LoadLatch Support

I can't sign in.

Check that you're using the exact email and password your company gave you. Passwords are case-sensitive. If it still won't work, your company may need to reset your account — email us and we'll help.

The scanner won't open, or the screen is dark.

LoadLatch needs camera access to scan. If you previously declined it, turn it back on in your device: Settings → LoadLatch → Camera. Then reopen the app and tap Scan BOL again.

I got a "Blurry scan" message.

The app flags scans that look too blurry to read for invoicing. Tap Retake and try again — hold the phone steady, make sure the document is well-lit and flat, and let the scanner focus before it captures. If you're sure the scan is fine, you can choose Use anyway.

My bill of lading has two (or more) pages.

Scan each sheet in the scanner. All the pages are stored together as a single document, and you'll see "Page 1 of 2," "Page 2 of 2," and so on when it's done.

Some of the details look wrong after scanning.

That's okay — the extracted fields are a starting point, and your company reviews and corrects them before they're used. The most important thing is that the image is clear and complete. If a scan is cut off or unreadable, scan it again.

Where do my scans go? Who can see them?

Your scans are business records that belong to your employer or carrier. They're sent securely to your company, where authorized staff review them. See our Privacy Policy for full details on what we collect and how it's handled.

The app showed an error or a "Something went wrong" screen.

Tap Try again to reload. If it keeps happening, close and reopen the app. If the problem continues, email us with a short description (and a screenshot if you have one) and we'll look into it.

Does LoadLatch work on iPad?

Yes. LoadLatch runs on iPhone and iPad.

How do I delete my account or data?

You can delete your own account at any time, from inside the app — you don't need anyone's permission. See Delete your LoadLatch account for the steps, and for what to do if you can't sign in. Note that the scans themselves are your company's business records, so deleting your account removes your access and personal details rather than the documents your employer owns.

Connecting QuickBooks Online.

An administrator connects it from Setup: LoadLatch asks Intuit for access, you approve it inside QuickBooks, and you choose the product or service item invoices should use. If you bill under more than one business, connect each one's books separately. Every invoice is raised in the books chosen for that customer, and the connections never mix — a customer can exist in two of your companies and be billed from whichever one sold the freight.

One invoice per load, or one for the month?

That is set per customer. A customer set to per-load gets a separate invoice for each bill of lading; a customer set to consolidated has their loads gathered onto one invoice when the period closes. The button says which it is about to do before you press it.

What gets attached to the invoice?

The signed bill of lading, as a PDF, plus any rate confirmation filed against that load. Paperwork filed after the invoice is raised has to be added in QuickBooks by hand.

The customer says the paperwork never arrived.

The scans are attached to the invoice in QuickBooks either way, but email has a size limit — around 25 MB at most mailboxes, and attachments grow by about a third in transit. When a load's paperwork is heavier than that, LoadLatch says so before you send and leaves the scans off the message rather than letting it bounce silently. Download the packet from the invoice and send it separately.

Who did the invoice go to?

Every send is recorded against the invoice with the address and the time. You can send to several addresses at once, and addresses used for a customer before are offered back the next time you invoice them. Note that QuickBooks reporting an invoice as sent means Intuit accepted it for delivery, not that it reached the inbox.

We raised that invoice by hand in QuickBooks.

Mark the loads invoiced in LoadLatch and they leave the worklist. LoadLatch does not go looking through your books for invoices it did not create, and it never changes or deletes one.

Disconnecting QuickBooks.

Disconnect from Setup in LoadLatch, or from Apps inside QuickBooks. Either way access stops immediately and our copy of the credentials is deleted. Invoices already created stay in your books — they are your accounting records.