Support

Reporting a problem

Send it to [support contact], and include:

• the page address from your browser's address bar;
• what you were trying to do, and what happened instead;
• the exact wording of any error message — a screenshot is ideal;
• roughly when it happened, which is what makes it findable in the logs;
• the service, route or ATCO code involved, if it was about one particular record.

"The import didn't work" and "importing 123_outbound.xml at about 10:20 gave a red box saying the file has no StandardService" take the same time to write and don't take the same time to fix.

Worth checking first

A page won't load, or you're bounced to sign in

The tool may have just been redeployed, which ends open sessions. Sign in again before reporting it.

You can't sign in

Use the reset link on the sign-in page. If it says your account is waiting for approval or is suspended, that's an administrator's decision, not a fault — ask an administrator.

A TXC file won't import

Import it into the TXC Viewer and read the Validation tab. It lists every schema error in the file, which usually says exactly what's wrong with it. A file with errors still imports and can still be read.

A stop you edited went back to draft

That's deliberate. Any edit returns a stop to draft so the change gets published on purpose rather than by accident. Publish it again from the stop list.

A field you corrected shows a conflict

DfT changed the same field in the national extract. Your value is still the one in use. Decide which to keep on the Overrides page.

The map draws the route down the wrong road

Road routing is car-based and can't use bus gates or bus-only roads. Switch that route to straight-line mode on the map page. Nothing in an export depends on the drawn line.

A timetable PDF won't generate

PDF export depends on a system library that may be missing on the server. You'll get a message rather than a broken page; report it, because it's fixed on the server rather than by you.

If something is urgent

Data going out wrong — a bad export already sent, or a stop published that shouldn't have been — is more urgent than the tool being awkward. Say so in the subject line, and say what's already been sent to whom. Contact [urgent contact and hours].

Asking for a change

Requests for new features go to the same address. What helps most is the task you're trying to complete and how you do it today — including the spreadsheet or workaround you've built to get round the gap, which is usually the clearest description of what's missing.

Documentation

The documentation is inside the tool — sign in and follow the Documentation link at the bottom of any page.