General
  • What do I need to do to use this app?

    To use the app you will firstly need to be a Holcim customer and have orders placed for the next 14 days. You can then generate a PIN using a mobile phone number associated with the order(s) you would like to track and the corresponding state.

    Mobile Phone Number:

    The mobile phone number needs to be the number that is associated with your Holcim orders. If you have placed the order yourself, our staff should have asked you for an on-site mobile phone number. For any questions about accessing the app please use the phone number provided.

    If your phone number is not associated with the orders, please ask your supervisor to advise what number is. The person’s phone number that is associated with the orders will be able to share their PIN number with relevant parties.

    When inputting your mobile number, only use your number starting with 04. Do not add +61.

    State:

    The state you select should correlate to the state in which the deliveries are made. Please select the state from the drop-down menu.

  • Can I track my concrete/aggregate orders from this app?

    Yes, you can track both your concrete as well as aggregates orders using this app. The app does not support tracking of Humes deliveries.

  • I can't access the app.

    To use the app you will firstly need to be a Holcim customer and you can then generate a PIN using a mobile phone number associated with an order and the relevant state.

    Make sure that you enter your mobile phone number without +61.

    If the issue persists, please call the following number to find out whether your number is associated with any order: 13 11 88

  • The app just crashed.

    If the app crashed, try to force close the app and restart again. If the problem still persists, please contact us at [email protected] and include your smartphone model (e.g. iPhone6) and your OS version (e.g. iOS 10.1).

Login
  • How do I get a PIN?

    In order to generate a PIN you need to click on “Get PIN” and input a mobile phone number and state.

    Mobile Phone Number:

    The mobile phone number needs to be the number that is associated with your Holcim orders. If you have placed the order yourself, our staff should have asked you for an on-site mobile phone number.

    When inputting your mobile number, only use your number starting with 04. Do not add +61.

    State:

    The state you select should correlate to the state in which the deliveries are made. Please select the state from the drop-down menu.

    Receiving a Pin:

    In order to receive a Pin, make sure that your device can receive SMS and that you have reception. The SMS with the 4-digit Pin code should be sent to the entered phone number within a few minutes of requesting it.

    Please note that you can only receive the SMS from within Australia.

    If you don’t receive the SMS within a few minutes please contact us.

    The Pin is valid for 90 days. After 90 you will have to generate a new Pin for security reasons.

  • How do I reset a PIN?

    Simply click on “Get PIN” – this will override your previous PIN and send a new one to the specified mobile phone number.

  • What if I forget the PIN?

    You can either have a look for the latest SMS from Holcim or generate a new PIN by clicking the button “Get Pin” on the login screen of the app. If you are still logged in, go to “More” in the menu and log out.

  • I can't see the PIN from the SMS.

    Once you provide the mobile number, state and click on "Get PIN" button, you will receive an SMS soon after with the PIN. Sometimes, it may take more than 10 mins to receive the SMS. Make sure that your device can receive SMS and that you have reception.

    If you still haven't received the SMS after an extended period of time, please contact us at [email protected].

  • My phone number doesn't work.

    The mobile number you’re inputting might not be associated with the orders. Please check with your supervisor whose phone number has been associated with the orders. This would have been done on the phone when ordering. You can also call our Customer Service Centre to reconfirm the phone number that has been recorded for the order/s.

  • Which phone number should I use?

    Please use the mobile phone number that is associated with your Holcim order/s.

  • Orders are associated to my phone number. How can my team members track my orders?

    If orders are associated to your phone number and you would like to give your team members access to these orders, you can share the login details (i.e. phone number, state and 4-digit Pin) with them. All team members can log in using the same Pin.

    If you would like to exclude a team member from having access to your orders, simply generate a new Pin and share the new Pin with anyone who should continue to have access to the app and your orders.

  • Orders are associated to my colleague’s/ supervisor’s phone number. How can I track their orders?

    If orders are associated to a colleague’s or supervisor’s phone number, the person owning the account will have to share their login details (i.e. phone number, state and 4-digit Pin) with you.

    If you are not the owner of the account, please do not request a new Pin without the account owner’s permission. New Pins will only be sent to account owners (i.e. the phone number associated to the orders).

  • Why do I have to login every day?

    For security reasons, you will have to log in to the app every morning using the mobile phone number, state and Pin combination.

  • Can I change the Pin?

    No, at this stage the app does not support changing the Pin.

    If you don’t remember your Pin, have a look at your SMS to see the last Pin that has been sent you from Holcim. Alternatively, you can simply generate a new Pin.

  • It says “User not found”. What does that mean?

    There are a few reasons why this message might appear when attempting to log in:

    1. You have not selected the correct state that is associated to your orders.
    2. You have not entered the correct mobile phone number or a number that is not associated with an order in Command.
    3. A combination of the above.

  • It says “Pin code does not match”. What does that mean?

    It means that you have not entered the correct Pin associated to the user account. If you own the phone number associated to the orders you would like to track, you can generate a new Pin or follow the steps for not remembering the Pin. Otherwise, please check with the person who the phone number belongs to in order to obtain the latest Pin.

Tracking Orders
  • How can I track my orders?

    Once you have logged in, you should see an overview of your orders. If you don’t see this overview make sure to navigate to “Orders” using the bottom navigation bar.

    On this overview screen, you will see all of the orders associated to the mobile phone number divided by TODAY and UPCOMING. We only show orders for the next 14 days. You will not see orders from the past.

    Orders are cleared every day at 4am.

    Each tile on the screen corresponds to one order and you can distinguish orders by their delivery address as well as by their volume and expected tickets when clicking on the order.

  • What do the colours mean?

    The colour status of an order corresponds to the most recent ticket.

    Orange: The latest ticket is pending and has not left the plant yet.
    Green: The latest ticket is in transit and has left the plant. It is on its way to the delivery site.
    Blue: All of the tickets have been delivered, the order has been completed.
    Red: The order is on hold.
    Grey: The whole order has been cancelled.

  • What does “confirmed / unconfirmed” mean?

    Above each order delivery address (except for cancelled orders), you will see either confirmed or unconfirmed.

    In order to guarantee delivery orders need to confirmed with Holcim at least 24 hours prior to delivery. The tag on the orders show which orders have been confirmed and which are still unconfirmed. Make sure to contact us via phone at least 24 hours prior to delivery in order to confirm your orders.

  • A specific order does not show up in the app. What can I do?

    Only orders for the current day and the next 14 days will be visible in the app.

    You can call us in order to confirm that the correct phone number has been associated with the order in our system.

    lease note that orders where the latest occurring ticket is scheduled on the previous day are hidden at 4am every morning.

Tracking Tickets / Deliveries
  • How can I track the deliveries of an order?

    On the Orders screen where you can see an overview of all your orders, click on the order that you would like to track. This will open a new screen with details on that particular order.

    At the top of the screen, you can obtain an overview of the total volume ordered as well as the expected number of loads. As the delivery progresses, you will be able to track how much volume and how many tickets have been delivered already.

    Below the balance information, you will see the individual tickets / deliveries of your order. Each ticket has a ticket number, a status description, the Estimated Time of Arrival (ETA) as well as information on the product and load volume.

    The left side of each ticket shows you the status as well as the remaining time until

  • What do the ticket colours mean?

    The colours indicate the status of the ticket.

    Orange: The ticket is pending and has not left the plant yet.
    Green: The ticket is in transit and has left the plant. It is on its way to the delivery site.
    Blue: The ticket has been delivered.
    Grey: The ticket has been cancelled. You will likely find an active ticket with the same ticket number as the cancelled one.

  • Why does my order volume not match with what I ordered?

    Any changes to the original order volume will only be displayed in the app if the changes has been made prior to the day of delivery. If changes to the order volume have been made that do not show in the app, we will still have the updated volume in our system. However, any changes made to the volume on the day of delivery won’t be displayed in the app.

  • Why does my delivered balance not match my order balance?

    Sometimes you might need to more or less product than originally ordered. In these instances the delivered volume or tickets (number to the left) will reflect the actual volume and number of tickets delivered while the order quantity (number to the right) stays as ordered and planned for.

    This allows you to see the difference in the original estimate and the actual quantity requirement.

  • Why can’t I see all tickets for my order?

    Tickets appear in the app as they are ticketed at our plant. So if you have an order with 20 tickets, for example, you might only be able to see the next 5 tickets depending on how many deliveries have been ticketed at any given time.

    As tickets are delivered, new tickets will appear in the app.

  • How can I view the map?

    Only in transit (green) tickets can be tracked on the map. In order to open the map, click on the in transit ticket that you would like to view. This will open the map.

  • How do I use the map?

    When opening the map, you can see the pin for the delivery location. The map takes a while to load the truck location. You will see the message “Fetching truck location” while we determine the truck location. Once determined, you will see and agitator icon (Concrete) or a tipper icon (Aggregates) on the map indicating the whereabouts of the truck.

    The map updates every 10 seconds.

    At the bottom of the map you will find the details of the in transit ticket that you are currently tracking. If you have more than one in transit tickets for an order, you will be able to swipe left/right on the map in order to view the location of the different trucks.

    You can close the map by clicking on the red x at the top right-hand side.

    The ETA and map data are updated with up to a 5 minutes’ delay. While every attempt is made to be as accurate as possible, Holcim Australia is not responsible for unforeseen delays that may occur after a truck has left the plant.

  • Why don’t I see the truck location?

    Some vehicles (especially Aggregates vehicles) are not GPS enabled and in these instances you won’t be able to see the truck on the map. In these cases, it is likely that you will see the message “Fetching truck location” at the bottom without the truck location being able to be loaded.

  • Is tracking for all orders and tickets accurate?

    In some instances, we do not have the GPS coordinates of the delivery site. In these cases the concerning order will show a tag “Tracking for this order might not be accurate” indicating this. You might be able to track an in transit truck on the map but you won’t see a pin for the delivery location.

    Not all Aggregates trucks are GPS enabled. If this is the case, we won’t be able to display the truck on the map and the message “Fetching truck location” won’t disappear.

    In both cases, we might manually change the ticket status in our system. If this is the case you will be able to see the status changes on the app. However, we cannot guarantee the manual update of ticket statuses.

Alerts
  • What is the difference between an Alert and a Push Notification?

    We refer to an Alert as a notification that you receive within the Track My Order app. You can view these by clicking on “Alerts” on the bottom navigation bar. You can customise which alerts you would like to receive.

    A push notification is a notification that you receive outside of the app on your phone even if the app is closed. You can turn these off.

  • How do I turn off push notifications?

    Go to “More” on the bottom navigation bar. This will open the Settings page. Under “Settings” you will find “Push Notifications”. Click on the toggle to switch the push notifications off. A green toggle means push notifications are turned on and a grey ones means they are turned off.

  • How do I customise which Alerts I would like to receive?

    Go to “More” on the bottom navigation bar. This will open the Settings page. Under “Settings” you will find “Alerts”. Click on Alerts and switch the toggle to off for those alerts that you wish to no longer receive. A green toggle means push notifications are turned on and a grey ones means they are turned off. Make sure to click “Save” at the bottom as otherwise your settings won’t be saved.

    Please note that there are two Alerts that you won’t be able to turn off. One is a reminder for upcoming orders (24 hours prior) and the other is a reminder to confirm an unconfirmed order (48 hours prior to delivery).

  • Can I delete Alerts from my screen?

    Yes, you can delete an Alert by swiping right (iOS) or left (Android). This will display a garbage bin icon that you need to click in order to delete the Alert.

  • I can’t see any Alerts / Push Notifications. What can I do?

    Make sure that both Push Notifications and Alerts under “More” are turned on.

    If this does not help, for iOS, go to your phone settings and find the Holcim Track My Order app. Click on notifications and turn on “Allow Notifications”, “Show in Notification Centre”, “Show on Lock Screen” and select “Banners in the Alert Style”.

    For Android,  go to your phone’s Settings, navigate to Apps and select the Holcim Track My Order app. Click on Notifications and make sure that “Block all” and “Show silently” are both turned off. If available, “On lock screen” should be set to “Show all notification content”.

Other

Thank you for using Holcim Track My Order App

If you have further questions, please contact us at [email protected]