A driver hasn't received their questionnaire — what do I do?

Right, a driver's telling you they haven't seen their medical questionnaire? Let's get this sorted. Usually, it's one of these quick checks:

1. First stop, the driver's row on the Medical tab. Take a look at their last assessment. If it shows "sent" with a recent date, the email was definitely queued up. If that date is more than a few minutes ago and it's still missing, tell them to poke around their spam/junk folders. It's surprising how often they end up there.
2. Quick one: Double-check the email address on their user profile. Trust me, a typo here is the number one culprit for missing emails.
3. Heads up — check your organisation's medical tier. You'll find this under Company Settings → Medical. If you're on Tier A, it won't send questionnaires. They're only issued for Tier B or C.
4. If all else fails, or the driver simply can't find the first one, click "Send re-assessment" on their row. This will issue a brand-new questionnaire with a fresh link. The original link is still valid for 14 days from its initial send, but a new one is often a friendlier option when the first email has gone walkabout.

Just so you know, we can't actually re-email a previously sent link in its original form. That's because we only store a secure hash of it, not the link itself. If a re-issue isn't quite right for the situation, then it's time to contact support.

Now, if you've got a whole bunch of drivers missing emails all at once, that's a different beast. In that scenario, it's worth digging into the operator-side email delivery. The Firestore "mail" collection feeds an email extension that can sometimes fail silently, especially if the SMTP credentials have changed.

Keeping your fleet compliant is a breeze when DDIR handles the heavy lifting for you.