Comprehensive FAQ

🔥 Critical Data Export & Retention Updates

• Why can't I export data from before September 2019? In accordance with our 7-year rolling data retention policy implemented in May 2018, job records unmodified for more than 7 years are automatically purged and cannot be extracted.
   

• Why did my export file download with 0 records or appear blank? Selecting a date range prior to September 2019 or a range with no job activity will produce a 0-record file download link. Verify job records exist in your main Jobs tab before queuing an export.
   

• Why is my export taking several days in "Running" status? Due to high data volumes and media attachments, exports can take several days to over a week to compile. Closing your browser will not interrupt processing. Do not cancel or recreate requests, as this resets your queue position.

Data Migration Tools FAQs

• Why am I receiving a "No Data Found" error or blank CSV files when my data is visible in the Jobs tab?
  • This usually occurs if the selected date range contains no completed jobs or if the requested range exceeds system limits.
  • Ensure your date filters strictly match the active date range of the records.
  • Break your request into smaller chronological chunks (e.g., 1-year or 6-month increments instead of the full 2-year limit).
  • If exporting Client Lists from Settings, ensure you are an Account Administrator; server timeouts can occur during peak hours, so retry during off-peak windows.
     
• How are job attachments (photos, PDFs, and documents) exported, and how do I match them to my clients?
  • Job attachments are packaged into separate monthly ZIP files to maintain server stability.
  • Inside the main Job CSV export, each record includes a unique Job ID.
  • Attachment file names correlate directly with these Job IDs, allowing you to match media files back to specific client accounts and dates during re-import.
     
• Clicking the Migration Tool redirects me back to the Dashboard or loads a blank screen. How do I fix this?

  • Disable Pop-up Blockers: Allow pop-ups for fleetmatics.com in your browser settings.

  • Try Alternative Browsers: If Chrome or Edge continues to loop, launch the Work portal in Mozilla Firefox or an Incognito/Private window.
     

• How should I batch my exports, and why is my job status stuck on "Running" for multiple days?

  • Batching Best Practice: Request data in maximum 2-year intervals. Do not submit overlapping date ranges.

  • Status Expectations: Statuses reading "Running" or "Processed" indicate your job is actively queued. Do not cancel or restart the request, as this resets your queue position.

General Sunset Information

• What is happening to Verizon Connect Work? As part of a strategic modernization, Verizon Connect is sunsetting the legacy Work application to focus on our core telematics platform.
   
• When is the absolute last day I can use the platform? Your daily business operations must be entirely migrated to your new provider by December 31, 2026. 
   
• Why is the product being retired? The technology is over 10 years old and can no longer support the security and mobile features our customers require. Additionally, the Microsoft Azure hosting infrastructure will be retired in early 2027.
   
• Is Verizon Connect building a new field service management tool? No. We are focusing on our core GPS/Reveal platform and partnering with industry leaders for field service management (FSM) solutions.
   
• Can I stay on Work if I am willing to pay more? No. The server retirement is a technical hard stop that makes it impossible to keep the application live beyond March 2027.

Data Security & Ownership

• Is my business data secure during this transition? Yes. Your data remains protected. We encourage you to take ownership of your records early by using the provided export tools.
   
• What can I export from the Work system? You can export master data (Clients, Suppliers, Inventory) via CSV and a comprehensive ZIP file containing job history, photos, PDFs, and signatures.
   
• Will Verizon Connect move my data to a new provider for me? To protect your privacy, we cannot move data directly to a third party. You must download your records and provide them to your new chosen provider.
   
• How long do I have to download my data? We recommend completing all exports by December 31, 2026. After the final shutdown on March 31, 2027, the platform will be inaccessible and all data will be purged.
   
• I have 10 years of history. Can I export all of it? Yes. The new Data Export Tool is specifically designed to help long-term customers extract their full job history and attachments.
   
• Are there APIs that can be used to extract my data? No. Work does not have publicly accessible APIs. All data extraction should be performed using the new Data Export Tool.

Reveal Hybrid Accounts (Vehicle Tracking)

• Will this sunset affect my vehicle tracking in Reveal? No. Reveal is a separate platform and remains our core focus. Your fleet data, tracking history, and hardware are unaffected by the Work sunset.
   
• Does canceling my Work account also cancel my Reveal contract? No. Work and Reveal are separate contracts. Sunsetting Work does not automatically allow for an exit from your telematics agreement.
   
• I currently use the Work/Reveal integration. What happens next? Your Reveal service will continue, but the  integration will stop functioning once you migrate off Work. However, our preferred partner, GoCanvas, offers a  similar integration to maintain vehicle visibility.
   
• Can I use a different GPS provider if I choose a new FSM partner? While this decision is ultimately up to you, we encourage you to maintain your Reveal relationship. Your Reveal contract is unaffected by the Work shutdown, and switching GPS hardware is a significant operational headache compared to transitioning your job management app.

Partner Specifics

• Do I have to use one of your preferred partners? No. You are free to take your local CSV and ZIP history exports to any field service provider of your choice. Please note that non-preferred providers do not have access to our export data schemas and all manual file mappings must be supported exclusively by their implementation teams.
   
• How do I choose between Service Fusion and GoCanvas? We recommend Service Fusion for trade-focused businesses (HVAC, Plumbing, Electrical) and GoCanvas for companies requiring complex digital forms and inspections.
   
• What are the "Exclusive VZC Loyalty Offers"? We have negotiated aggressive pricing and implementation support with our preferred partners specifically for transitioning Verizon Connect customers.
   
• Will these partners integrate with my Reveal fleet tracking? GoCanvas features a live, pre-built integration with Reveal available immediately to sync forms and fleet tracking. Service Fusion functions as an elite preferred partner for standalone field service operations. When utilizing Service Fusion, there is no software integration required with Reveal; your dispatching runs inside their modernized platform, and your fleet tracking runs concurrently in your stable Verizon Connect Reveal portal, meaning your existing telematics contract and vehicle hardware remain completely unchanged. 

Troubleshooting & "What Ifs"

• What happens if I have not transitioned my business by December 31, 2026? On January 1, 2027, the application will shift into a strict, administrative Read-Only mode. Mobile synchronization for technicians will cease, and active scheduling or dispatching tools will be entirely disabled. Desktop access will remain open exclusively for downloading historical file archives ahead of the permanent server retirement. 
   
• Can I get a refund for the remaining months of my contract?  Please contact your account manager to review your specific contract terms and end date.
   
• What happens to the Work mobile app on my phone? The app will cease to function after March 31, 2027. We recommend deleting it once your records have been successfully exported.
   
• Who can I contact if I have technical trouble with my data export?
  Please email work.support@srv.verizonconnect.com for assistance with technical issues related to your data export.