# Top 15 Keypoint FAQs

10 minute to read

1. **I have a new employee. What information is needed to set them up?**  
If you are a **Keypoint Anywhere** customer, email the following to **keypointsupport@dat.com**:
   - First and last name
   - Email address
   - Phone number  
   The user must also be set up in **System > Utilities > Security Maintenance**. This is typically done by your Keypoint administrator. For help, contact **keypointsupport@dat.com** or **800-728-7305**.  
   If you are a **Keypoint Enterprise** customer, only the setup in **Security Maintenance** is required.  
   **Note:** _The request must come from someone with **Change Authority** on your Keypoint account._

2. **I can’t log into Keypoint. How do I fix it?**  
   **Keypoint Anywhere**  
   If your password is not working at **[https://login.keypointanywhere.com](https://login.keypointanywhere.com/)**, it may be:
   - Disabled due to inactivity
   - Locked after too many attempts
   - Entered incorrectly  
   Contact **keypointsupport@dat.com** if needed.

If the issue is on the **Windows Security** screen:
   - Use your **Keypoint Anywhere password** (same as the website)
   - Confirm you are using the correct **Keypoint Anywhere username**
   - If prompted for a PIN, select **More choices** or **Use a different account** and enter your credentials
   - Do **not** enter an email—use your username only  
   If the login is stuck on **Connecting**, your session may be disconnected. Contact **keypointhw@dat.com** or **800-728-7305**.  
   If you reach the **Keypoint TMS login window** and cannot log in, contact your **Keypoint administrator**.  
   **Keypoint Enterprise**  
   - If you cannot log into Remote Desktop, contact your **IT team**
   - If you cannot log into Keypoint, contact your **Keypoint administrator**

3. **My Keypoint Anywhere session is frozen. What should I do?**  
   Your session may be disconnected. Contact **keypointhw@dat.com** or **800-728-7305** to reset it.

4. **I get an error sending a tracking request to Trucker Tools. How do I fix it?**  
   This issue is almost always caused by one of the following:
   - A city is missing from **Points Maintenance** in Keypoint
   - A pickup or delivery city name is misspelled
   - A city name includes unusual punctuation or an extra blank space  
   **Step 1: Check the city names on the order**  
   Review the spelling of the **Pickup** and **Delivery** city names on the order.
   - Make sure the spelling is correct
   - Check for punctuation or an extra blank space after the city name  
   If needed, correct the city names and try sending the tracking request again.  
   **Step 2: Check whether the city exists in Points Maintenance**  
   If the city names are correct, go to **Records > Points Maintenance** in Keypoint.
   1. Enter the **state code** for the city, such as **TX** for Texas
   2. Enter the **city name**
   3. Press the **Tab** key  
   If the city does not appear, you will need to add it as a new point in Keypoint.  
   **Step 3: Find the city coordinates in Google Maps**  
   1. Go to **Google Maps** at **[https://www.google.com/maps](https://www.google.com/maps)**
   2. Search for the city  
   3. Once you find it, right-click on the city  
   4. A set of GPS coordinates should appear at the top of the window  
   **Step 4: Convert the coordinates**  
   The coordinates must be converted from **decimal degrees** to **degrees and minutes**.  
   Free online converters are available if you want help doing this. If you want to calculate it manually, take the numbers after the decimal point and multiply by 60 to determine the minutes.  
   **Example: Latitude conversion**  
   Example latitude: **37.20710375707501**  
   1. Identify the whole degrees
      - Degrees = **37**  
   2. Extract the decimal portion
      - Decimal = **0.20710375707501**  
   3. Multiply the decimal by 60 to find the minutes
      - **0.20710375707501 × 60 = 12.426225...**  
   4. Round to the nearest hundredth
      - **12.426** rounds to **12.43**  
   Final latitude: **37 degrees 12.43 minutes North**  
   **Example: Longitude conversion**  
   Example longitude: **-93.28972691719038**  
   1. Identify the whole degrees, ignoring the negative sign
      - Degrees = **93**  
   2. Extract the decimal portion
      - Decimal = **0.28972691719038**  
   3. Multiply the decimal by 60 to find the minutes
      - **0.28972691719038 × 60 = 17.383615...**  
   4. Round to the nearest hundredth
      - **17.383** rounds to **17.38**  
   Final longitude: **93 degrees 17.38 minutes West**  
   **Final coordinates example**  
   - **37 degrees 12.43' N**  
   - **93 degrees 17.38' W**  
   **Step 5: Add the point in Points Maintenance**  
   Open a blank screen in **Points Maintenance** and enter the following:
   1. Leave the **Country** code as **US**, or select **CA** if the location is in Canada
   2. Enter the **city name**
   3. In the **Longitude** and **Latitude** fields, enter the converted coordinates  
      **Note:** _Google Maps displays **Latitude first** and **Longitude second**, so be sure to enter them into the correct fields in Keypoint._
   4. Select the correct **Time Zone**
   5. Enter the **zip code range** in the **Low Zip** and **High Zip** fields
   6. Select **Update** to save the new point  
   Once the point has been added, you should be able to send the tracking request to Trucker Tools from the **Keypoint Check Calls** screen.

5. **How do I export a report to Excel?**  
   1. Enter report parameters  
   2. Change **Report Type** from **Report** to **File**  
   3. Click **Create**  
   Save the file to a folder like:  
   **This PC > C drive > 4Keypoint**

6. **How do I drop a carrier or void a load?**  
   1. Open **Change Load Status**:
      - Right-click the order in **Dispatch Control**, or
      - Go to **Operations > Utilities > Change Load Status**  
   2. Select **Status**  
   3. Set to **Void**  
   4. Click **Update**  
   The order returns to **Available**. The load number cannot be reused.

7. **I get a “400” error emailing a rate confirmation. How do I fix it?**  
   This is usually caused by an incorrectly formatted email.
   - Remove extra spaces or punctuation
   - Check the email in both the Rate Confirmation screen and the Carrier Record

8. **How do I reprint an A/P Check Remittance Statement?**  
   1. Go to **A/P > Inquiry > A/P Check Inquiry**  
   2. Find the check  
   3. Right-click and select **Preview Check Statement**  
   You can print or download the report.

9. **I get an error downloading a file from Keypoint Anywhere. How do I fix it?**  
   This usually means the file is being saved to the server instead of your computer.
   **Fix:**  
   1. Create a folder like **C:Keypoint** if needed  
   2. When saving, select:
   **This PC > C drive > 4Keypoint**  
   You can also save to Desktop or Documents, but it requires navigating deeper.

10. **How do I print a list of carriers?**  
   Go to **Records > Reports > Print Carriers**  
   For more data (MC, DOT, Federal ID):
   - Select **File (No Insurance)**  
   - Click **Create** to export to CSV

11. **How do I adjust an A/R invoice amount?**  
   1. Go to **A/R > A/R Adjustments**  
   2. Enter invoice number and press **Tab**  
   3. Choose:
      - **C (Credit Memo)** to decrease
      - **D (Debit Memo)** to increase  
   4. Enter amount
   5. Add description  
   6. Click **Adjust**  
   7. Go to **A/R > Post A/R Adjustments**

12. **How do I switch carriers but keep the load number?**  
   1. Open **Change Load Status**  
   2. Select **Carrier**  
   3. Enter the new carrier  
   4. Click **Update**

13. **How do I process a check without an invoice?**  
   Apply it to a **G/L account**:
   1. Go to **A/R > Cash Receipts**  
   2. Select **Carrier** or **Vendor**  
   3. Enter payment details  
   4. Go to **G/L Account** tab  
   5. Enter offset account  
   6. Enter amount as **negative**  
   7. Click **Apply**, then **Update**  
   8. Go to **A/R > Post Cash Receipts**

14. **How do I disable a user login?**  
   1. Go to **System > Utilities > Security Maintenance**  
   2. Change the password to something random  
   3. Move the user to a **No Access** group  
   4. Press **Tab** to save  
   For **Keypoint Anywhere**, also contact **keypointsupport@dat.com** to disable their login.

15. **How do I fix the wrong Bill To customer?**  
   - If status is **Available**, update directly on the order  
   - Otherwise, go to **A/R > Utilities > Change Bill To**  
   If already invoiced:
   1. Use **Un-Invoice**  
   2. Update Bill To  
   3. Re-invoice