# Irsaal water delivery software: common problems and fixes > Fixes for "Not at the door yet", location required, riders who cannot sign in, missing customers, unapproved ledgers, bottles and WhatsApp. - Product: Irsaal Water Delivery Software, by Irsaal Software - Section: Problems & fixes - Page: https://irsaalsystems.com/help/water-troubleshooting - Last updated: 2026-09-23 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](https://wa.me/923456703860) or [info@irsaalsystems.com](mailto: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](https://irsaalsystems.com/help/irsaal-pricing). ### 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](https://irsaalsystems.com/help/water-rider-ledger). ### 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](https://irsaalsystems.com/help/water-bottles-and-deposits). ### 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](https://irsaalsystems.com/help/irsaal-pricing). - **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](https://irsaalsystems.com/help/water-whatsapp-alerts). ### 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](https://irsaalsystems.com/help/sign-up-and-log-in). ## 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](https://wa.me/923456703860) or email [info@irsaalsystems.com](mailto:info@irsaalsystems.com). Or raise a complaint from inside the software. See [How to contact Irsaal sales and support](https://irsaalsystems.com/help/contact-irsaal). ## 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. --- Source: https://irsaalsystems.com/help/water-troubleshooting — Irsaal Help Center (https://irsaalsystems.com/help).