FAQ

Q. How can i reset the my password ?

Ans. To reset your password, please click the "Forgot Password" link in the App Sign In page. You’ll automatically receive an email with a link to confirm.

Q. How can i update my profile info ?

Ans. To update your email address or phone number, please navigate to “ Profile” and save the changes.Please note that it's very important to update your current details for any case of emergency.

Q. Why am I unable to receive any emails sent by Autoryder?

Ans. There can be various reasons for which you may not be receiving any of our emails. To resolve the issue you may: • Check the ‘Spam’ or ‘Junk’ folder of your email account to verify that our emails are not flagged as spam or junk messages • Visit your app profile to verify that you have provided correct email address for your app account • Contact us and confirm your email for further assistance

Q. What should i do if device shows “Network Error”?

Ans. If your device shows “Network Error”, try disabling its WiFi connection. Some wireless networks interfere with the app's connection to our servers. If you continue to experience issues, go to Settings and tap General. Then, tap Reset and Reset Network Settings.

Q. What is the procedure for payment?

Ans. • After you create an account, you can choose an option for the payment method. You can either pay through a debit/credit card or in cash. • For making a payment through a debit or credit card, provide your card details to PayPal. Your card details will be stored securely by PayPal and are to be only used for current and future payments, under your authorisation. • You can make cash payments directly to your driver at the end of your trip in accordance with the received invoice.

Q. How can i update payment information?

Ans. Open the main menu in the top corner of the app , 1. Tap payment options 2. Add new card 3. Put card details manually or scan you debit/credit card automatically by following the instructions.

Q. What if I want to tip the driver?

Ans. If you want to tip your driver, inform him of the amount you will be giving as tip. You will have the option to add the tip to your final fare at the end of the trip and you are to immediately receive an invoice authorising you to tip the driver. You may also rate your driver.

Q. How can i settle an outstanding balance in my account ?

Ans. If a charge to your card is declined, your account may endup withan outstanding balance which prevents you taking further rides. To settle an outstanding balace 1. Open the main menu in the top corner of the app 2. Tap payment options 3. Add new card 4. Navigate to “Trip History”

Q. What is the authorization charges ?

Ans. In order to verify your payment method, we issue a small authorization hold to your bank account. This amount is never actually charged to your account, but you may see it as “pending “. All authorization holds are voided within a few business days, depending on your bank’s policy.

Q. What should i do if i can Identify an unknown charge?

Ans. Please contact us as soon as possible to investigate the transaction.

Q. Do i need to pay any additional charges ?

Ans. There is no registration charge or hidden fee. Passenger will only page what traveled.

Q. What is the booking procedure?

Ans. The steps for booking a ride through the app are explained below: • On launch, the app automatically detects your location through GPRS and Wi-Fi. However, you may also enter your exact address and postcode in the pickup location box, at the time of booking. You may also do by dragging the map to the pin. • Enter your destination address and postcode in the drop off location box. Here too, you have the option of dragging the map to the pin. • Following these steps you will be presented with the estimated time of arrival of your driver to your current location, as well as the estimated fare. • Next, select a vehicle for your commute. Available vehicle options include saloons, MPVs, execs and taxis. • Tap on your chosen vehicle option to view the rate and size of the vehicle. • Tap on ‘Go’ to confirm your request. • You may also provide a promotional code if you have one. This is optional. • Tap on ‘Confirm’ to confirm your booking.

Q. How can I book a trip through my trip history?

Ans. • Navigate to calendar • Select the date for which you had booked a trip to the concerned destination in the past, to view trip history • Select the concerned destination in trip history to view further details • Tap on the book again button to place a booking again

Q. How can I view my trip history for a particular day?

Ans. • Navigate to ‘past bookings’ tab. • Tapping on the ‘past bookings’ tab, you can view a calendar. • Move the calendar forward and backward by tapping on the triangular arrows placed at the top of the calendar. Scroll through the calendar and tap on the date for which you want to view the trip history. • A table is presented to you, detailing about all the trips and relevant fares for that particular date.

Q. How can I view the details of any of the trips listed in the trip history for a particular day?

Ans. Tap and select any of the presented destinations in the trip history for a particular date to view its details. Trip details usually include booking time, destination, amount and mode of payment and trip ID.

Q. Can I save an address to which I frequently travel?

Ans. You can easily categorise and save addresses in the ‘favourites’ section. Hence, the next time you want to book a trip for the same address, go to your favourites and make a request directly.

Q. How can I book a trip using favourites?

Ans. • Go to the favourites section • Tap on the ‘book again’ icon for the concerned destination • Place a booking

Q. How can I cancel my trip?

Ans. On the confirmation page you will find a ‘cancel’ button just beside the phone sign. Click that button if you want to cancel your trip and then choose the reason for cancelling. Your trip will then be cancelled.

Q. In case of cancellation of a booking, would I still be charged?

Ans. • If you cancel a booking within five minutes of making the initial booking, you will not be charged with any amount. • However, if the cancellation time exceeds five minutes after you have made your initial booking, you are to be charged with a fee to compensate for the driver’s time • Please note that you are not to be charged anything if you cancel a booking and the driver is running more than five minutes behind the provided estimated time of arrival

Q. What is the procedure to book a ride while I am at the airport?

Ans. The procedure to book a ride from the airport is similar to making a standard booking through the app. It is advised that you make a booking after you have collected your luggage form the baggage claim. • Your driver will then contact you through a message or a call to verify your pickup location • As it is not possible for drivers to leave the vehicles unattended at the airport, you will be required to walk up to the airport kerbside to access your booked vehicle • Pricing information about rides from the airport is available on our webpage.

Q. How can I verify that my request has been accepted?

Ans. Your request is immediately transferred to the nearest driver. As soon as your request is accepted by the driver, you will be able to view the driver’s details, car model and license plate number on your phone.

Q. How will I be informed of the driver’s arrival?

Ans. The app has a tracking functionality which allows you to keep a track of your driver’s movements and location. As soon as a driver reaches your pickup destination, he will send you a message informing you of his arrival.

Q. How long will the driver wait for me after his arrival?

Ans. Under normal circumstances your driver will wait for 5 minutes. However, if you want your driver to wait a little longer you can inform him and he will wait for 5 more minutes. In case you need the driver to wait for more than ten minutes, you may request another booking. Please note that if you decide to cancel your booking 5 minutes after confirming it, you are to be charged with a cancellation fee.

Q. How much luggage can I carry?

Ans. The amount of luggage you can carry will depend on the type and size of the vehicle that you order. You will get this information on the set location page when you click on the ‘car type’ icon.

Q. Can I travel with my pet?

Ans. When you are booking the trip, it is recommended that you leave a note for the driver saying you want to travel with a pet. Whether you are able to bring along your pet or not, will depend on the driver of the vehicle.

Q. What if I want to change my destination midway through the trip or want to stop over at some point?

Ans. You may change your destination midway through the trip. In such a case, make sure to inform your driver of your new destination address. You may also stop over at some point in between. Please note, that as soon as you will make a stop the driver will start a stop watch to time your stop. Resultantly waiting charges will be added to your final invoice.

Q. What if my pick up location changes before the driver arrives?

Ans. In case of a change of your pick up location or any other relevant issues, please contact your driver to inform him of the changes. You may do so by tapping the arrow placed beside his information in the app.

Q. When travelling as a part of a group, in what ways can I split my fare with those accompanying me?

Ans. This app can also help you split fare with others fairly and accurately. Once you have confirmed a booking: • Tap on the icon for ‘split fare’, situated right next to the driver’s information. • Provide relevant details about those with whom you are travelling • They will be notified of your request to split the fare • The fare will be split equally among all once the notified individuals accept your request

Q. Why am I unable to receive any emails sent by you?

Ans. There can be various reasons for which you may not be receiving any of our emails. To resolve the issue you may: • Check the ‘Spam’ or ‘Junk’ folder of your email account to verify that our emails are not flagged as spam or junk messages • Visit your app profile to verify that you have provided correct email address for your app account • Contact us and confirm your email for further assistance

Q. Can I use this app to book a trip on behalf of my friends or family?

Ans. To book a trip on behalf of your friends and family, provide their location and inform the driver of their names and contact numbers. You may also invite them to download and use this app and benefit from a reward in return.

Q. What are the benefits for using this service?

Ans. • Centralized billing: one payment source link to all employees.