Before troubleshooting, confirm your system meets the minimum requirements: Weighsoft 5.543 or higher and Android App 9.26 or higher. Check your version at Administration > About.
1. DWT menu is not visible
If the Digital Waste Tracking menu option is not visible, DWT must be enabled at the system level and the user must have the correct permission.
Enable DWT system-wide
Go to Administration > Settings > General.
Click Digital Waste Tracking.
Enable the option 'Enable Digital Waste Tracking'.
Log out and back in.
Grant user permission
Go to Administration > Lookups > Users.
Select the user.
Open the Permissions tab.
Enable 'Show Digital Waste Tracking'.
Ask the user to log out and back in.
2. Where to enter DEFRA credentials
Credentials must be entered at the correct level. Weighsoft checks in the following priority order: Company record → Default company → System settings. If credentials are missing at the company level, Weighsoft falls back to system-level credentials.
Single-company setup
Go to Administration > Settings > Digital Waste Tracking.
Enter your Organisation ID, Client ID, and Secret.
Multi-company setup
Go to Administration > Lookups > Companies.
Select the relevant company.
Open the DWT tab.
Enter the DEFRA credentials for that company.
Important: Your Organisation ID, Client ID, and Secret are issued by DEFRA — not generated by Weighsoft. If you have not received these, register for a DEFRA Digital ID via the Qualtrics registration form. See the DWT Overview article for the registration link.
3. Records showing as 'Pending'
'Pending' means the DWT record has been created in Weighsoft but has not yet been picked up by the Weighsoft Application Service. The service polls the queue every few minutes.
If records remain in Pending status after several minutes:
Confirm the Weighsoft Application Service is running on your server.
To manually resend a record: go to Administration > Transactions, select the transaction, and use Functions > Resend to Digital Waste Tracking.
Check the result at Administration > Digital Waste Tracking.
4. Records not being sent to DEFRA — troubleshooting checklist
Work through the following checks in order:
Confirm the Weighsoft Application Service is running.
Check credentials are entered in the correct priority order (company record first, then system settings). Ensure there are no extra spaces.
Verify the 'Create DEFRA Digital Waste Tracking ID' account flag is enabled (see Section 5).
Check waste activity codes: the Outlet code should be W (Waste In) and the Product code should be W or Z.
To test a manual resend: Administration > Transactions > select record > Functions > Resend to Digital Waste Tracking.
Check Administration > Digital Waste Tracking for pending or failed records.
Note: The Transactions list does not show DWT submission failures. To see failure details, open the individual transaction and check the DWT record, or use 'View Submission'.
5. The 'Create DEFRA Digital Waste Tracking ID' account flag
Each account requires the 'Create DEFRA Digital Waste Tracking ID' flag to be enabled before jobs from that account are submitted to DEFRA.
If the flag is unticked, Weighsoft will not create DEFRA tracking entries for jobs under that account.
New accounts have this flag enabled by default.
Accounts that existed before DWT was introduced may have the flag disabled — these will need to be enabled manually.
Weighsoft 5.544 includes a bulk update function to enable this flag across multiple accounts at once.
6. Submission timing — the 2-working-day rule
DEFRA requires waste movements to be submitted within 2 working days of the waste being received on site.
The 2-working-day window starts the day after waste is received on site — not when the ticket is completed. Example: waste received on Monday must be submitted by Wednesday midnight.
The initial DEFRA submission is triggered when a job is assigned to a vehicle and a tip outlet is selected on the scheduler.
Completing the weighbridge ticket sends an update to the existing DEFRA record.
Any subsequent edits to the transaction send further updates — they do not create new records.
7. DWT records not appearing in the list
The DWT page filters records by Sent Timestamp — not by the original job or ticket date. If you have adjusted the From/To date range and expected records are not showing, widen the date range to include the date the submission was actually sent.
8. How DWT decides which transactions to include
DWT uses the same EWC code, outlet, and address matching logic as the Waste Return Report. For a full explanation of how Weighsoft matches transactions against Waste Activities — including worked examples and how to resolve exceptions — see the article: Waste Return Report Exception: D&R Code is not mapped for Transaction.