Frequently Asked Questions (International Customers)

🔥 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 FAQs

• Why is the Verizon Connect Work application sunsetting? As technology evolves, the underlying global server infrastructure supporting the legacy Work application is reaching its natural end-of-life and will be retired. Rather than rebuilding this specific environment, the focus is shifting toward modernizing field fleet operations.
   
• Who do I contact for account support or to discuss my alternative options? Because your account was transitioned to Geotab as part of our international divestiture on October 1, 2025, your subscription and commercial governance belong to Geotab.
   
• For Data Export Issues: You may use the standard help resources within this hub.
   
• For Next Steps, Billing Queries, or Alternative FSM Software: Please contact your the Geotab team via:
  • Live Chat: https://support.geotab.com/ or via myGeotab (Help->Live Chat)
  • Phone (Australia): [+61] (1800) 370 756
  • Phone (UK): +44 (0)808 196 2127
  • Phone (Global): 1-877-513-5167
     
• Can I use the preferred partners (like GoCanvas or Service Fusion) listed on the main site? The specific regional preferred partner programs, loyalty discounts, and native tracking integrations hosted on the domestic Verizon Connect site are explicitly designed for North American VZC accounts. For software recommendations and migration options optimized for your specific region (APAC/EMEA), please consult directly with your Geotab representative.
   
• 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.

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.