Most issues fall into a handful of buckets. Find yours below; if it is not here, the relevant help page goes into more detail.

"Continue to Realview" sends me back to the launching-soon page

During the testing period access is limited to the early-access list. Being bounced back is expected if your account is not on it yet — it is not a fault. Watch the Realview page for the public-launch announcement. See Signing In.

I cannot sign in at all

Realview uses your Trade Caravan account. First confirm you can sign in to tradecaravan.co.za. If a magic link did not arrive, check spam and that you used the right email; magic links also expire after a short window, so request a fresh one if it has been a while.

I have lost my authenticator / cannot get my 2FA code

Two-factor authentication is required, so you need either your authenticator app or one of the recovery codes you saved when you set it up. Enter a recovery code in place of the 6-digit code to get back in. If you have lost both, contact Trade Caravan support so we can verify your identity and help you recover access. (This is exactly why the recovery codes are worth saving somewhere safe.) See Signing In.

My shipment is stuck on "Pending"

Pending means the vessel lookup is still running — give it a few minutes. If it stays there, the identifier may be too vague: add a more specific one (a container or IMO number) so Realview can lock onto the right vessel. Live vessel data also depends on the AIS feed being connected. See Adding a Shipment.

There is no vessel position on the map

The live vessel pin appears once the AIS data feed is switched on. Until then the map shows the destination-port reference points and an "awaiting data" note. See Tracking & ETAs.

The data looks old / says "stale"

That label just means the position has not refreshed recently. Realview refreshes on a schedule and more often as a box nears port; the status will update on the next refresh.

I am not getting alerts

Open Settings and confirm the channel is ticked. WhatsApp needs a Growth or Pro plan and a verified WhatsApp number, and is being switched on as the messaging service is connected — email works in the meantime. See Alerts & Notifications.

I have hit my shipment limit

Archive a delivered shipment to free a slot, or upgrade your plan. Archived shipments do not count against the limit. See Plans & Billing.