How does the live tracking and notifications work? I notice some notifications are inaccurate or delayed.
Here is a summary of how live tracking works and what to expect.
Live Tracking
How often does the tracking update? The bus location updates every 10 seconds whilst moving. When stationary, we send updates every 60 seconds to keep the 'last updated' timestamp current.
How do I know if tracking has frozen or if the bus is just stopped? Check the 'last updated' timestamp. If it was updated within the last minute, the tracking is active and the bus is genuinely stationary (perhaps in traffic). If the timestamp is older, the driver has likely lost signal.
How long before the journey can I access tracking? You'll receive your tracking link 45 minutes before your child's scheduled pickup time. You can open the link then, but tracking only becomes active once the driver starts the journey.
How long does the tracking link work for? Tracking links expire 24 hours after the journey has ended.
Can I share the tracking link? Yes, anyone with the link can view the tracking until it expires. However, for security reasons, we recommend only sharing with trusted individuals.
Journey Notifications
Why do I sometimes receive notifications a few minutes after events happen? Notifications are sent once the vehicle departs each stop (after leaving the stop geofence area), so there's naturally a small delay between an event and when you receive the notification. This ensures all passengers at that stop are accounted for before the notification is sent.
How will I know if a notification has been delayed due to signal issues? If delayed by more than 15 minutes due to connectivity issues, the subject line will mention "there was poor connectivity so this notification has been sent on a delay" and you'll see a clear warning symbol in the email body.
What happens if the driver loses signal and I don't receive any updates? If we haven't received data within 1.5 hours of the scheduled arrival time, we'll send you a notification explaining the situation. If the data comes through within that timeframe, you'll receive your standard notifications with delay indicators.
What if I have multiple children on the same journey? You'll receive appropriately formatted notifications that account for all your children on that journey, with the information adjusted to read correctly for multiple riders if they are on the same journey.
Getting Help
What should I do if I'm not receiving notifications? Please check your email spam folder first. If you're still not receiving notifications, make sure you have been added as a follower.
We're committed to providing you with the information and peace of mind you need whilst your child travels to and from school. These improvements are designed to keep you better informed and more confident in the service we provide.