes are:
- Bottles at customers were entered twice: with Manual Adjust → With Customers, and again as each customer's Bottles already held. Correct the manual entry in the Movement Ledger.
- A rider's day is not yet approved, so their empties are still With Riders.
See 19 litre bottles and security deposits in Irsaal water software.
An invoice has the wrong amount
Edit the order it came from and press Update Order & Reissue Invoice. The order keeps its number, and the invoice is issued again.
A menu item or button is missing
- A padlock beside it: your plan does not include it. See Irsaal pricing: plans for water and LPG delivery software.
- Not there at all: its module is off under Settings → Modules, or your role does not include it. An administrator ticks it under System → Users & Roles.
- A button reads "… used — upgrade": the plan's limit (riders, routes, customers or staff logins) is reached.
WhatsApp messages are not going out
Check System → Alerts → Message Log for the message and its status. Then check that the number is connected on the WhatsApp page (profile menu), that Send WhatsApp alerts to my customers and the alert itself are ticked, that the month's messages are not used up, and that the customer has a phone number. See WhatsApp and SMS alerts in Irsaal water delivery software.
I forgot my password
On the sign-in page press Forgot password? and follow the email. An administrator can also set a new password for any staff user under System → Users & Roles. See How to sign up and log in to Irsaal, and reset a password.
Frequently asked questions
Why can't my rider mark a delivery in Irsaal?
Usually because the customer's door is pinned and the rider is not within the allowed distance of it ("Not at the door yet"). The rider should walk to the door. The office can move or clear a wrong pin, raise the distance, or set Live Tracking → Delivery check to Record only.
Why does the Irsaal Rider app need location?
The office's live map and the check that a rider is at each customer's door both use it. The app only opens once location is allowed and switched on.
My rider's app shows no customers. What is wrong?
Either no customers are filed under that rider (check the routes' Assigned Rider), or the rider is signed in under the wrong product. Riders must choose Water Delivery when signing in.
Where do I get help if my problem is not listed?
Contact Irsaal support by WhatsApp at WhatsApp +92 345 6703860 or email info@irsaalsystems.com. Or raise a complaint from inside the software. See How to contact Irsaal sales and support.
Khulasa (Roman Urdu)
"Not at the door yet" ka matlab hai rider customer ke pin kiye gaye darwaze se door hai. Darwaze par jayen, ya office pin theek kare, ya "Live Tracking → Delivery check" mein "Record only" chun le. App location ke baghair nahi khulti, isliye "Allow all" aur "Turn on location" dabayen. Customer rider ki app mein na ho to uska route aur rider check karein. Rider ka cash aur khali bottles tab tak uske naam rehte hain jab tak "Rider Ledger" mein "Approve & Release" na ho. Koi menu na dikhe to Modules, plan ya role check karein.