Directions open the wrong app or the wrong place

By the end of this article you’ll know which maps app the phone hands you to and why, where a wrong destination really comes from, and what to do when the app can’t read your location.

Symptoms

• Navigate or Drive opens Apple Maps when you use Google Maps, or opens a web page instead of an app.
• Directions go to the wrong street, or the right street in the wrong town.
• Drive is greyed out on a job.
• A job is in the day’s list but not on the Next card or in Open full route.
• Current under Route start says it couldn’t use your position.
• The route puts a later booking before an earlier one.

Likely causes

• The phone decides the maps app, not you. On an iPhone the address goes to Apple Maps; on Android, to Google Maps. There’s no setting in the app for a different one. On an Android phone with no Google Maps installed, the link opens in the browser instead.
• The address is what the office typed. The maps app is searched for the customer’s address as words — street, city, state, ZIP — not sent a pin. A typo, a missing town or a wrong ZIP sends the search somewhere else.
• No address on the job. Drive is greyed when the job has none.
• The office couldn’t place the address on the map. The route needs a map position for each stop. A job whose address can’t be located is still in your list, but it’s left out of the Next card, the full route and the driving order.
• Your location can’t be read. Current asks the phone for one reading. The message says which of these it hit: you declined location access, it’s switched off for the app, location services are off for the whole phone, no fix could be found, or it took too long.
• An address is placed wrong. Optimized order is worked out at the office from each stop’s map position. A stop whose position is off — right words, wrong pin — lands out of place, and the day shows booked 11:30 AM · out of order on it.

What to do

1. Wrong maps app? On an Android phone, install Google Maps or let the browser page give directions. On an iPhone, copy the address from the job’s page into the app you prefer — that’s the only way today.
2. Wrong place? Open the customer from the job and read the address as it’s written. Fix it from the office — an address is changed from the office, not from the phone. Until then, correct it by hand in the maps app.
3. Drive greyed? Ask the office to add an address to the customer.
4. Job missing from Next and the full route? Same cause: the office has to fix the address until the map can find it. Open the job and tap Drive to get there in the meantime.
5. Current failed? Read the message. Declined or off for the app → turn location on for the app in the phone’s settings; off for the phone → turn location services on; no fix or timed out → step outside or wait a moment and tap again. Or pick Home or Office and move on.
6. Route out of order because a pin is wrong? Tell the office the address that’s placed wrong; the order corrects itself once they fix it. Take the stop in booking order in the meantime.

Good to know

• The app never shows a map and never tracks where you are. Location is read once, when you tap Current or Use my location, and not otherwise.
• On Android, approximate location is enough for Current.
• Open full route sends up to ten stops to Google Maps in route order; Apple Maps can only take the next stop.
• A wrong pin and a wrong address are different problems: the pin only affects order, the words only affect where directions go. Both are fixed on the customer’s record at the office.

Related

• Navigate to the customer
• Permissions the app asks for
• Customer detail: history and contact