Troubleshoot Route Issues

Common causes:

• the location search did not return a valid destination yet
• a route for that destination already exists in the same map
• your map has reached its route limit
• the previous create request is still settling

What to do:

• pick a result from search instead of typing free text only
• refresh the map if you suspect the route was created in the background
• remove an old route before adding another if you hit a route limit
• wait a moment and retry if the app says the request is still settling

If a route will not start, these actions are usually the most helpful:

• reconnect Wi-Fi or cellular if the app says no usable non-VPN network is available
• wait a moment and retry if the app says the VPN service is still syncing
• try again later if the server could not complete the request
• reopen Terminal and retry if the secure route connection was interrupted

Check these first:

• make sure the Customs clearance entry is still enabled
• for site clearance entries, confirm the domain is correct
• turn on Match subdomains if you expect subdomains like api.example.com to follow the same check
• remember that Secureferry domains are always excluded from manual Customs clearance

Check the current route controls:

• the global route switch may be off
• the map's Always Shipping may be off
• the map Status may be Docked
• the route card switch may be off

If one map needs to keep shipping while Secureferry is docked, enable Always Shipping in Map settings.

If you keep hitting limits around routes, checkpoints, or Customs clearance, open Account > Subscriptions and review what your current plan allows.

• Create and manage routes
• Control routes with Always Shipping and Customs Clearance
• Manage subscriptions
• Secureferry Help Center