Support Center

Use the "Forgot Password" link on the login page at portal.esseinc.com/login.html. Enter the email address associated with your account and click Submit.

You'll receive a password reset email within 5 minutes. Check your spam/junk folder if you don't see it. The reset link expires after 30 minutes — request a new one if needed. If you continue having trouble, contact support@esseinc.com with your account email address.

Document uploads fail most often due to file size or format issues. Check the following:

• File size: maximum 10 MB per document
• Accepted formats: PDF, JPG, PNG
• Avoid special characters in the file name

If the file meets requirements and upload still fails, try clearing your browser cache (Ctrl+Shift+Delete on Chrome) and uploading again. On mobile, ensure you have a stable connection. If the issue persists, email the document directly to support@esseinc.com with your account email and we'll upload it manually.

ELD sync issues are usually connectivity-related. Work through these steps:

• Ensure Bluetooth is enabled on your phone or tablet
• Verify the ERS238 hardware is securely connected to the vehicle's OBD-II port
• Force-close the ERETHELD app and reopen it
• Check that your phone's location services are enabled (required for GPS data)
• If using cellular sync, confirm you have mobile data coverage

If none of these resolve the issue, contact support at 937-240-0708 or support@esseinc.com. Have your device serial number (on the ERS238 unit) ready.

If drivers aren't appearing in your carrier dashboard, check these common causes:

• Driver has registered but not completed all required application steps
• Driver application is pending your review and approval
• Dashboard filter is set to a specific status — try clearing all filters
• Driver registered under a different carrier code — ask the driver to confirm the carrier link they used to register

If drivers have completed registration and still don't appear, contact support with the driver's name and email address.

Large reports may take up to 2 minutes to generate — wait for the loading indicator to complete before clicking again. If the export button appears to do nothing:

• Check that your browser is not blocking pop-ups or downloads
• Try a smaller date range — very large date ranges may time out
• Confirm your plan includes export (Pro plan required for full CSV/PDF/XLS export)

If the issue continues, contact support@esseinc.com and specify which report you're trying to export and the date range.

Applications stall most often because a required step hasn't been completed. Check:

• All required documents have been uploaded (CDL, medical cert, etc.)
• Driver has completed and submitted all application form sections
• A recruiter action is required — check your recruiter queue for pending reviews
• Background check is still in progress — typical turnaround is 1–3 business days

You can see which step an application is on from your carrier dashboard. Click the applicant's name to view the full step-by-step status.

To update your account email address:

• Log in to your portal account
• Navigate to Profile > Settings
• Click "Change Email" and enter your new email address
• A verification email will be sent to the new address — click the link to confirm

Your email change is not complete until you verify the new address. If you lose access to both email addresses, contact support@esseinc.com for manual account recovery with identity verification.

At a roadside inspection, follow these steps to transfer logs:

• Open the ERETHELD app on your display device
• Navigate to the main menu and select "Transfer Data" or "Send Logs"
• Choose transfer method: Transfer via Telematics (wireless, preferred) or Transfer via USB
• Follow the on-screen prompts — the officer will provide a confirmation code for telematics transfer

If telematics transfer fails (no data coverage), switch to USB transfer. Insert a blank USB drive into your display device and select the local transfer option. If both methods fail, display your logs on screen for the officer — this is permitted while the device malfunction is documented. Contact support immediately at 937-240-0708.