How do notifications work and how do I manage them?
This article explains how Zeelo notifications work, including live tracking updates, email and app notifications, and how you can manage what you receive. Some notifications only apply for school services.
What is live tracking?
Live tracking helps you keep an eye on your child's journey in real time. It shows you where the bus is on the road as soon as the driver begins the trip on their driver app.
How often does tracking update?
- The bus location updates every 10 seconds while moving
- When the bus is stopped, updates are sent every 60 seconds.
How do I tell if tracking is frozen?
Check the “last updated” timestamp:
- Updated within the last minute → tracking is active and the bus is stationary.
- Timestamp older than 1 minute → the driver likely has poor signal.
When will I receive a tracking link?
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You’ll receive your tracking link 45 minutes before the scheduled pickup time.
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The link becomes active once the driver starts the journey.
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The link works until 24 hours after the journey ends.
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You can share the link, but only do so with people you trust.
How journey notifications work
Notifications are sent once the vehicle leaves each stop. This ensures all passengers at that stop are accounted for, so a short delay is normal.
Why a notification may be delayed
- If there’s poor mobile signal, the notification may arrive later.
- If the vehicle is delayed by more than 15 minutes, the subject line will clearly say so and you’ll see a warning symbol in the email.
- If no tracking data is received for 1.5 hours after scheduled arrival, you’ll receive a separate update explaining the issue.
If you have multiple children travelling
You’ll receive combined notifications formatted so that the information reads clearly for all children on the same journey.
What notifications will you receive?
You’ll receive important updates about your child’s journey so you always know what’s happening. Some notifications are mandatory because they relate to safety, bookings, or essential account information.
Email notifications
Email is our primary notification method. As the main account holder, you’ll receive:
- Pass or ticket purchase confirmations (including Auto Top-up & Direct Debit updates)
- Booking confirmations
- Upcoming booking reminders
- Trip has started notifications
If you’re added as an account follower, you’ll receive:
- Boarding confirmations
- Non-boarding alerts
- Arrival confirmations
If we need to send an urgent update (e.g., delays, tracking issues, or vehicle changes), this will also go to your email and phone (app notification or SMS).
App notifications and SMS
If rider app notifications are turned off on your phone or you don’t use the app, we’ll send these notifications by SMS instead.
These updates may include:
- Delays on your trip
- Live tracking issues
- Vehicle issues (breakdowns, accidents)
- Replacement vehicle information
Please note, you will receive these whether you are an Main Account Holder or a Follower on your Zeelo Account.
Managing your notifications
At the moment, email notifications cannot be turned off. They’re essential for keeping you informed.
We’re working on giving both account holders and followers more control over email vs. push notification preferences in future. When this becomes available, we’ll notify families by email.
If you’re not receiving notifications:
1. Check your email spam folder.
2. Make sure you’ve been added as a follower to your child’s account.