Motive Support Process

Procedure

Adding McLeod ID: If the issue involves adding the McLeod ID, it typically takes no less than 30 minutes.
If the driver is not receiving loads:
- Check if the driver has the most current app version.
- Ask them to log out and back in.
- Attempt to send a load to them.
If previous steps didn't work:
- Contact Motive to ensure McLeod ID is set up correctly.
- Request Motive to purge any old stuck loads.
User unable to log out:
- Deleting the app and reinstalling won't work.
- The driver needs to do a post-trip inspection, then log out, wait a couple of minutes, and log back in.

For further assistance, contact Transport Support: TransportOperationalSupport@cemex.com

We now have a dedicated point of contact, Mark Barnes. Reach him at mark.barnes@cemex.com and CC vicki.chou@gomotive.com and apisupport@gomotive.com.

Include as much detail as possible about the issue, including any troubleshooting steps and relevant evidence.

First, open a case in Service Now. Then, in the ticket, select the email option from the three-dot icon at the top right.

Motive will generate a ticket number and respond with any additional requests for information.