RouteWork Support
How to reach us, and answers to the questions we get most.
How to reach us
Email support@fintexainc.com from the address on your RouteWork account. That is the fastest route for every plan, including during your free trial.
| Plan | Channels included |
|---|---|
| Starter | Email support |
| Professional | Priority email and phone support |
| Business | Dedicated support contact, phone support, and onboarding assistance |
Phone support on the Professional and Business plans is arranged through the same support address — email us and we will set up a call. For sales and billing questions before you sign up, write to info@fintexa.com.
What to include in a support request
Including these up front usually removes a round trip:
- The email address on your RouteWork account, and your company or team name.
- Where the problem happened — the web dashboard, the iOS app, or the Android app.
- The route name and date, and the specific stop, if the issue involves one.
- What you expected to happen, and what actually happened.
- A screenshot or screen recording, if it is something visible.
- For a mobile problem: the device model, OS version, and app version from Settings.
Please do not send passwords. We never need one to help you.
Common questions
How do I import my delivery stops?
Create a route, then upload a CSV or Excel file of stops. RouteWork geocodes each address and you can optimize the stop order afterwards. Any address that cannot be geocoded is flagged so you can correct it before dispatching.
A driver cannot see their route
Check that the route is assigned to that driver and its status is Assigned or In Progress; that the driver is signed in to the same team; and that they have granted location permission. Pulling down to refresh the route list forces a resync.
Driver location is not updating on the live map
Background location needs the permission set to Always rather than While Using the App. On Android, battery optimization also has to be turned off for RouteWork, or the operating system will suspend location updates. The driver needs a route actually in progress for tracking to run.
How do I add or remove a team member?
Administrators manage the roster on the Team page. New members join with your team code. Removing a member frees a seat on your plan straight away.
I have hit my team member limit
Change plans from Settings → Billing. See the pricing page for what each plan covers — every plan has the same features, so moving up only adds seats and support.
How do I cancel?
From Settings → Billing in your account, or by emailing support@fintexainc.com. Cancelling before day 31 of the free trial means you are never charged. See pricing and billing for the full terms.
Something looks wrong with my bill
Email support@fintexainc.com with the date and amount of the charge. Do not resubmit a payment — that risks a duplicate charge.
I forgot my password
Use the Forgot password link on the login page. The reset email arrives from our notification address; check your spam folder if it does not appear.
Reporting a security issue
If you believe you have found a security vulnerability in RouteWork, email support@fintexainc.com with the subject line “Security” and a description of the issue. Please give us a chance to fix it before disclosing it publicly.