Help and support

For tradespeople

I'm on call but my van isn't on the map

A few of these are deliberate. Your van is never shown within 400 metres of your own base, or anywhere inside a privacy zone you have set, and it stops moving on the map once you have been parked for a while — customers see “on a job” instead. Away from those, check the app still says ON CALL, that your phone has signal, and that battery saving is turned off for HailVan. If it has been more than ten minutes with none of the above true, message us.

My Live! minutes ran out

The Free package includes a set number of minutes of live sharing each day. When they are used up, sharing stops until midnight — that is the rule working, not a fault. The My package screen shows what you have left. Paid packages have no daily limit.

My photos or work posts haven't appeared

Everything uploaded is checked by a person before it goes on the public site, so there is a short wait. Your own screens show the status of each item. Anything not approved will be explained if you ask.

I can't sign in, or I've been signed out

Use Forgotten your password? on the sign-in screen. Accounts are created by us rather than signed up for, so if you have never had a password, email us and we will send you a link to set one.

I want to change my details, or close my account

Business details, photos and your privacy zone are all editable in the app, and on the web at the trader portal. To close your account and have your data deleted, email hello@hailvan.com from the address your account uses and we will confirm once it is done.

For customers

How accurate are the van positions?

Deliberately approximate. Every position on the map is offset from the tradesperson's real location — enough to show you who is genuinely nearby, never enough to pinpoint the job they are on or the house they are at.

A tradesperson didn't answer, or the work was poor

Tradespeople on HailVan are independent businesses — we show you where they are, we do not employ them or carry out the work (see our terms). Tell us anyway: we read every message, and repeated problems affect whether a business stays on the map.

Do I need an account?

No. Searching and calling need no sign-up, and we do not ask for your name, email or phone number.

Privacy and data

What we collect and why is set out in full for customers and for tradespeople using the app. For anything about your data — a copy of it, a correction, or deletion — email hello@hailvan.com.

Who you are contacting

HailVan Ltd (registered in England and Wales, company number 17408648), 27 Barnfield Crescent, Manchester, M33 6WJ.