Troubleshooting

Login Issues #

I didn't receive my magic link #

1. Check your spam/junk folder — Magic link emails sometimes land there
2. Verify your email address — Make sure you entered the correct address
3. Wait a moment — Emails typically arrive within 30 seconds, but can take up to 2 minutes
4. Request a new link — Magic links expire after 20 minutes. Request a fresh one from the sign-in page

My magic link expired #

Magic links are valid for 20 minutes. If yours has expired, simply go back to the sign-in page and request a new one. There's no limit on how many you can request.

I can't access my organization #

Possible reasons:

• You haven't been invited yet — Ask an admin or owner to send you an invitation
• Your invitation expired — Ask the admin to resend it
• You signed in with a different email — Make sure you're using the same email the invitation was sent to

Document Processing #

My document wasn't processed correctly #

If the extraction missed or incorrectly extracted data:

1. Use Excel if possible — Ask your supplier for the packing list as an .xlsx file. Excel files are the most reliable format because Trackberry reads cell values directly, avoiding table detection issues that can occur with PDFs
2. Check the document quality — Blurry scans or low-resolution images may produce poor results
3. Verify the format — Ensure the document is a standard packing list format
4. Supersede the document — Upload a clearer version using the Supersede action
5. Report the issue — Contact support with the shipment reference so we can improve extraction for similar documents

Processing is stuck #

If a document shows "processing" for more than 5 minutes:

1. Refresh the page — The status may have updated
2. Check the document — Very large documents (50+ pages) take longer
3. Try re-uploading — Delete the stuck document and upload it again

Supported languages #

Document extraction currently supports:

• English — Full support
• Spanish — Full support
• Other languages — Partial support; contact us for details

Quality Checks #

Why did my shipment fail a check? #

Click on the failed check result to see details. Common reasons:

• Missing fields — Required data wasn't found in the document (pallet number, calibre, etc.)
• Out-of-range values — Weight or calibre values outside expected ranges
• Duplicate pallets — Same pallet number appears more than once

Can I override a failed check? #

Checks are informational — they flag potential issues but don't block approval. You can still approve a shipment with failed checks if you've verified the data is correct.

How do I disable a check? #

1. Go to Settings > Checks
2. Toggle off the check you want to disable
3. The change applies to future shipments only

Getting Help #

Contact Support #

If you can't resolve an issue with the steps above:

• Email: support@trackberry.ag
• Include: Your organization name, the shipment reference (if applicable), and a description of the issue

Feature Requests #

Have an idea for improving Trackberry? We'd love to hear it:

• Email your suggestion to support@trackberry.ag
• Include a description of the problem you're trying to solve