Support
How can we help?
Whether you are setting up your organization, troubleshooting an issue, or just have a question — we are here.
Typical response time: within 24 hours. We respond to all emails Monday through Friday. For urgent issues affecting a live operation, mark your subject line as URGENT and we will prioritize it.
Common Topics
👤
Account issues
Cannot sign in, password reset, or account access problems.
🏛️
Organization setup
Help configuring stops, routes, users, authentication, or branding.
🚌
Tracking and drivers
Driver location not showing, stop requests not working, or map issues.
💳
Billing and plans
Questions about your subscription, invoices, or plan changes.
📊
Analytics and data
Questions about ridership reports, insights, or data exports.
💬
Something else
Anything not listed above — we are happy to help regardless.
Frequently Asked Questions
How do I add my organization to Shuttler?›
Open the Shuttler app and tap "Create a new organization" on the organization selector screen. You will be guided through setting up your profile, stops, routes, and authentication method.
How do I invite drivers and riders?›
Go to Org Setup → Users. Select the role you want to invite (Student, Driver, or Parent), then tap "Share invite" to send your organization ID or a direct invite link.
Why is the driver's location not showing?›
Make sure the driver has tapped "Start Sharing" on their Fleet Dashboard, and that location permissions are set to "Always" or "While Using" in their device settings for the Shuttler app.
How do stop requests work?›
Riders tap "Request a stop" on the map, choose their pickup stop, and the driver is notified in real time on their dashboard. The rider sees a confirmation with ETA and can cancel at any time before pickup.
Can I use my own branding?›
Yes. Go to Org Setup → Profile to upload your organization logo and choose a color scheme. Your branding is shown to riders when they sign in and throughout the app.
How do I cancel my subscription?›
Go to the Administrator Hub → Billing and Plan to manage or cancel your subscription. Cancellation takes effect at the end of your current billing period. You will retain full access until then.
How do I delete my account?›
Go to My Profile → Danger Zone → Delete Account. Organization owners can also delete their entire organization from Org Setup → Profile → Danger Zone → Delete Organization. All data is removed within 30 days.
Is Shuttler available on Android?›
Shuttler is currently available on iOS. Android support is on our roadmap. Email us at support@shuttler.net to be notified when it launches.