Topaz Drivers App Support

Help for drivers and dispatchers using the Topaz Drivers app: getting set up, fixing common problems, and contacting our team.

On a job and need help now?

Do not wait on email or this page. If there is a safety issue, a breakdown, a missed pickup or anything that affects guests, call Topaz operations on +1 (404) 934-3354. In an emergency, call 911 first.

Who the app is for

Topaz Drivers is for the people who run Topaz Tours Transfers on the road. It has two account types:

  • Dispatcher: adds drivers to the app and assigns them rides, each with a vehicle. Dispatchers do not see drivers’ live location.
  • Driver: sees assigned rides and vehicles, navigates to pickups and shares location with operations during a ride.

The app is not available to the public or to travelers, and there is no self sign-up.

What the app does

For drivers

  • Assignments and schedules: see the rides your dispatcher has assigned you, with dates, times, pickup details and the vehicle you are driving.
  • Navigation to pickups: open turn-by-turn directions to each pickup point.
  • Live location sharing: while you are using the app on an active ride, your location is shared with Topaz operations so they can coordinate pickups and support you on the road. Dispatchers cannot see your live location. Location is also stored in ride logs, as explained under Your data.

For dispatchers

  • Driver accounts: add drivers to the app so they receive their login details.
  • Ride assignment: assign each ride to a driver, along with the vehicle for that ride.

Getting the app

  • Download Topaz Drivers from the Apple App Store (iPhone) or Google Play (Android).
  • Keep the app updated. Older versions may stop showing new assignments.

Signing in

Drivers

  • Your dispatcher adds you to the app. When they do, your account is created automatically and your login details are sent to you.
  • Didn't receive your login details? Check your spam or junk folder, then ask your dispatcher to confirm the email address they entered. If it was correct, email us and we will resend them.
  • Forgot your password or locked out? Email crishna@topaztours.com and we will reset it.
  • Do not share your login. Each account belongs to one driver.

Dispatchers

  • Dispatcher accounts are set up by Topaz Tours. Email us if you need access.
  • To add a driver, enter their name and email address in the app. Their account is created and their login details are sent to them automatically.
  • Check the driver's email address carefully before saving. A typo sends the login details to the wrong place.
  • To assign a ride, choose the driver and the vehicle for that ride. The driver sees it in their assignments, along with the vehicle.
  • Dispatchers can change a ride’s assignment after it is made, including the driver or the vehicle. The driver sees the updated assignment in the app.
  • Dispatchers cannot resend login details. If a driver never received theirs, email us with the driver’s name and email address and we will resend them.

Permissions the app asks for

  • Location, while using the app: needed for navigation and for sharing your position with operations during a job. Choose Allow While Using App. The app does not track your location when it is closed.
  • Notifications: alerts you to new assignments and schedule changes. Keep them switched on.

Common problems

The app will not open or keeps closing. Update the app, then restart your phone. If it still fails, delete and reinstall it. Your assignments are stored on our system and return when you sign in again.

I cannot sign in. Check for spaces before or after your email address. If it still fails, email us for a reset.

A driver never received their login details. Dispatchers: check the email address saved for the driver and ask them to check their spam folder. Login details can't be resent from the app, so if they still have nothing, email us with the driver's name and email address.

My assignments are missing or out of date. Check that you have a data or Wi-Fi connection, then refresh the assignments screen. If a ride is still missing, your dispatcher may not have assigned it yet. Check with them.

The wrong vehicle is showing on my ride. Do not take a different vehicle without telling anyone. Contact your dispatcher. They can change the vehicle on the assignment before you set off.

My location is not updating. Check that location is allowed for Topaz Drivers, that Low Power Mode or battery saver is off, and that the app is open on screen during the job.

Navigation will not open. Make sure a maps app is installed and location is allowed, then try again.

I am not getting notifications. Check that notifications are on for Topaz Drivers in your phone settings, and that Do Not Disturb or Focus mode is off.

Reporting a problem

Email crishna@topaztours.com with:

  • Your name and the job you were working
  • Your phone model and app version
  • What happened and when, with a screenshot if you can

Support hours are Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time. We reply within 3 business days. For anything affecting a live job, call operations instead.

Your data

The app uses your name, contact details, assignment history and, while you are using it on a ride, your location. This information is used to operate Topaz Tours Transfers.

Location data is stored in our ride logs and shared with HBX, our transfer partner, for auditing and quality control. We do not sell your data. Full details are in our Privacy Policy.

Deleting your account

To delete your account and its data, ask your dispatcher, or email crishna@topaztours.com from the address linked to your account with the subject "Delete my account". We confirm by email once it is done, within 30 days. Any records we are legally required to keep are retained only as long as the law requires.

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