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Trip Recording Quick Fixes

DriveMyWay Trip Recording Quick Fixes

Having trouble recording trips through the MyAmFamDrive app? One of the reasons below could be keeping you from earning your car insurance discount. Keep reading for possible quick fixes.
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Troubleshooting Tips

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Top Reasons Your Trips Aren’t Being Recorded

Check Permissions

Check Your App Permissions

For the app to work properly and to ensure you receive the best rate possible based on your driving behaviors, it’s important to set your MyAmFamDrive app permissions correctly. The app uses the information you provide to show your trip route on a map; calculate factors like speed and distance traveled; and automatically start and end trips.

If your permissions aren’t set correctly, you’ll receive a notification that will direct you to open the MyAmFamDrive app. When you open the app, you’ll see instructions on how to adjust your settings.

Required app permissions:

iOS (Apple)

  • Location (including Precise Location if available) – Required to record trips
  • Motion & Fitness – Required to track trip stops and starts
  • Notifications – Recommended to keep you informed of updates and what to do if the app isn’t working correctly

Android

  • Location (including Precise Location if available) — Required to record trips
  • Physical Activity — Required for reliable trip detection
  • Notifications — Recommended to keep you informed of updates and what to do if the app isn’t working correctly
Verify app is installed

Verify That the App is Installed on Your Phone

When you signed up for the DriveMyWay program, you should have received a text invite to download the MyAmFamDrive app. You must download and install the app on your smartphone to record driving trips. Participating drivers must download the MyAmFamDrive app and install it on their smartphone once enrolled. This needs to be done within the first 28 days to record trips and receive the introductory discount.* If you don’t download and log in to the MyAmFamDrive app within 28 days after enrolling, you will be unenrolled from DriveMyWay, which could impact your rate.

Download the MyAmFamDrive App

Apple Store  text

DriveMyWay Smartphone Update

An Update is Needed for Your Smartphone or It’s Not Compatible

Some smartphones don't have the proper software or hardware needed to record the trips you take. If you are receiving emails or texts about trips not recording, one of these issues may be the problem.
  • Make sure your phone is updated to the most recent version of your operating system. For instructions, contact your phone provider.
  • If your operating system is updated to the most recent version, your phone may be incompatible. While the app store usually only allows downloads to compatible phones, yours may not have been detected as incompatible. In this case, you may need to get a different phone.
Power phone on

Is your phone turned on?

The MyAmFamDrive app won’t record trips if your phone is turned off. Make sure your phone is turned on when you’re in the car to get credit for your safe driving.
Low phone battery

Is your phone’s battery low or in power-saving mode?

If your phone battery is very low or if your phone is in power-saving mode, the MyAmFamDrive app may not record trips. Most phones allow you to set the percentage at which the battery saver turns on. To change the percentage, go to Settings > Battery on your phone.
Logged out

Are you logged out of the app?

You may have logged out of the app temporarily and forgotten to log back in. Simply log back into the app so it can track your driving habits.
Correct phone number

Is your phone number correct?

It’s possible your number was entered incorrectly. Your agent can verify your number and help you make changes if needed. If you have a new phone number, please let your agent know so they can update your account and get you back on track to saving.
Putting phone to sleep

Is your phone deleting (offloading) or putting the app to sleep?

Different operating systems have methods of identifying apps that are running in the background. If a phone has certain settings enabled, the MyAmFamDrive app may automatically be turned off due to the phone’s operating system. You can change your settings to keep this from happening.

Here’s how to fix this problem:

iOS (Apple)

1. Go to Settings > App Stores
2. At the bottom of the screen, you should see “Offload Unused Apps”. Make sure this option is not active

Android
Different Android phones handle app offloading and sleep options differently. The following are the most common ways, though your phone might be slightly different:

Process 1

1. Go to Settings > Battery and device care > Battery > Background usage limits
2. Deactivate the following
a. Put unused apps to sleep
i Note: this will stop your phone from putting any apps to sleep. If you only want to prevent MyAmFamDrive from being put to sleep, tap the “Never sleeping apps” option and add MyAmFamDrive by tapping the “+” icon, tapping the MyAmFamDrive app, and tapping the “Add” option
b. Auto disable unused apps

Process 2

1. Go to Settings > Apps and find the MyAmFamDrive app
2. Go to Battery
a. For phones with a manage battery usage section, choose Unrestricted
b. For other phones, go to battery optimization
i. Make sure the dropdown at the top of the list is set to all apps
ii. Find your app again, tap it and make sure “Don’t Optimize” is selected
iii. Tap done

Process 3

1.Go to Settings > Device Care > Battery > More > Settings > Put Unused Apps to Sleep
2.Turn off “Sleep Delay”
a. On some devices you may see an option to disable “Put Unused Apps to Sleep”. If you have this, do the following:
i. Go to Settings > Battery
ii. Turn off the “Put Unused Apps to Sleep” option

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MyAmFamDrive App Troubleshooting FAQs

*Rate will vary based on driving behavior. Unsafe driving behaviors may increase your rate. Product eligibility will vary by state, vehicle type, policy form and company underwriting the auto policy. Some restrictions may apply. The DriveMyWay rate factor applies only to these coverages, which are typical for most auto policies: bodily injury liability, property damage liability, collision and comprehensive, medical expense, and personal injury protection. Additionally, the rate factor does not apply to fixed fees that are part of the policy. To refresh your understanding of coverages, visit the Car Insurance Coverage page. Customer driving behaviors from the KnowYourDrive program were used to inform rate structure. Adding or removing drivers from a policy may impact the overall score. Households where not all eligible participants on the policy are enrolled will receive a 5% introductory discount. If you unenroll drivers after the 100-day trial period ends, we’ll still use their driving behavior at the time of unenrollment when calculating your rate.