Encompass® ELD Application Login Issues
If you encounter the error message "User Not Authenticated" when trying to log in, there are a few common causes and steps you can take to try and resolve the issue.
Common Causes
- Incorrect username or password (Admins see: Mobile User Logins & Fleet ID)
- Incorrect Fleet ID. (Admins see: Mobile User Logins & Fleet ID)
- Inactive employee due to termination date set. (Admins see: Rehiring a Terminated Employee)
Steps to Resolve
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Verify Username and Password: Ensure that you are entering the correct username and password associated with your account.
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Check Fleet ID: Ensure that the Fleet ID entered matches the one provided by your Encompass admin. If the Fleet ID is incorrect, you may need to clear the app data before attempting to log in again.
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Clear App Data: If you suspect the Fleet ID is incorrect, clearing the app data can help reset any cached information and allow you to re-enter the correct details
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Contact Encompass Admin for Password Reset: If you have confirmed the correct Fleet ID, username, and password, but still encounter the error, reach out to your Encompass admin for assistance with a password reset.
Note for Administrators
Employee Profile Status: Ensure that the employee profile associated with the driver's account is active and does not have a termination date set. This is necessary for drivers to successfully log in.
Driver Management Profile: Ensure this is NOT set to Essential Driver Management
Additional Assistance
If you continue to experience issues or need further assistance, please reach out to our 24/7 ELD Support Team for help in resolving the issue.
- 1-800-327-1342 or eldsupport@jjkeller.com
- Encompass® ELD Support Hours: Available 24/7
- Encompass Support Hours: Monday-Friday, 7:00am - 6:00pm CST