TrueLane Status

My wife had to replace her phone. She tried reloading True Lane on her new Moto Play Android 12 phone before we found out True Lane won't work on Android 12 version phone. So she went back to the store and got a Samsung Galaxy A03S Android 11. When she gets to entering the 4 digit PIN sent, it says something like "This phone doesnt have the proper sensors". Please help. I have read all the FAQS.

The TrueLane app is infuriating. Constant connection issues, not receiving activation codes via text, not receiving notifications its not working, stops working even after manual activation after calling The Hartford, only to be unenrolled for some unknown reason. When the backend sysetms at The Hartford don't receive any driving data, a surcharge is automatically applied to the policy. As the owner of the policy, I was never notified there was an issue (four phones have the app installed for four drivers)! -deleting and reinstalling doesn't help -requested activation code via app is never received -manual activation is required by calling The Hartford only to have it quit working again after a few days -ALL permissions are correctly set for notifications, location tracking, background app refresh, cellular data, motion & fitness sensor access, low power mode turned off, offload unused apps turned off. I'm an electrical engineer and know how to troubleshoot systems, settings, software, hardware, navigate through all the iOS menus and systems settings, yet the blame is put on me due to user error. I don't think so. It's the tail wagging the dog. The customer becomes the beta tester for their app, the app reports false negatives, the policy is automatically upcharged due to no driving data because the app is not working, push notification or text message is not sent to the phone in question, I'm not notified as the policy owner there's a problem until it's too late and forced to make many phone calls to troubleshoot, forced to pay an extra fee because TrueLane doesn't always work even though it's installed and many attempts to (re)activate it and triple checking settings.

I am not receiving a code when I try logging into Truelane

the app says my phone does not have some of the sensors needed to run properly. i have a Galaxy a12 phone. i am with consumer cellular. Can you tell what phone i need to make it work. thanks Gerald Box

I am a new customer and I was instructed to download and install this app on my wife's phone, as well as my phone. I enter mobile phone number, check the box agreeing to the Hartford Truelane program, and select Continue. I get the message Enter Code, but I have received no text message. I installed the app on my wife's phone, same exact issue. Please fix the problem, and don't raise my insurance rates because your TrueLane app is not working properly.

causing electrical, and steering issues since I've started using the app. No issues after I deleted the app!

Truelane has stopped working on the second driver on the policys Iphone. She drives this car less than 10% of the time and has not noticed it stopped working. I have driven the car twice in the lat 2 days with her phone and the app is not recording trips. How do I remedy this problem?

TrueLane is counting my golf cart as an auto . I live in a 55 plus home and drive my cart daily . I need my phone one.

I get a message that says associate phone. There was a problem during association. It will not record my trips. It worked well for many months. I changed cell providers. I have a different sim card, is all that has changed.

How to change my username on android? Thanks

The Truelane app has quit working for the second time in as many months. The app is again asking for me to sign in, the says my phone number is not recognized. Everytime this happens I get a billing update from Hartford increasing my insurance premium. Why does this keep happening and what can I do about it?

The app drained my battery so much that I had to uninstall it. It also wildly inaccurate. Showed me speeding (36 mph) in a 25 zone but in reality it is 35 speed limit. Consistently shows hard braking - even when coast up the stop and barely touch the brakes.

The Truelane APP does not log my travels, so you cancelled my discount! This app needs to be fixed and updated, especially since there are other users experiencing similar problems.

I cannot load app on my new phone. Says not compatible. Phone has Android 12 software. What phones are compatible?

Can't load app on my phone not compatible. Which Android phones will accept upload of app?

I took two trips today that did not show up on my history.

I was in a ambulance to go to the hospital and you charge me with speeding! Please correct my Truelane account. Thank you.

The app is tagging me for braking. Every light on the trip today, I coasted up to it. I have had the same problem before and I let the app lapse. There is some issue in how it records stops. I am being penalized for this and it could not be farther from the truth. Please straighten this out. Thanks, David policy # 55PHG806090

Truelane is not working It doesn't recognize my phone. I was in the Hospital with MRSA for 3 months. Truelane was not used during that time. Help plesse!

True Lane no longer lets me access the app because it wants me to allow it to run without battery usage restrictions. I cannot afford to do that. In the past it would run without any problems until my battery was low (I think around 15%), then it would stop because my battery was too low. Now it just wants to continue to drain my battery until my battery is 100% drained. I did not authorize this change and will not be forced to allow unrestricted battery usage when I didn't have to in the past. I need access to True Lane and if I cannot get this issue resolved I will have to remove the app and stop participating in the service.

For a week I have been trying to log on and the site just keeps buffering and telling me I have the wrong password and I D. I have been using this site with the same password and ID for 3 months without a problem. The problem must be on your end. Please clear it up. This is very annoying.

I installed TrueLane from the Hartford on my Android phone back in April 2022 when signed up for auto insurance from The Hartford. The current app version is 2.2.0 (150) and I run Android 12 on my Samsung. The app has major problems. It seems to be designed to run all the time, which is fine, except it dies after a while. I get the Android message saying the app has stopped responding and gives me three options: (a) Stop the app, (b) Wait, (c) Send feedback. None of them work! If you stop the app the message reappears in a couple of minutes. If you wait, the same result. If you try to send feedback the app goes into a coma.. never returns. Only way to kill the app is to force stop and if you do that, it never restarts even after the phone is restarted. You must uninstall and reinstall. And the woes start all over. I have called CS and they asked me to uninstall and install the current version. Even though I told them I have done it several times, I did it again to play along. Same version was reinstalled (no new updates in Play Store). The app works for a few hours to a few days and the problems start again. There seems to be two personalities to the app. One says TrueLane app is running, the other with a different icon says TrueLane is active. When the latter icon appears you can be sure the app is hosed and won't be tracking you. It also seems to have trouble when internet connection is lost momentarily, as in when I leave wi-fi area in my house and the internet access switches over to network data. I have seen the 'No internet connection' message from the app when this happens. Sometimes it recovers but at other times it dies or switches to the comatose version that is 'active' but not 'running'. If I didn't care for the discount I am supposed to get for good driving habits as measured by this broken app, I'd permanently uninstall it. From the other comments here, Hartford is getting a bad rap from this broken app. They should either fix it or go to another way of monitoring driving habits (as State Farm and others do).

I can not get the application to load... it keeps continuously spinning at the point of "please scroll down and read all of the following terms and conditions." I can't scroll down and the accept option does not work.

I worked with your agent and we were not able to get the truelane app to open. Can you help?

The app is a disaster. 1) problem with access to location and motion data. Location is turned on. Motion doesn’t work: I select “ok”, it transfers me to settings (where everything is already set up), when I’m back to the app, motion is still off, continue button is inactive. Rebooted phone a million times - no effect. VPN is off. Cellular data for the app is on. 2) can’t log into the app in explorer. Doesn’t give any error message, the entry fields are simply back to blank. Before that the app simply didn’t start for 2 weeks. Came back on its own. What’s going on???

This truelane app contiually shows distractions when I have stopped, parked & exited the vehicle. I received 5 distractions recently after having arrived at work and was walking about in my workplace. Today, I received 3 distractions from two locations where I had parked to go in to conduct business and then 3 while in a manual car wash spraying off my once again...parked vehicle. I can't believe my insurance discount relies on such an inaccurate app.

This truelane app contiually shows distractions when I have stopped, parked & exited the vehicle. I received 5 distractions recently after having arrived at work and was walking about in my workplace. Today, I received 3 distractions from two locations where I had parked to go in to conduct business and then 3 while in a manual car wash spraying off my once again...parked vehicle. I can't believe my insurance discount relies on such an inaccurate app.

I have called several times now about my True Lane from the Hartford! I can’t down load the app! Can someone send me the link to download it? I can’t fined it on Google play store site! Please help me with this if not I ‘am calling the main office!

I've had trouble with this app from the beginning. It actually partially recorded in pre trial period, then completely stopped for a month. I was told to delete and reinstall. It then partially recorded a few trips for a month the stopped again for 6 weeks. I kept getting messages to make a trip or lose my discount. I spent another morning on hold only to be told that maybe my android operating system was not up to date (it is....automatically updates) then to uninstall and reinstall. Now the app doesn't recognize my phone number (credentials). I tried 3 more times to call, waiting on hold, only to be disconnected and the final time asked to call later. I have also sent emails but received no response. This is the most useless app ever and the discount is not worth the frustration.

I have added, deleted and reloaded the app but it won’t open on my iPhone 11.

Not recording trips. "cannot connect to server temporarily unavailable" message had been on for a week. It is connected.

It won’t let me open the app. I’ve try deleting it several times. And reinstalled it and now it won’t let me open it

Installed TrueLane app. My RAV4 won’t recognize the app on my phone. Does not log any trips.

Can not get the app to open, have called customer service, reinstalled the app and it is still not opening. Why is this such an issue that is taking a very long time to fix? Very frustrating.

For the past several days I can't get the TrueLane app to open up. When I click on the app all the comes up is the title page and it then either is frozen or kicks me out of the app. I have turned off my phone several times to try and eliminate this issue but so far nothing. In addition last month TrueLane said I was going 108 mph for 25 minutes which was impossible as my trip was only 2.5 miles. Also I do not drive fast and my vehicle wouldn't even come close to reaching that speed. I contacted customer support which was a waste of time as the individual just stated there is nothing he could do and he would make a note of it. This kind of incident affects my score so I was not happy with his answer. Also I asked what could cause this kind of incident and how can I make sure it doesn't happen again? I received silence and after a couple minutes he said I can't help you with that. When asked who can I talk to to fix this issue I got nowhere. Hartford needs to step up their IT department and customer service. After reading all these messages you can clearly see there are many issues to correct.

AARP/Hartford is a well known, long standing, reputable insurance company. If that is important to you in these days of competition, YOU NEED TO COMPLETELY SEPARATE YOURSELF FROM THIS 'TRUELANE' APP AS IT IS A BROKEN, CONFUSING, NON-USER FRIENDLY WAY TO TRACK PEOPLE'S DRIVING HABITS for 180 days, when Hartford has a person's entire lifetime driving record from States' driving data that will tell you everything you need to know. Look at all the negative comments, many stating the same issues over and over, the foreign service people are a ridiculous joke sitting in a care somewhere over the other side of the world, and are rude, disrespectful, uncaring and quite frankly not very intelligent or helpful. HARTFORD IS HURTING THEMSELVES ! 4 Months now I've been trying to work with the system, undoing, uninstalling, re-installing, restarting phone, writing reviews, etc. NOTHING IS CHANGING. But if things don't change soon, I know one thing will change - and that will be my choice of car/home insurer. IS ANYBODY LISTENING?

Although this app has worked well for weeks, now it will not open. Tap on it and Hartford logo appears and the app closes.

The won’t stay connected

I have the TrueLane app on my iPhone 11, when I click on the app it won’t load and keeps taking me back to my Home Screen, please advise. Thank you.

My TrueLane has not worked for 2 days now.

I have made several trips. The app looks like it is collecting data but it is not. It says waiting for server. I keep getting emails that True Lane has not detected any trips. I have called. Logged out and back in. Turned off and back on phone, ect. We went over everything on the phone when I called, to make sure all the permissions were allowed. Not sure what my next step is? I have an android phone. Please reply. Thanks , Cindy Sayler

When I tap the app it starts to open then closes immediately. I wondered if this is happening because I have satisfied the period for tracking?

Keeps crashing and will not open

I cannot open the app and when I try to log into the website it doesn’t recognize my user name. I have uninstalled and reinstalled the app and it still won’t open. I have an iPhone 11 with the latest IOS

The app won't open for the last week. It continuously crashes. Any help would be appreciated.

i go to site and it says permission denied

This app keeps crashing my phone, and drains my battery I deleted and reinstalled. While driving it locks my phone. I am unable to use google Maps etc....I continue to get emails stating It is not working, however, IT DOES NOT WORK! very annoying

I deleted the app after I was informed that I could do so. However, the app still activated while I’m driving. It’s not on my phone anymore , and not in the App Library either. What can I do?

Still no luck, this product sucks, now cant even login.tried to delete and reinstall!!

TL states I've taken no trips since 6/1. The truth is I've driven to Glen Burnie and back three times and New freedom, pa one I the past two weeks. None of those trips show up. Now I get a warning to take a trip soon or lose my discount.

Over a week not working. It says server is not available?

Can’t login resetting password gives me a message time has expired.

Truelane not working , would not let me set up on husbands phone says it cant find our phone numbers. Cant find a number to call them , we tried to use and are screwed on our discount we were promised .It is a pain when it works, kills battery and still does not record trips on my phone it worked 2 times. Cant login to set up for husbands phone

This Truelane app sucks. It won't connect to a server. Was told by Truelane tech (who spoke poor english!) to delete the app, get the new app and use my username and password which I don't remember. Nowhere on the Truelane website to have them send me email to reset username and password!

For several days now, your app. says not connecting and temporarily unavailable. What is the issue?

I Can not log into Truelane, say's server unavailable.

Your app. says not connecting and temporarily unavailable.What is the issue?

Never was sent a pin number to create login

I am new to the app. It recorded my first trip on 5/10 but has not recorded anything since then. Location is enabled so I'm not sure why it isn't working.

I received an e-mail today saying that the Truelane app had not recorded any information on my driving since April 6, 2022. I have made several trips since that time. Have changed nothing on my phone, or on my car's phone screen? I am not a technical expert, so as usual, I called the Truelane help to get some assistance just a few minutes ago. First of all, I held on for some time in order to speak to someone; then, the technician had a very heavy accent, Indian? or Pakistani? or ?, on top of that he was terse, short and condescending in speaking to me, even after I explained that I was not a tech expert. He was RUDE, ARROGANT, SHORT OF PATIENCE, TALKED DOWN TO ME, and I just got purely fed up with his attitude, and told him he was rude and disrespectful and that I was going to hand up now and call again hopefully to speak to someone more helpful! I was so upset with his behavior, I even forgot to ask him his name, although I figure he is thousands of miles on the other side of the world anyway! These assistance staff ought to be patient and helpful and listen to the customer's issues without an attitude or disrespect. This particular fellow needs to be fired wherever he is out there, and I hope he gets his karma soon! In the meantime, I will call one more time soon to see if I can get some patient assistance. I am not an idiot, am computer literate, phone literate to an extent, and am a retired 70 year old executive secretary having been in the corporate world for 42 years of my life. Never have I been so disrespected - Shame on Hartford and shame on Truelane - If things aren't better the next time I call for help, I will probably cancel the Trueland "Discount" program and just take my chances, or worst case scenario, I will cancel Hartford AARP car and home insurance completely. I have since gone onto the internet and read many many negative comments about this App from Trueland and it seems a large majority of its new users are having similar issues as I am - No excuse for this kind of behavior or service.

Trying to setup Truelane on my wife's phone. It asks for her phone number to login, then says enter the PIN that was texted to the phone. We never receive the PIN. I have tried uninstalling and reinstalling, all to no avail.

I have repeatedly tried to make TrueLane connect and work in my car. Check your records and you will see that this is my 3rd time of 20 days to MAKE IT WORK. IT DOESN'T. I don't want to lose the $42 discount on my car insurance. I have even enlisted my roommate in trying to figure out how to make this work. When I drive, it NEVER shows anything on my telephone. Please help!!! I am so frustrated!!!

Will NOT record!

Hartford had my email address with .com instead of .net (the correct address is shirldjack@redacted). Supposedly the problem was resolved by customer service by having me delete my account and reenter using the .net. I still can't get into TrueLane on my Android. It says wrong credentials. Help!!!