Bouncie guide
Bouncie troubleshooting
Fixes for the most common problems when connecting Bouncie or syncing cars. Find the message or problem you see.
Bouncie still shows Not connected after you approved access
- Why it happens
- The connection didn't finish, or you connected while signed in to TuroReports as a team member. Only the account owner's connection counts.
- What to do
- The account owner must do this step: go to SettingsConnectionsBouncie and click Connect Bouncie again.
A car you added to Bouncie isn't in TuroReports
- Why it happens
- Bouncie only shares the cars you ticked when you connected. Cars added to Bouncie later aren't shared.
- What to do
- Follow the steps to disconnect and connect again, tick every car including the new one, then click Sync vehicles.
“No vehicles found in your Bouncie account.”
- Why it happens
- No cars were ticked on Bouncie's screen when you connected, or the connection has expired.
- What to do
- Check that your cars appear in the Bouncie app. Then disconnect and connect again, tick every car, and click Sync vehicles.
A “Sync failed” message appears when you click Sync vehicles
- Why it happens
- Bouncie no longer accepts TuroReports' access, for example because it expired or was removed.
- What to do
- Follow the steps to disconnect and connect again, tick your cars, then click Sync vehicles. Your cars and their history stay in TuroReports.
A car shows “No VIN in Bouncie” or is listed as Unmatched
- Why it happens
- The car has no VIN in Bouncie, so TuroReports can't tell which car it is.
- What to do
- Add the VIN to that vehicle in the Bouncie app, then click Sync vehicles.
You see cars you don't recognize, or your cars are missing
- Why it happens
- A different Bouncie account was connected, usually because the browser was already signed in to it.
- What to do
- Disconnect, sign out of Bouncie at app.bouncie.com, then connect again with the right account and click Sync vehicles. If cars from the other account were added to your fleet, contact TuroReports support and we'll help you clean them up.
A parked car's location or “Last seen” date is old
- Why it happens
- Bouncie reports a car's location and mileage only while it's being driven.
- What to do
- Nothing to fix: it updates the next time the car is driven. If a car that's being driven still doesn't update, check its device in the Bouncie app.
A car is connected but its trips aren't showing
- Why it happens
- Usually the trip came before the connection, the car wasn't ticked in Bouncie, the device stopped reporting, or the car is missing its Turo listing ID.
- What to do
- Check the trip happened after you connected. Earlier trips aren't brought in.
- Check the car was ticked when you connected. If not, reconnect and tick it.
- Check the device reports in the Bouncie app. If it doesn't, contact Bouncie support.
- Check the car has its Turo listing ID in TuroReports, so its trips line up with its reservations.
“Cars on more than one tracker”
- Why it happens
- The same car also reports from another tracker connected to your account.
- What to do
- On SettingsConnections, choose which tracker each listed car should use. Only the account owner can choose.
A car is in Bouncie's list but never links to your fleet
- Why it happens
- The device may still be linked to a car in another TuroReports account, for example after the car changed hands, or the car uses another tracker.
- What to do
- Look on SettingsConnections for “Cars on more than one tracker”. If the car isn't listed there, contact TuroReports support with the car's VIN and we'll sort it out.
Still need help?
Email support@turoreports.com or use the contact form. Include your TuroReports login email, the car's VIN if a car is involved, and a screenshot of what you see. For device or Bouncie login problems, contact Bouncie support.