Mobile App FAQs

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What is the Route app?

Route displays your online orders in a central, free visual tracking app. We use the shipping and tracking information you receive at the time of your purchase to display:  

  • Where your purchases are
  • When they're expected to arrive
  • How to report an order issue in the event that your Route protected package is lost, stolen, or damaged
Why do I need to connect my email?

Route uses delivery and order information to provide as much detail as possible about your order. To do this, Route parses your emails to collect order information such as tracking numbers, carrier names, and product info. We employ multiple layers of security to protect and secure customer data.

Have questions about how Route handles privacy and data on the mobile app? Click here.
Note: Route's
 use of information received from Google APIs will adhere to Google API Services User Data Policy, including the Limited Use requirements.” 

How do I link my Amazon account?

Once you have placed an Amazon order, go to your order details page in the app and find your Amazon order (or add one manually). The cloud icon with the text Get Item Details will appear and once you click on it, it will guide you to connect your Amazon account to the Route app.

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Why is my delivery date showing incorrect information?

If your delivery date is incorrect, there are a couple of reasons why this may be the case. The order number may have been entered manually as a tracking number, or the app may have incorrectly pulled in the order number instead of the tracking number. If the latter is the case, please contact us here.

Your order has most likely not been shipped out yet by the merchant. When your order is shipped out, the correct tracking information will update in the app.

How do I add a non-Gmail email?
  • Go to Profile tab in the bottom right corner
  • Click “Connected Emails”
  • Click “Add Email”
  • Click “Don't Have Gmail?”
  • Click “No, Thanks”
You should be able to type in any email address and it will connect. Non-Gmail orders will not automatically update in the app.

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How do I resolve an issue with my order?
For help with resolving a lost, stolen, or damaged package, or for other order-related questions, please see our Resolve Issue section here.
How do I delete my account?
If you would like to delete your account, please contact us here.

Didn't find the answer to your question? Click here