Question 1

How do I request emergency roadside help?

Accepted Answer

Open Request Service, choose Emergency Request, allow location so we capture your exact position, then confirm your name and phone number. A photo of the vehicle is optional but helps the driver arrive prepared. If anyone is hurt, call 911 first.

Question 2

When is a drop-off address required?

Accepted Answer

A drop-off address is required for towing and specialty transport. For roadside assistance and emergency service it is optional, and you can add extra stops on any request.

Question 3

Can I schedule service for a future date?

Accepted Answer

Yes. Choose the scheduled option in the request wizard and pick your window. You can reschedule free of charge up to 2 hours before the booking.

Question 4

What vehicle details should I have ready?

Accepted Answer

Year, make, model, colour and plate, plus whether the vehicle is all-wheel drive, lowered, electric, damaged, or missing keys. These determine which equipment class we dispatch.

Question 5

What is my P.O.# tracking code?

Accepted Answer

Every request gets an 8-character code shown as P.O.# followed by the code, for example P.O.# 1EBKY920. Enter it on the Track page to see live status.

Question 6

Why did my tracking link stop working?

Accepted Answer

Tracking links close 24 hours after the job is marked complete. Contact support with your P.O.# if you still need details from a past job.

Question 7

How accurate is the ETA?

Accepted Answer

ETAs come from live routing data and update as your driver moves. Weather, traffic and higher-priority emergencies can change them.

Question 8

How is my price calculated?

Accepted Answer

Pricing reflects service type, equipment class, distance, time of day, wait time and site conditions. Quotes before dispatch are estimates; the final invoice reflects the work performed.

Question 9

Will I be charged if I cancel?

Accepted Answer

Cancelling while the job is still in the queue is free. Once a driver is en route or on scene a call-out fee may apply. See the Cancellation and Refund Policy for the full table.

Question 10

How long do refunds take?

Accepted Answer

Approved refunds are returned to the original payment method, normally within 5 to 10 business days.

Question 11

How do I delete my account?

Accepted Answer

Use the stepped flow on the Account and Data Deletion page. We verify your identity first, then delete eligible data within 30 days. Invoices and safety records may be retained where the law requires.

Question 12

How do I get a copy of my data?

Accepted Answer

Submit an access or portability request from the Privacy Choices and Data Requests page. We respond within 30 days.

Question 13

Do you sell my personal information?

Accepted Answer

No. TrueNorth does not sell personal information and does not use advertising trackers.

Question 14

How do I install the TrueNorth app?

Accepted Answer

Open the Install page and follow the Android or iOS instructions. The app installs directly from your browser — there is nothing to download from an app store.

Question 15

Why am I not getting job alerts?

Accepted Answer

Check that notifications are allowed for this site in your browser or phone settings, and that alerts are switched on from your dashboard. Alerts only work on a device where you granted permission.

Question 16

My driver account says it is waiting on approval.

Accepted Answer

New driver accounts need dispatcher approval before jobs appear. Approval is normally same day during business hours.

Question 17

What do In Queue, Scheduled and Active mean?

Accepted Answer

In Queue holds customer requests nobody has accepted yet. Scheduled holds future-dated jobs. Active holds jobs you accepted and are working now.

Question 18

What should I do while I wait?

Accepted Answer

Turn on hazard lights, move to the shoulder if it is safe, exit away from traffic and wait behind a barrier where one exists. Stay reachable by phone. Call 911 for injuries, fire or an unsafe highway position.

Question 19

Can I stay in my vehicle?

Accepted Answer

On a busy highway shoulder it is usually safer to exit away from traffic and stand behind a barrier. Follow your driver's instructions once they arrive — they control the work zone.

Channel	First response	Best for
Dispatch phone line	Immediate, 24/7	Active jobs and urgent roadside issues
Support form or email	1 business day	Billing, account and general questions
Privacy requests	Within 30 days	Access, correction, portability and deletion
Accessibility reports	5 business days	Barriers using the site or app

Support and Help Centre

Emergency Guidance

Frequently Asked Questions

Contact TrueNorth Support

Contact TrueNorth support

Response Times

Legal and Policy Documents

Document Information

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