SmartDriver App – Technical and Customer Support FAQ

Thank you for choosing our SmartDriver App and hoping you’re finding it easy and straightforward to use. However, if you are experiencing any issues this is the best place to start getting things sorted. We start with some general technical questions and answers to help you better understand how the app works followed by self-help support answers to help you get the app working if you are experiencing problems.

What do I need to do once I have taken out an Smartdriver App policy / how do I register my App?

After you purchase your policy, you will receive an email detailing the simple stepsto follow. These are listed below for your information.

  1. Using the phone you are going to have the App on, Text; REG4OYD ‘your policy number’ to 60777. Your policy number is shown above. Please leave a space between REG4OYD and your policy number to ensure the system can set you up properly.
  2. You will receive a text back containing your personal PIN (Personal Identification Number). Keep the PIN safe somewhere as you may need this again. Please note that it can take upto 72 hours for your details to be set up on Smartdriver system so if you do not receive a text back within a few minutes of sending then please try again the following day. If you do not receive a text back after having tried for 4 days in a row since the purchase of your policy please contact us for assistance.
  3. Download the App from the App Store or Google Play (you can search for it under Only Young Drivers). When you open the App for the first time you will be requested to input your PIN and confirm the App Terms and Conditions.
  4. That’s it. You are ready to go. Remember to take your phone with you when-ever you drive your car. Ideally secure it in a cradle or have it in the centre console to ensure you have the best chance of getting a strong signal.
  5. Drive safely. You will get your first driving score after you have driven 250 miles and remember the higher the score the better your driving.

Please note that you have 14 days after your policy start date to download, register, and start using your App (We will send you reminders during this period if you forget). Certain mobile phone networks (e.g. Giff Gaff) don’t accept texts to 60777. If you use these networks please contact our Technical Helpdesk by using the form at the bottom of this page and they will take you through the necessary registration process.

How do I get started using the app?

Once you have downloaded and registered your app the rest is automatic. The App has built in auto start / stop so will automatically record all of your journeys. Your driving score will first appear after you have driven 250 miles. You will be able to view your trips on the trip list, and delete those (giving us a reason) where you weren’t driving

Which Journeys need to be excluded and how do I exclude them?

All journey’s where you aren’t driving need to be excluded from your trip history. These could be where you are a passenger in your car, another car, or where you have taken a bus, train, taxi, or even bike – any journey where you go over 10mph will trigger the auto start feature within the App. If you know a journey should be excluded it is a very simple process. Just go to the app, go to the Trip history, mark the journey you wish to exclude and use the drop down to explain the reason for exclusion. We will be monitoring the number and type of trips you delete to understand whether we have this facility right and may send you a message if you are having to delete too many.

How many journeys are shown on the app?

Currently we show the last 40 journeys as by showing more would just make the list too long. We therefore recommend you go into your Trip history at least once a week to ensure everything is recording properly and you exclude any trips that need removing. Our servers will contain the full list of all your trips as it is from these we can see how your driving score and behaviour is calculated.

Do I need to use the app to monitor when driving outside the UK or abroad?

No the App is for UK driving only. Therefore if you do drive abroad please remember to disable it.

When will I receive my first set of driving messages?

Expect to start seeing messages once you’ve completed your first 250 miles of driving using the app.

What if I have a bad score then continue to drive badly and ignore your warnings that have told me I need to improve my driving?

Our ultimate sanction, should you frequently and consistently drive dangerously will be to cancel your policy. However before this situation gets close we will be in contacting regularly via App messaging, SMS, email and by phone. Obviously this is the last thing we want to do so want to be able to work with you to improve your driving and avoid this situation.

My App won’t download – what do I need to do?

Our App should work with all Android and iPhones. If the app doesn’t download properly, firstly check that you’re connected to a Wi-Fi hub (sometimes downloads can be problematic on a phone signal alone).

If this doesn’t work for you, send our Technical Helpdesk a message, or contact our Customer Service Team and we’ll look in to the issue with you.

I can’t seem to register my App successfully – what do I need to do?

Please check that the app has downloaded correctly and you’ve entered the correct PIN number.

Why haven’t I received any driving messages?

Hopefully this is because you are driving really well. If you are concerned, please let us know by email and we’ll look in to it for you.

Why hasn’t all my journey mileage or journey time recorded?

Sometimes GPS can drop out but don’t worry you will not penalised.

I don’t agree / understand my trip history?

We designed SmartDriver App with an auto Start/Stop function. This saves you having to think or remember to switch the app on or off. We are constantly refining this mechanism to identify erroneous trips (such as a train Journey) but it isn’t perfect. There will be some trips you make that shouldn’t form part of your trip history. If you view the trip history you’ll be able to see details of trips you’ve made. If there is a trip that you’d like to exclude (you were a passenger in another persons car as an example) you can exclude these from your history and let us know the reason.

What happens if I lose, change or upgrade my phone?

If you’ve got a new phone you just need to download the app and re-register your policy again following the same registration process as when you first took out your policy

If you lose your phone or have it stolen – let us know as we may be able to trace it from the driving data being recorded.

If you’ve got a policy with us and you’re going to be without your phone for any period, you need to let us know. Using the app to monitor driving is a condition of our insurance so if we see you haven’t recorded any journeys for a while we will be in contact to find out the reason.

I keep losing GPS signal – will it affect my score?

We do fully expect there will be times when your phone won’t pick up a GPS signal or the signal will be weak. Don’t worry if this is the case as we take this into account when monitoring your driving and calculating your score. On average, we’d expect to achieve successful monitoring of 80% of all journeys. If there appears to be a large gap in your data we will get in touch to help you rectify the fault.

The battery drain on my phone is high whilst I am running apps on my phone including the SmartDriver App – what should I do?

All Apps that use GPS unfortunately do drain battery power, obviously if you go on a number of long journeys regularly this may be noticeable. If you are concerned there are a number of outlets offering in-car chargers/cradles at very reasonable prices (under £20) for most popular phones.

I use more than one phone. Should I download the app on each phone?

The App can only be downloaded to one phone at a time. Therefore please ensure when you text in to register it is on the phone you are going to use to monitor you driving. Obviously if you have 2 phones you will need to make sure you have the one with the App downloaded on to it whenever you drive.

What happens if my GPS signal cuts out during a journey?

This is most unlikely, but it may happen occasionally. What you’ll see on your trip history is two rather than one trip, with a gap where the information hasn’t been collected. We know this may happen and therefore have allowed for it to ensure it doesn’t affect your driving score.

Can you send the data over Wi-Fi?

Yes. If you set the data transmission to Wifi only the App will wait until you are next connected to Wi-Fi to transmit your data to us. This does mean however that it may take a while to see your last journey appear in the trip list. If you aren’t going to be connected to Wifi for an significant period it may be best to switch back to GPRS so we know you are OK and using the App as you should be..

What if I don’t have a Wi-Fi signal to send the Journey monitoring data?

Don’t worry the app will wait until you do have a Wi-Fi connection to upload the data to our servers. The core monitoring data is quite small so won’t take up much space on your phone whilst it waits to get a Wi-Fi connection.

Where should I place my phone to get the best GPS signal?

The best place to get a good GPS signal when you’re driving is with the phone in close to the windscreen. We recommend getting a simple car phone cradle so the phone is more visible when you’re driving and not tucked way in your back pocket.

Am I insured before the App is installed?

Yes – You are insured, you have 14 days to download the app. We will be reminding you throughout this period. If you don’t download, register and start using your App within these 14 days your policy will be cancelled.

I haven’t received my registration text – what do I need to do?

Don’t worry, you are insured. If you haven’t registered we will send you a reminder email and text with the PIN. You have 14 days to complete registration. If you are getting close to the time and haven’t heard from us, please contact our Customer Service team and they will do their best to resolve the issue with you.

What if I disagree with my driving score or feedback?

If you don’t agree with your driving score – please email us explaining why you disagree. We will review the data and either write back with an explanation or phone you to discuss the score.

I have received a Red driving message – what does this mean and what should I do?

A red driving message will be sent to you when we have recorded details of driving behaviours that we believe are dangerous and putting you or other road users at risk such as; driving too fast, braking or accelerating too harshly, or driving too much late at night. These messages will clearly indicate what they are, what they are for, and what (if anything) we need you to do as a result of receiving it. This may be to give us a call to explain, or change something about your driving to ensure you drive more carefully in the future. We obviously hope that we don’t have to send you any of these, as getting too many could ultimately impact on your policy cover, so please if you do get sent one – take notice and follow the action requested. For full details on the implications of receiving Red Driving messages please read the App Terms and Conditions attached to the policy.

Get back to our FAQ introduction page