Frequently Asked Questions (FAQ) for Drivers

Find quick answers to common questions about driving with us.

Account & App Management

1. How do I log in to the driver app?

   Use your registered email or phone number and password to log in. If you forget your password, use the "Forgot Password" option.

2. How do I update my personal information (e.g., phone number, address)?

   You can update most personal details directly in the driver app's profile section. For sensitive changes like name or driver's license, you may need to contact support with verifying documents.

3. My app is crashing/not responding. What should I do?

   First, try restarting the app. If that doesn't work, clear the app's cache (in your phone settings) or reinstall the app. Ensure your phone's operating system is up to date. If issues persist, contact support.

4. How do I go offline/online?

   There's usually a prominent button or toggle on the main screen of the driver app to switch between online (available for rides) and offline (unavailable) status.

5. How do I change my vehicle information?

   Vehicle updates typically require submitting new documentation (e.g., registration) through the app's vehicle section or by contacting driver support.

6. What are the requirements for my vehicle?

   Vehicles must meet specific age, model, and condition requirements. These are usually outlined in your initial onboarding documents or can be found in the app's help section.

7. How do I contact driver support?

   You can usually contact support through the "Help" or "Support" section within your driver app, via phone, or email. Check the app for the most direct contact methods.

8. Can I drive in multiple cities/regions?

   This depends on local regulations and company policy. You may need to register or enable driving in additional service areas through your app settings or by contacting support.

Rides & Passengers

9. What if a passenger is not at the pick-up location?

   Wait for the designated grace period (e.g., 5-7 minutes). Attempt to call or message the passenger through the app. If they don't show up, you can cancel the ride and may receive a cancellation fee.

10. How do I verify a passenger's identity?

    Always confirm the passenger's name and the destination with them before they enter the vehicle. Do not start the trip until you have verified.

11. What if a passenger requests an unscheduled stop?

    Politely ask them to add the stop via the app's "add stop" feature. This ensures accurate fare calculation and proper tracking of the trip.

12. What if a passenger wants to change the destination mid-trip?

    Ask the passenger to update the destination in their app. This will automatically adjust the fare and route in your app.

13. Can I refuse a ride?

    You can refuse a ride if you feel unsafe, if the passenger is an unaccompanied minor, or if they violate company policies (e.g., bringing prohibited items). Always report the reason for refusal to support.

14. What if a passenger leaves an item in my car?

    As soon as it's safe, pull over. Contact the passenger through the app. Follow the lost and found policy, which usually involves arranging a return or dropping it off at a designated location.

15. How do I handle a disruptive or rude passenger?

    Stay calm and professional. Politely ask them to cease the behavior. If it continues or you feel unsafe, end the ride at the nearest safe location and report the incident to support immediately.

16. What is the policy on unaccompanied minors?

    Passengers must be 18 years or older to ride alone. You must politely decline rides for unaccompanied minors and cancel the trip, reporting the reason to support.

17. Can I bring pets in my car?

    Only service animals are generally allowed. For other pets, it's at your discretion and should be agreed upon with the passenger prior to the ride. Some platforms offer a "pet-friendly" ride option.

18. What if a passenger is intoxicated?

    You can decline a ride if a passenger is excessively intoxicated and you deem them a safety risk. However, you cannot discriminate against passengers who have consumed alcohol but are not a safety hazard.

19. How do I handle a passenger who smokes in my car?

    Politely inform them that smoking is not allowed in your vehicle. If they refuse to stop, you can end the ride safely and report the incident to support, which may result in a cleaning fee.

20. What if a passenger asks for my personal contact information?

    Politely decline and explain that all communication and bookings must go through the official app for safety and policy reasons.

Payments & Earnings

21. How do I receive my earnings?

    Earnings from online/card payments (Paywise, Endcash) are typically deposited directly into your linked bank account on a set schedule (e.g., daily, weekly). Cash payments are collected by you directly from the customer.

22. When are payouts processed?

    Payout schedules vary but are usually daily or weekly. Check your app's "Earnings" or "Wallet" section for specific payout dates and times.

23. What if a cash-paying customer doesn't have enough money?

    Refer to the "Payment Options & Processing" section in your training manual. For small discrepancies, you might waive it; for larger, suggest an ATM or contact support immediately while the customer is present.

24. How are tips handled?

    Tips given through the app are usually added to your total earnings. Cash tips are yours to keep entirely.

25. How do I dispute a fare or payment issue?

    Use the "Help" or "Support" section in your app to report fare discrepancies or payment issues. Provide all relevant details (ride ID, date, time, issue description).

26. What are the commission rates?

    Commission rates are deducted from online/card payments and vary based on your agreement. Details are available in your driver contract or earnings summary in the app.

27. How does Paywise/Endcash payment processing work for drivers?

    The customer's card is charged directly by the platform via Paywise/Endcash. You do not need a separate terminal; the payment is automatically processed when you end the trip in the app.

28. Can I request upfront cash payment?

    Yes, for safety reasons, you are permitted to request and accept cash payment upfront for cash-booked rides if you choose.

Safety & Emergencies

29. What should I do in case of an accident?

    Ensure everyone's safety first. Move to a safe location if possible. Check for injuries. Call emergency services (police, ambulance) if needed. Exchange information with other parties. Report the accident to rideshare support immediately.

30. How do I report a safety concern about a passenger?

    Use the "Report Incident" feature in the app or contact driver support directly. Provide detailed information about the passenger and the incident.

31. What if I feel unsafe during a ride?

    Prioritize your safety. Drive to the nearest safe, well-lit public area and end the ride. If necessary, contact emergency services. Report the incident to support immediately after.

32. Is there an emergency button in the app?

    Many rideshare apps have an in-app emergency button that connects you directly to emergency services or a safety team. Familiarize yourself with its location.

33. What are the rules regarding weapons in my vehicle?

    Generally, carrying weapons while driving for rideshare is prohibited unless legally mandated and explicitly approved by the company. Check your specific driver agreement.

34. How often should I check my vehicle's condition?

    Perform a quick visual inspection (tires, lights) before every shift. Conduct more thorough checks (fluids, brakes) regularly as part of your routine maintenance schedule.

Cancellations & Ratings

35. How do I cancel a ride?

    In the driver app, select the active trip and choose the "Cancel" option. Select the appropriate reason from the list provided.

36. What is the cancellation policy for spontaneous rides?

    You typically have a very short grace period (1-2 minutes) to cancel without penalty. After that, frequent cancellations can affect your metrics. If a passenger is a no-show, you can cancel and may receive a cancellation fee.

37. What is the cancellation policy for scheduled rides?

    You usually have a longer window to cancel without penalty (e.g., until 30-60 minutes before pickup). Cancelling closer to the time may incur penalties unless there's a valid, reported reason.

38. How do driver ratings work?

    Passengers rate you after each ride. Your overall rating is an average of these ratings. High ratings are crucial for maintaining your account status. Low ratings can lead to warnings or deactivation.

39. Can I dispute a low rating?

    You can report incidents that led to a low rating to support, providing details. While individual ratings are rarely changed, consistent issues can be reviewed.

40. What happens if my acceptance rate is too low?

    A consistently low acceptance rate can lead to warnings, reduced ride offers, or even temporary account suspension, as it indicates unreliability.

Still have questions or need further assistance?

Thank you for being a valued member of our driving team! Drive safe!