This issue is caused by either an incorrect QR code (information in QR code does not match VIN) in the vehicle OR incorrect data being provided to Mentor via the Geotab that is installed in the vehicle. For this reason, I would recommend choosing your phone type below and download the QR Code Reader application.
After downloading this application, scan the QR Code in the vehicle in question. Compare the VIN displayed in phone with the VIN inside your driver side door or under the hood (in most vehicles).
If the VIN in your phone and the VIN on the vehicle match, the Geotab installed in the vehicle may be faulty, therefore causing your trip not to record.
If the VINs do not match, A new QR code can be requested by having your DSP send an email email@example.com.