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Dialdirect Insurance App Guide

This is a simple guide for downloading and using the Dialdirect Insurance App as well as troubleshooting tips should you experience any issues.

Setup Guide for IOS

 1. Your phone requires IOS 9.0 or later to ensure the app will function effectively.

 2. Search for “Dialdirect Insurance” in your App Store.

 3. Download the App.

 4. Once downloaded, open the app.

 5. Select the “Sign in” button, if:

  • you are a Dialdirect customer. Use your ID number to sign in and an OTP will be sent to your phone to complete the sign in process.
  • you are not a Dialdirect customer, but want access to unlimited trip tracking, Driver challenges, Leaderboards and Vouchering you will need to register by submitting your name, id number, email address and contact number.

 6. Once signed-in you will be taken through the App “Explore” overview which will provide.

 7. The app will ask for your permission to use various key services on your phone. Please accept these prompts, including:

  • Notifications.
  • Access to motion and fitness activity.
  • Access to location services

8. Make use of the Troubleshooting Wizard to ensure your phone is set up correctly to effectively track driving behaviour and earn rewards (if you are a Dialdirect Customer).

9. Lastly if this is your first time using the App you will have the opportunity to run through the Payback Rewards Walkthrough which will highlight and explain some of the key features you will use when monitoring your Payback Rewards daily.

 

How to improve trip tracking accuracy for IOS:

  • Ensure that key services are always enabled for the Dialdirect Insurance App:
    • Location is enabled
    • Precise location is enabled
    • Background app refresh is enabled
    • Core in Motion is enabled
  • For more accurate trip start functionality, ensure that cellular data is enabled in the location settings menu of the Dialdirect Insurance App.
  • It is also recommended that you enable WiFi in your settings menu.
  • For more accurate trip tracking, ensure that motion and fitness is enabled in the location settings menu of the Dialdirect Insurance App.
  • Ensure that Background App Refresh is enabled in the location settings menu of the Dialdirect Insurance App.
  • Keep your phone charged.
  • It is recommended that you open the app every 2 to 3 days to ensure that the tracking services are running.
  • It is recommended that you open the Dialdirect Insurance App once you’ve updated it.
  • Try not to force close the app, but rather keep it minimized. This will help us to consistently track your driving behaviour. Please note that force closing the app could lead to a disqualification from earning rewards for that day.

 

Setup Guide for Android

 1. Your phone requires the minimum operating system of 5.1 “Lollipop”.

 2. Search for “Dialdirect Insurance” in your App Store.

 3. Download the app.

 4. Once downloaded, open the app.

 5. Select the “Sign in” button, if:

  • you are a Dialdirect customer. Use your ID number to sign in and an OTP will be sent to your phone to complete the sign in process.
  • you are not a Dialdirect customer, but want access to unlimited trip tracking, Driver challenges, Leaderboards and Vouchering you will need to register by submitting your name, id number, email address and contact number.

 6. Go through the welcome screens until you arrive at the “Get Started” screen.

 7. The app will ask for your permission to use various key services on your phone. Accept request for access to:

  • Notifications.
  • The device’s location. 

 8. Make use of the Troubleshooting Wizard to ensure your phone is set up correctly to effectively track driving behaviour and earn rewards (if you are a Dialdirect Customer).

 9. Lastly if this is your first time using the App you will have the opportunity to run through the Payback Rewards Walkthrough which will highlight and explain some of the key features you will use when monitoring your Payback Rewards daily.

 

How to improve trip tracking accuracy for Android:

  • Ensure that key services are always enabled for the Dialdirect Insurance App
    • Location is enabled
    • Permission to use Location is granted
    • Location set on High Accuracy
    • Battery Optimizer disabled for app
    • Permission to use Activity Recognition is granted
  • For more accurate trip start functionality, ensure that cellular data is enabled in the location settings menu of the Dialdirect Insurance App.
  • It is also recommended that you enable Wi-Fi in your settings menu.
  • Keep your phone charged.
  • It is recommended that you open the App every 2 to 3 days to ensure that the tracking services are running.
  • Try not to force close the app, but rather keep it minimized. This will help us to consistently track your driving behaviour. Please note that force closing the app could lead to a disqualification from earning rewards for that day.

 

Setup Guide for Hauwei (without Google)

 1. Your phone requires the minimum operating system of 5.1 “Lollipop”.

 2. Search for “Dialdirect Insurance” in your App Store.

 3. Download the app.

 4. Once downloaded, open the app.

 5. Select the “Sign in” button, if:

  • you are a Dialdirect customer use your existing login details if you already have an online profile or register on the app if you don’t have an online profile.
  • you are not a Dialdirect customer but want access to unlimited trip tracking, Driver challenges, Leaderboards and Vouchering.

 6. Once logged in you will be taken through the App “Explore” overview which will provide you with a summary of some of the features available on the Dialdirect App.

 7. Check and accept request for access to the device’s location.

 8. Make use of the Troubleshooting Wizard to ensure your phone is set up correctly to effectively track trips and earn rewards.

 9. Lastly if this is your first time using the App you will have the opportunity to run through the Payback Rewards Walkthrough which will highlight and explain some of the key features you will use when tracking your Payback Rewards daily.

 

How to improve trip tracking accuracy for Android:

  • Ensure that key services are always enabled for the Dialdirect Insurance App
    • Location is enabled
    • Permission to use Location is granted
    • Location set on High Accuracy
    • Battery Optimizer disabled for app
    • Permission to use Activity Recognition is granted
  • For more accurate trip start functionality, ensure that cellular data is enabled in the location settings menu of the Dialdirect Insurance App.
  • It is also recommended that you enable Wi-Fi in your settings menu.
  • Keep your phone charged.
  • It is recommended that you open the App every 2 to 3 days to ensure that the tracking services are running.
  • Try not to force close the app, but rather keep it minimized. This will help us to consistently track your driving behaviour. Please note that force closing the app could lead to a disqualification from earning rewards for that day.

If you are still having trouble with your trip tracking, please click the following link:

https://www.dialdirect.co.za/app/huawei-settings-for-trip-tracking/

 

Troubleshooting Tips

Cannot download the Dialdirect Insurance App

Possible reason
Possible solution
Unsupported operating system

Update your operating system to the minimum of IOS 9.0 or later for Apple devices

5.1 Lollipop or later for Android devices /for Huawei devices

To check System version: Open Settings and search for Updater/Software update. Check for latest update.

Not registered or logged in to the Apple App Store

Create a profile or ensure you have logged into the relevant App Store.

The App is available on:

PlayStore – Google

AppGallery – Huawei

AppStore - Apple

No WiFi or data connection
Check that you have enough data on your phone or are connected to a WiFi hotspot.

 

Cannot register (Non-Dialdirect Customers)

Possible reason
Possible solution
Incorrect details
Double check that the cell phone number, ID number and email address you’ve provided are correct and in a valid format.

 

Cannot log in

Possible reason
Possible solution
Incorrect details
Double check that the information provided is correct.

 

Trip(s) not tracking

Possible reason
Possible solution
Location services disabled
Ensure that you have set location services for the Dialdirect Insurance App to “always”.
One or more key settings disabled
As per above check that the relevant key settings for your device are correctly configured.
Cellular data and WiFi not enabled

For more accurate trip start functionality, ensure that cellular data is enabled in the location settings menu of the Dialdirect Insurance App. It is also recommended that you enable WiFi in your smartphone Settings menu.

For more accurate trip tracking, ensure that motion and fitness is enabled in the location settings menu of the Dialdirect Insurance App.

Battery/power saver

Ensure that you have not enabled any battery/power saver settings or apps.

Go to your device’s settings and disable any

Battery optimization functions

Power saving functions

Outdated App version

Ensure that you are running the latest version of the Dialdirect Insurance App.

To check App version: Open relevant App Store (Huawei AppGallery, Google PlayStore or Apple AppStore) to check for updates.

App not opening once updated
You can try uninstalling the app and reinstall the app from your relevant app store.
Low app engagement
It is recommended that you open the app every 2 to 3 days to ensure that the tracking services are running. You can then minimise it and let it run in the background.
Manual start

If you are struggling with automatic trip tracking ,you can try manually starting your next trip.

*If the manual start option works and the automatic start doesn’t then you may have a battery saver related issue.

3rd Party Management Apps forcing app to close
Third-party management apps may force background apps to close. Uninstall the third-party management apps and try again.
Insufficient Memory due to too many Apps running
The memory of your phone may be insufficient when too many apps are running in the background at the same time. As a result, some background apps may be forced to close. You are advised to close background apps you do not currently need.
App Force Closed
Don’t force close your app, rather minimise it so it still operates in the background.

 

Trip(s) not uploading/updating/reflecting in the App

Possible reason
Possible solution
No internet access
You need either an internet or WiFi connection to upload your trip. If you have only enabled WiFi trip upload, ensure that you have regular access to a WiFi hotspot

   

Huawei Devices without Google

Possible reason
Possible solution
Huawei devices without Google still battling to track trips
https://www.dialdirect.co.za/app/huawei-settings-for-trip-tracking/

 

Huawei troubleshooting steps

Troubleshooting wizard

Open the Dialdirect app, go to settings and choose troubleshooting wizard. Follow the steps to check your settings.

 

Software Versions

Ensure that your phone's system and the app are updated to the latest version.

To check for updates, perform the following:

System version: Open Settings and search for Updater/Software update. Touch Check for updates.

App version: Open Huawei App Gallery or Google Play Store to check for updates.

 

Location settings

Ensure that Location is always allowed in the background by performing the following steps:

 

For EMUI 10 and above (P40):

Open your Settings app and go to Apps. Go to “Dialdirect Insurance” and then to “Permissions”.

●      Location: Set to “Allow all the time”

●      Physical activity permissions: “Allow”

●      More permissions > Detect motion status: “Allow”

Open your Settings app and go to Apps. Go to “HMS Core” and apply the same permissions as done for the Dialdirect app above.

 

 

For EMUI 9 and below:

Open your Settings app, go to location: Ensure location is “Enabled” and set to “High accuracy”

Background app settings

Perform the following:

1. Check for updates

  • The app version may be outdated. Go to Huawei App Gallery or the app's official website to check for updates.
  • Your phone's system version may be outdated. To check for system updates:

Open Settings, search for and access Software update, and touch Check for updates. If a new version is available, update your phone at your earliest convenience.

2. Check your phone settings

Background apps may be cleaned up due to your phone's battery optimization functions. To avoid this issue, perform the following:

2.1    Enable Smart tune-up:

  •  Open Phone Manager/Optimizer, touch in the upper right corner, and enable Smart tune-up.
  • If Smart tune-up has been enabled, open Settings, search for and access Apps, and locate and access Phone Manager/Optimizer, then go to Storage > CLEAR DATA. Enable Smart tune-up again when you have a good network connection.
  • The preceding operation will restore all setting for Phone Manager/Optimizer.  You are advised to configure the settings again after performing the preceding action.

2.2    Allow the app to run in the background:

  •  EMUI 5.X: Go to Phone Manager > % remaining > Close apps after screen lock. Set the app to not close after the screen is locked. EMUI 8.X or later: Open Settings, search for and access Launch, disable Manage automatically for the app, and
  • select Run in background in the prompt window.

2.3    Disable battery optimization functions:

  • EMUI 5.X and EMUI 8.X: Open Settings, and search for and access Ignore battery optimization. Touch the little inverted triangle next to Allow, touch All apps, locate and touch the app, and select Allow.
  • EMUI 9.X and later: Open Settings, and search for and access Battery optimization. Touch the little inverted triangle next to Don't allow, touch All apps, locate and touch the app, and select Don't allow.

2.4    Disable power saving functions: Go to Settings > Battery. Disable Power saving mode and Ultra power saving mode.

 

3. Close background apps you do not need

The memory of your phone may be insufficient when too many apps are running in the background at the same time. As a result, some background apps may be forced to close. You are advised to close background apps you do not currently need.

 

4. Uninstall third-party management apps

Third-party management apps may force background apps to close. Uninstall the third-party management apps and try again.

 

5.  If the issue persists

This background app issue is common in the Android system. If an app is running in the background for a long time, Android's sleep mechanism and the app's power saving mechanism will work together to stop the app from running in the background. Huawei will continue working on this issue to improve user experience. Thank you for your understanding and support.

Additional tips for the Huawei devices without google

If you are still struggling with tracking, try the following steps:

  1. Open the Dialdirect app regularly, try not to force close the app and rather just leave it minimised.
  2. When pushing the square button to view all running apps, pin the Dialdirect app by dragging it down and seeing the padlock appear. This will help keep the app running.
  3. Go to Settings in the Dialdirect app and enable the “Foreground service” setting.
  4. Restart the device.

 

If you’re still experiencing issues, please get in touch with us on 0861 555 580