---
title: "Passenger App order issue: “Third company” or “Outside operational area”"
description: "Learn about solving a common issue in the Passenger app"
url: https://help.light.onde.app/en/articles/104-passenger-app-order-issue-third-company-or-outside-operational-area
collection: "Pilot program with Passenger Apps"
updated: 2026-11-02
language: en
alternates: [es]
---

# Passenger App order issue: “Third company” or “Outside operational area”

Learn about solving a common issue in the Passenger app

We’ve noticed that some partners face issues when placing orders through the Passenger App.  
  
If you see messages like:

-   **“The order will be completed by a third company”**  
    
-   **“Your order/address is outside the operational area”**
    

![Pickup location map screen shows a selected pin near Hermosa Floresta and a notice that service is unavailable in this area. Visible: Sin servicio en esta zona, Puedes intentar con otra dirección, HERMOSA FLORESTA, Confirmar el punto de recogida.](https://staticfiles.gleap.io/helparticle/20261029135414_8100.jpg)

Please check the settings below. In most cases, one of them is the reason.

**Step 1: Make sure your company is in Live (Production) mode** 

The Passenger App works properly only in **Live (Production)** mode. If your company is still in **Demo** mode, orders may not work as expected.

**Step 2: Check that orders are enabled (Instant + Pre-booking)**

In your settings, please confirm that both pre-booking and instant orders are enabled.

Path: **My hub → Services** → Choose a service type

![The Edit service modal shows Car route settings, with red outlines around the Preorders and Instant bookings dropdowns. Visible: Edit service, Car route, Preorders \*, Instant broadcast, Immediately send the jobs out to drivers, Minimum period for preorder (hours) \*.](https://staticfiles.gleap.io/ghelparticle/m4KE1qC6dZ6SDYcVzJdvstt1suGi4qZY4XKvLTNcqIO7gQEfoT5p7zSyq4go1w1QeBWktuMZ10i.png)