Requesting help in the customer portal

Account holders can send us a breakdown from the customer portal instead of phoning. The request goes straight onto our 24/7 dispatch desk, exactly like a phone call. For anything urgent or dangerous, phone us as well: a call is always the fastest way to reach an operator.

Start a request

Sign in and choose Request help. There are shortcuts that fill in most of the form for you:

• From a vehicle: on the vehicle’s page, choose Request help. The registration, its fleet and the vehicle’s default driver are filled in.
• From a past job: on a job’s page, choose Request help again. The fleet, truck and trailer, driver, location and services are copied from that job.
• From a saved place: on Saved places, choose Request help here to start at that address.

What the form asks

• Vehicle. Start typing the registration and pick it from your list; its fleet and default driver come with it. You can add a trailer.
• Driver. Pick from your drivers list to fill in the name and mobile, or type them in.
• Where. Pick a saved place, one of the last places your jobs were at, or share your phone’s location. You can also type an address.
• What happened. Describe the problem in plain words.
• Services needed (optional). Tick what you think the job needs, such as tyres or towing.
• Photos (optional). Add up to 10 photos of the problem. They are attached once the job is created.

Open job warning

As soon as you enter a registration, the portal shows any of your jobs that are already open on that truck or trailer. This stops the same breakdown being logged twice. If it really is a separate breakdown, tick This is a separate breakdown to send it.

After you send it

You get a job number straight away and can follow the job on its page: who is coming, the ETA, arrival and back on the road. See Tracking a job and progress notifications.

Requests made outside office hours go to our operator on duty, who is alerted straight away.

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