Troubleshooting

Find the symptom, then try the fixes in order. If a message is on your screen, the error code reference explains it exactly.

Links and sign-in

Symptom	Likely cause	What to do
This delivery request has expired.	The link is old, was replaced, or is not complete	Ask the sender or delivery company for a new link. Copy the whole link from the SMS.
The delivery company's link says it is not available	The company is not taking requests right now	Try later, or contact the company.
A portal keeps returning to the sign-in page	Your session ended (inactivity or the daily limit)	Sign in again. If it happens within minutes, check your device's date and time are set automatically.
That code is not right when entering a code	The code expired or was mistyped	Request a new code and enter the latest one. Codes expire after a few minutes.
Rider: no code arrives	The number is not registered as a rider, or SMS is delayed	Check the number with your delivery company. The app always says a code is on its way, so it does not reveal who is a rider.

Locations and prices

Symptom	Likely cause	What to do
This location is outside our service area.	The pin is outside every active suburb	Check the pin. If it is right, the area is not served yet.
IDM asks you to confirm the location	The pin and the chosen area disagree, or the phone's accuracy was poor	Move the pin to the exact spot, or choose the area the pin is in. IDM never moves your pin by itself.
The price is gone, or quote expired	The quote's time ran out	Go back one step; IDM prices it again.
A vehicle cannot be chosen	No company serving both places runs it, or the zone restricts it	Choose another vehicle. See Vehicle types.
Price not available right now	Routing or pricing is temporarily unavailable	Try again in a few minutes and check System status.

During a delivery

Symptom	Likely cause	What to do
Delivery requested for a long time	No rider has accepted yet	IDM keeps searching in waves. The delivery company is alerted if it takes too long.
The status did not change after an action	The page is showing an older view	Refresh. The page always shows what IDM holds; a tap that did not reach IDM is not counted.
Rider: an offer vanished	Another rider accepted, or the offer expired	Nothing to do; wait for the next offer.
Rider: a button is pending	You are offline	Keep the app open; it sends when the connection returns and checks the latest state first.
Delivery delayed — being resolved	The rider raised an issue, or a relay is being arranged	The delivery company or Intellisol is handling it. You will see the next status as soon as it changes.

Delivery companies

Symptom	Likely cause	What to do
No new jobs arrive	Your company is paused for an unpaid fee, suspended, out of capacity, or not taking new work	Check the banner on the dashboard and Platform fees.
A payment shows as pending after paying	Paystack has not confirmed it to IDM yet	Wait a few minutes. Do not pay twice; IDM verifies with Paystack directly.
A rider cannot receive offers	The rider is offline, unverified, suspended or already on a delivery	Check the rider under Riders.

Developers

Symptom	Likely cause	What to do
401 SIGNATURE_INVALID	Clock, nonce or canonical string	See Authentication and test against the vector there.
422 SERVER_CONTROLLED_FIELD	The body contains a field only IDM sets, such as fee, status or distance	Remove it, at every depth.
409 IDEMPOTENCY_KEY_REUSED	A key reused for a different request	One key per intent. See Idempotency.
Webhooks stopped arriving	The endpoint was disabled after repeated failures	Fix it, register it again with its reference, then replay. See Webhooks.
Your key stopped working	It was revoked, possibly automatically after browser use	Check your credential.revoked webhook and ask for a new credential.

Still stuck?

Ask the manual with the exact message you see, or contact support with the request ID if one is shown.