• I can't add an order to a tour

  Address conflict: Orders without a valid address can't be planned (→ What is an address conflict and how do I resolve it?). Wrong tab: You add new orders to a running tour via the active tour. apomap suggests at which stop the order fits best, and the driver gets a notification. Different location: The order and the tour must belong to the same pharmacy.Few readers

• A detail is missing from the label, or there's too much on it

  Which details are printed (phone number, price, tags, notes, delivery date, time window, address supplement) is set under Settings → Label contents. → In detail: What's on the label? – Setting label contentsFew readers

• My driver can't see their tour in the app

  Common causes: The tour is assigned to another driver. The tour is planned for another day. The driver is signed in with a different user. The app isn't up to date or has no internet connection. What to do: In tour planning, check which driver is assigned to the tour. You can change the driver via Edit. Check the date of the tour. You can move it via the clock icon. Ask the driver to reload the app or sign out and back in. Check that the app is up to date.Few readers

• What is an address conflict and how do I resolve it?

  apomap couldn't find the address unambiguously on the map – e.g. because of a typo, a missing house number or a new street. As long as the conflict exists, the order can't be planned properly. Open the order with the conflict notice. Correct the address or choose the matching suggestion. Save – the order now appears correctly on the map. Tip: Also correct the address in your pharmacy management system so that the error doesn't happen again with the next order. → In detail: [What iFew readers

• My temperature tracker is offline or not sending values

  Check that the tracker is charged. Under Settings → Pharmacy management system & platforms → apomap Tracker, check that the access details have been entered. Without mobile reception (e.g. in underground car parks), the tracker stores the values and uploads them as soon as it has reception again. So no readings are lost. If it stays offline permanently, message us in the chat with the tracker's serial number. You'll find it on the back of the device. → In detail: [What is thFew readers

• Why are yesterday's orders showing today?

  Open and packed orders that weren't delivered are automatically moved to the next day overnight by apomap – by default at 23:59. That way no order gets lost. You can change this under Settings → Orders & automation → Automatic order scheduling. → In detail: Automatic order scheduling and archivingFew readers

• I can't find an order any more – where is it?

  Use the global search at the top: you can search by customer name or job number. Check the date in the order overview – the order may have been moved to another day. Check the location if you have several pharmacies. Completed orders can be found in the Documentation after the archiving period.Few readers

• How do I change my payment method or cancel my subscription?

  You'll find both under your name at the bottom left → Invoices: Update payment method or Cancel subscription.Few readers

• I can't add another driver or location

  The number of staff, drivers and locations depends on your plan. Once the limit has been reached, you can't add any more people or locations. Check whether you can remove former staff or drivers. Or switch to a bigger plan. Note: You can find all plans and their limits in the plan overview at apomap.de. → In detail: Adding staff and drivers and assigning roles · [Creating and maFew readers

• What does "Clarification" mean?

  An order in clarification needs your decision before it can continue. It ends up there in one of two ways: automatically after a failed delivery if "Failed deliveries require approval" is active, or because you set it to clarification yourself. Clarify with the customer when they can be reached, and then plan the order again or complete it.Few readers

• The arrival times are wrong

  The calculated arrival times depend heavily on the default stop duration per stop. If it's set too short, the times will be too optimistic. Go to Settings → Tour planning → Basic parameters. Adjust the default stop duration to what your drivers actually need (e.g. including finding a parking space and stairs). If time windows are important, increase the value for Punctuality under Optimisation parameters. → In detail: [Basic and optimisation parameters for tour planninFew readers

• My drivers arrive before opening or after closing time

  Set an earliest and latest pickup time for the pharmacy: Settings → select the pharmacy at the top left → Route optimisation. → In detail: Basic and optimisation parameters for tour planningFew readers

• I can't see my driver's location

  Common causes: The driver hasn't started their tour yet. The app isn't allowed to access the location. The phone is in battery-saving mode and closes the app in the background. The phone currently has no internet connection. What to do: Ask the driver to check whether the tour has been started in the app. In the phone settings, allow location access for apomap and turn on Precise location. Turn off battery-saving mode and don't swipe away or close the app during tFew readers

• My printer isn't printing labels

  Check that the printer is switched on, connected to the network and loaded with labels. Under Settings → Administration & management → Printers, check that the printer has been added and is shown as online. If it prints incorrectly or cut off: check the label size and the label contents under Labels & printing. If that doesn't help, switch the printer off and on again. → In detail: [What hardware do I need for apomap?](https://hilfe.apomap.de/en/article/welche-hardware-braucFew readers

• Where do I get the data processing agreement (DPA)?

  You can download the data processing agreement (DPA, German: AVV) yourself: your name at the bottom left → Invoices → Data processing agreement section → Download.Few readers

• Why are no orders arriving from my pharmacy management system?

  Common causes: The integration isn't connected or has been disconnected. The apomap Connector isn't running (PC switched off, service stopped) – only for Connector integrations. The order wasn't created as a delivery in the pharmacy management system. The order belongs to another pharmacy and you're currently looking at the wrong location. What to do: Under Settings → Pharmacy management system & platforms → Integrations, check whether the integration is shown as connecFew readers

• My customer isn't getting a tracking email

  Common causes: The email address is missing from the order or has a typo. The tracking notification is switched off in the settings. The email has ended up in the customer's spam folder. The tour hasn't started yet – the email only comes then. What to do: Open the order and check the email address. Under Settings (select the pharmacy at the top left) → Email & tracking, check that the tracking email is active. Ask the customer to check their spam folder. AlFew readers

• The driver didn't find the customer at home – what now?

  The driver marks the delivery in the app as not home and can leave a note. By default, the order then returns to the status it had before the tour (e.g. Packed). You can then simply plan it again. Note: If "Failed deliveries require approval" is active in the settings, the order goes straight to Clarification instead (→ What does "Clarification" mean?). → In detail: [What happens if a customer isn't home?](https://hilfe.apomap.deFew readers

• The driver can't complete the tour

  If Enforce complete tour processing is active, the driver can only finish the tour once every stop has been processed – i.e. delivered or marked as not home. Ask the driver to check whether a stop is still open. If a parcel is no longer in the car, clarify the stop and mark it accordingly. → In detail: App settings for driversFew readers

• How do I book out delivered orders in the pharmacy management system?

  You have two options: With one click (ADG): In the tour settlement there's a button for Cash and one for Card per pharmacy. One click books the matching orders out directly in your ADG pharmacy management system. Via barcode PDF (all pharmacy management systems): From the settlement you create a PDF with barcodes containing the receipt number from your till system. Scan the barcodes one after the other at the till – that way you complete all orders of a tour in no time. →Few readers

• I forgot my password

  On the sign-in page: You can reset your password yourself there. You're still signed in: Click your name at the bottom left → Reset password. You set the new password directly, without any email. Staff and drivers: An admin opens Settings → Staff & drivers, clicks the menu icon next to the person and chooses Reset password. Admin without access: Contact us via the chat. Note: We will never ask for your password by email or phone.Few readers

• How do I get back a deleted order?

  You can restore deleted orders. The order then returns to the status it had before it was deleted. → In detail: How do I delete and restore an order?Few readers

• The scanner isn't responding

  Before scanning, click in the input field or activate pack mode or scan mode. Check the cable or Bluetooth connection and the battery. Test the scanner in an empty text field: if the number appears there, it works. apomap needs a 2D scanner to read the codes on labels and prescriptions. You can get suitable scanners directly from us – just get in touch via the chat. → In detail: [Which scanner can I use?](https://hilfe.apomap.de/en/article/welchen-scanner-kann-ich-nutzen-1iu8mhfFew readers

• How do I update the driver app?

  iPhone: Open the App Store → tap your profile picture at the top right → tap Update next to apomap. Android: Open Google Play → profile picture → Manage apps & device → Updates available → update apomap. Tip: Turn on automatic updates on your drivers' phones so they always have the latest version. On the apomap Terminal the driver app updates automatically anyway. If the app shows something unusual after the update, signing out and back in usually helps. → In detailFew readers

• Where can I find my invoices?

  Click your name at the bottom left → Invoices and then View invoices. There you can download each invoice individually and add billing details. → In detail: My account – plan, payment method, invoices and DPAFew readers