GoHighway API Integration: Login, Credential & Data Troubleshooting

Overview

GoHighway (Highway) is a J. J. Keller–approved third-party API integration for Encompass®. It lets brokers and other partners pull ELD compliance and vehicle-tracking data directly from your Encompass account. This article walks you through the most common setup and data issues you can resolve yourself before contacting support — covering login/credential errors, missing or “no activity” data, and who to contact if the issue isn't on your end.

Before You Contact Support: Quick Self-Check Checklist

Run through this list first — it resolves the majority of GoHighway connection issues without needing a support ticket.

• Credentials match: Confirm you're using the exact credentials from your original setup email, not a guess or an old, saved password.
• Check for typos: Look closely for letter/number mix-ups — a capital “O” vs. the number “0”, or lowercase “l” vs. “1” — is the single most common cause of “Invalid Credentials” errors.
• Search for the encrypted email: Your GoHighway/API credentials arrive in an encrypted email from [e-mail]. Search your inbox and spam/junk folder for this sender.
• Unit setup: In Encompass, confirm the vehicle/unit is assigned to a connected ELD device, has a VIN on file, and is not marked with a Disposition (inactive) Date.
• Driver/Data Profile: Confirm the driver's profile is set to a Premium Driver Management Profile and the data profile begins with HOS Compliance & Performance. Units without this configuration will not send data to GoHighway.

“Invalid Credentials” or 401 Unauthorized Errors

This is the most common GoHighway login issue. Work through these steps in order:

1. Re-check the username, password, and CGRootID against the original setup email character-by-character (watch for O/0 and l/1).
2. Confirm you are pointing at the correct API endpoint/URL for your company — double check this against the setup email if you manage more than one J.J. Keller account or root.
3. If the credentials are correct and the error persists, your password may need to be reset. This is handled by our TS Implementation team, not general Support — email [e-mail] to request a reset and be ready to confirm you are the verified account administrator.
4. If you no longer have the original setup email, request a resend (see next section) rather than guessing at credentials.

Didn't Receive Your Credentials, or Can't Find Them

GoHighway credentials are sent one time, via an encrypted email, to the account administrator on file. If you can't locate that email:

• Check spam/junk folders for a message from [e-mail].
• Confirm with your team whether someone else at your company (a prior admin, a different department) may have received it instead.
• If you still can't locate it, contact J. J. Keller Support to have it resent. We can only resend credentials to a verified account administrator's email address, so please confirm your DOT/account number and admin email when you reach out.

GoHighway Shows “No Activity” or Is Missing Data

If GoHighway is connected but showing no data, or GoHighway support has told you to contact J. J. Keller, check the following in Encompass first:

• The unit/vehicle is assigned to an active, connected ELD device (not sitting unassigned).
• The unit has a VIN entered on its unit file.
• The unit does not have a Disposition (retired/inactive) Date set, if it should still be Active.
• The unit is showing correctly on your Encompass live map — if it isn't updating there either, the issue is on the Encompass/device side, not GoHighway.

If everything above looks correct in Encompass and the unit is mapping properly, the remaining issue is most likely on GoHighway's side — contact GoHighway support directly (see below) to confirm the connection on their end.

Getting an API Error, or Missing/Incorrect Data From the API

If you (or your IT/developer) are calling the API directly and getting an error, or the data returned is missing or wrong, please gather the following before contacting support — it significantly speeds up troubleshooting:

• The exact error message text.
• A screenshot showing both the API URL/endpoint you called and the error returned.
• Specific examples of what's missing or incorrect — unit codes, employee codes, and the date(s) affected.

With this information ready, contact J. J. Keller Support to open a ticket for review.

Who to Contact

J. J. Keller Support — For anything related to your Encompass account, unit/driver setup, or GoHighway API credentials:

• Phone: [phone]
• Email: [e-mail]

GoHighway Support — For issues confirmed to be on the GoHighway website/platform itself, once your Encompass-side setup has been verified:

• Phone: [phone], ext. 3
• Email: [e-mail]

New GoHighway Integration Requests — If you don't yet have GoHighway set up and want to request it, contact your J. J. Keller Sales Representative, or email:

• [e-mail]