Troubleshooting Customers

Running into issues with your customer list? Here are solutions to the most common problems.

Duplicate customers

Symptom: You see two or more customer records for the same person.

Why it happens: Driive matches customers by email and phone number within your organization. Duplicates usually appear when the same person reaches out with different details — for example, they booked online with jane@gmail.com but later called in from a work number Driive had never seen.

How to fix it:

Decide which record you want to keep (usually the one with more appointment history).
Open the duplicate and note anything worth saving — tags, notes, or contact details.
Update the primary record with any missing information.
Archive the duplicate. It disappears from your list but stays restorable if you ever need it.

Tip: Driive blocks manual creation of a customer whose email or phone already matches an existing record, so duplicates from hand entry are rare. To prevent the rest, encourage customers to book with the same email or phone each time.

Customer not appearing in the list

Symptom: You know a customer exists, but you can't find them on the Customers page.

What to check:

Turn on Show archived. If the customer was archived, they're hidden from the default view. Flip the Show archived toggle in the filter bar — archived customers appear with an Archived badge, and you can open them and choose Unarchive Customer to bring them back.
Clear your filters. Active status or tag filters narrow the list. Click Clear filters and search again.
Search by email or phone, not just name. The customer may have been saved under a different name variation (e.g., "Bob" vs. "Robert").
Check the request or appointment. If they came in through a booking, open the request or appointment — the linked customer is right there.

Address won't save

Symptom: You typed the customer's address, but Driive shows "Select an address from the suggestions" and won't save.

Why it happens: The address field is powered by address autocomplete, and Driive only stores addresses confirmed from the suggestion list. That's what guarantees a complete, verified address for service-area checks and drive-time scheduling. Typed text that was never confirmed — or edited after being confirmed — doesn't count.

How to fix it:

Click into the address field and start typing the address.
Pick the matching entry from the dropdown suggestions. You'll see it confirmed with a check.
Save. If you change the text afterward, just pick a suggestion again before saving.

Can't delete a customer

Symptom: You want to remove a customer but can't find a delete option.

What to know: Driive doesn't delete customers — it archives them. Open the customer, click the ⋯ menu, and choose Archive Customer. The customer is hidden from the customer list, but you can restore them anytime with Unarchive Customer. Archiving keeps every appointment, tag, and note intact, so your history is never lost — even for customers you'll probably never hear from again.

Customer shows the wrong status

Symptom: A customer still shows as "Lead" even though they've booked, or shows as "Customer" when they shouldn't.

What to check:

Was an appointment actually scheduled? Driive promotes a Lead to Customer when an appointment gets a confirmed time. An appointment that's still Needs Scheduled — or a request that never became an appointment — won't trigger the promotion.
Check for manual changes. Anyone on your team can change the status from the pill on the detail page, so a teammate may have set it deliberately.
Update it yourself if needed. Click the status pill on the customer's detail page and pick the right status — see Customer Statuses.

Search not finding a customer

Symptom: You know a customer exists but the search bar isn't returning them.

What to try:

Search by email or phone — These are the most reliable ways to find someone.
Check for typos — A misspelled name at intake will affect name search.
Clear filters and check Show archived — Active filters narrow results, and archived customers are hidden by default.
Check the right organization — If you belong to multiple organizations, make sure you're viewing the correct one.

Still stuck?

If none of these solutions resolve your issue, reach out to our support team with:

The customer's email address or phone number
A description of the expected vs. actual behavior
Screenshots if available

We'll help you sort it out.

Customers Overview — How customer management works end to end.
Adding and Editing Customers — Creating, updating, and archiving customers.
Customer Statuses — How statuses are assigned and changed.