Question 1

What is Tap to Pay and how can drivers use it?

Accepted Answer

Tap to Pay is a new payment feature integrated directly into your Allocab Driver app . It allows you to accept passenger payments easily and securely through contactless technology — no extra payment terminal required. 💳 What is Tap to Pay? Tap to Pay is a contactless payment method that works directly from your smartphone . Your passenger simply needs to tap their credit or debit card on your NFC-compatible phone to complete the transaction. ⚡ Key benefits Speed: instant payment that saves time at the end of the ride. Security: all transactions are encrypted; both your banking data and the passenger’s remain protected. Convenience: no need for an external payment terminal (TPE) — everything happens within the Allocab Driver app . ⚙️ How to activate Tap to Pay Make sure your smartphone is NFC-compatible. Open your Allocab Driver app. Go to the “Onboard Payment” section. Enable the Tap to Pay option and follow the on-screen instructions.

Question 2

What is the driver reliability rate and why is it important?

Accepted Answer

The reliability rate is a key performance indicator for your activity on Allocab . It reflects your consistency and commitment to the rides you accept. The higher your reliability rate, the more you gain access to premium ride opportunities . How is it calculated? Your reliability rate = 100 - redispatch rate (calculated over the last 30 days) 👉 Example: a 5% redispatch rate corresponds to a 95% reliability rate . A rolling 30-day average The calculation is not based on a fixed calendar month, but on your last 30 days of activity : Each day, the system updates your rate automatically. The oldest day is removed, and the current day is added. As a result, your rate evolves daily , even with consistent performance. Why is a high reliability rate important? A reliability rate of 95% or higher places you among the top 10% of Allocab drivers . You’ll enjoy priority access to rides in the Driver App marketplace: 48 hours in advance for rides in the Île-de-France region 96 hours in advance for rides outside Paris 👉 In practice: you’ll see some ride offers before other drivers do. How to improve your reliability rate Accept only rides you’re sure you can complete. Reduce redispatches by planning your availability ahead of time. In case of an emergency, use the “Request assistance” feature to initiate an administrative redispatch — this prevents your rate from being affected. 👉 Your reliability rate is displayed directly in your Driver App . It’s a key metric to track your engagement and maximize your earning opportunities .

Question 3

What is Allocab’s quality of service priority, and what role do partner drivers play?

Accepted Answer

At Allocab, quality of service is at the heart of our commitment to passengers. As a partner driver, you represent the company’s image and values with every ride. Your professionalism directly contributes to customer satisfaction and loyalty. Together, let’s maintain these high standards and continue striving for excellence. Expectations for Allocab drivers 1. Professional attitude in all circumstances Friendliness: warm welcome, politeness, and consistent courtesy Respect: always address passengers formally Punctuality: be at the pickup location at the scheduled time Proactive communication: call or text the passenger upon arrival Attentive service: open and close doors when appropriate 2. Neat and compliant appearance Professional attire: suit or equivalent outfit required Cleanliness: vehicle must be clean and tidy, inside and out 3. Safe and flawless driving Full compliance with traffic regulations Smooth and safe driving to ensure passenger comfort No personal phone calls during the ride

Question 4

How does onboard payment with a card terminal (TPE) work?

Accepted Answer

If you have a card payment terminal (TPE) and the option is activated in the Allocab Driver app, you can receive certain rides with the Onboard Payment option. Activating the TPE option Open the Allocab Driver app Go to Vehicle information Select Service options Enable the TPE (Card terminal) option Register a bank card linked to your driver account (required for activation) Note: Only one bank card is needed, even if you manage multiple vehicles. For fleet accounts, each driver using this option must register their own card. How an onboard payment ride works Before the ride: “Onboard payment” is visible in the ride details. During the ride: at drop-off, the app will remind you to collect payment. Payment: enter the amount on your TPE and process the transaction. Confirmation in the app: mark the payment as completed. End of ride: close the trip as usual.

Question 5

What are “Driver Meetings” and how do they work at Allocab?

Accepted Answer

At Allocab, we regularly organize Driver Meetings to connect with our partner drivers, share updates, and listen to feedback from the field. These dedicated sessions are key moments to: Present new features and ongoing projects Hear your real-world experiences and suggestions Discuss ways to improve the platform together Types of meetings Regional gatherings: our teams travel across France to meet with selected and invited drivers. Industry events and trade shows: opportunities to talk directly with the Allocab team on-site. How to participate Invitations are sent by email or in-app notification to selected drivers. Participation is by confirmation only , within the limit of available spots. What happens after? Your feedback always leads to tangible actions. During the latest auto show , your input helped accelerate Allocab’s transition to sustainable mobility — adding more hybrid and electric vehicles to our network. Following the last regional meeting , several suggestions resulted in improvements such as fare adjustments in specific zones and enhanced visibility of your performance metrics (punctuality, quality, number of rides) directly in the Driver app. These examples show that your voice truly matters — together, we’re building a stronger, more efficient, and driver-focused Allocab.

Question 6

What is the payment schedule for Allocab partner drivers?

Accepted Answer

Payments are made in two cycles, depending on the half-month worked: Rides completed from the 1st to the 15th → payment issued between the 1st and the 22nd of the following month . Rides completed from the 16th to the 30th (or 31st) → payment issued between the 16th of the following month and the 7th of the next month . In practice, this means the actual delay between the end of a work period and the payment can range from 3 to 5 weeks , depending on the payment cycle.

Question 7

How to leave feedback in Allocab's Driver app?

Accepted Answer

At Allocab, your feedback is essential to help us improve our services and better meet your needs. You can share your opinion directly from the Allocab Driver app in two main ways: NPS Driver (Net Promoter Score) The NPS allows you to indicate whether you would recommend Allocab to other drivers. The question appears in your app if you’ve completed at least one ride in the last 3 months. It’s only shown if your last NPS response was over 3 months ago. You rate Allocab on a scale from 1 to 10, and you can add a comment. SAT Driver (Satisfaction) The SAT surveys gather your feedback on specific aspects of your experience. The question appears as a simple thumbs up 👍 or thumbs down 👎, with an optional comment field. You might be asked about: A ride accepted in the marketplace A completed trip A call with customer support Information about a ride (address, timing, duration, etc.) When do these questions appear? No more than once a week Never twice on the same topic within 40 days Only in relevant contexts (end of a ride, administrative issue, passenger behavior, etc.) Why your feedback matters Your insights help us identify what’s working well and what needs improvement. They guide updates to pricing, support, and the driver app experience. Every response is reviewed and analyzed by our teams to ensure your voice directly contributes to improving Allocab.

Question 8

How to contact Allocab support via the Intercom chat in the Driver app?

Accepted Answer

From your Allocab Driver app, you can now contact our support team directly through Intercom, an integrated instant messaging system. This channel allows you to get help faster and easily follow up on your past conversations with our team. How to access the Intercom chat Open your Allocab Driver app Tap the Contact button The Intercom chat window will open directly inside the app Main features Start a new conversation: tap New conversation to ask your question Continue an existing chat: access your message history and resume your previous discussion Receive notifications: if an agent replies while you’re outside the chat, you’ll get a push notification that takes you straight back to the conversation When to use the Intercom chat For general support requests (documents, app usage, account questions) To report a technical issue with the Driver app To get clarification about a specific ride or Allocab process Good to know Conversations are personalized: our operators can see your driver profile to help you faster You can reopen a previous chat anytime without repeating your request All exchanges are archived, so you can easily review your past discussions

Question 9

How to identify and manage a “pay on board” ride in the Driver app?

Accepted Answer

Some Allocab rides are marked as “Pay on Board,” meaning the passenger pays you directly at the end of the trip using a payment terminal (TPE). How to recognize a “Pay on Board” ride If the Payment Terminal option is activated in your account, you can receive this type of ride. Before accepting the ride The ride will display a specific “Pay on Board” icon. During the ride The indication remains visible on your tracking screen. At the end of the ride Just before drop-off, a reminder will appear prompting you to collect payment. Collecting the payment The end-of-ride screen shows the exact amount to collect. Use your terminal (TPE) to process the payment. Once payment is confirmed, validate it and close the ride in the app. Good to know Having a registered TPE in your profile increases your chances of receiving Pay on Board rides. To activate or update your terminal: Go to App → My Account → Manage vehicle services .

Question 10

What are “Available Rides” for Allocab partner drivers?

Accepted Answer

“Available Rides” are trip opportunities that drivers can select themselves from the Marketplace tab in the Allocab Driver app. They represent about 85% of all rides offered on the platform and can be either: Immediate rides — to be completed right away Scheduled rides — planned in advance How it works Rides are displayed one by one. When a ride appears, you must either accept or decline it to see the next one. You can use filters (by day, location, or vehicle category) to refine the list and view available trips up to 5 days in advance. Key points Drivers have full control to organize their schedules directly from the marketplace. The Allocab team may occasionally assign rides manually, but most opportunities are visible in the app. Regular use of filters helps you access the most relevant rides for your availability and preferred working areas.

Question 11

What is the procedure for using the virtual sign at train stations and airports?

Accepted Answer

The virtual sign is a feature built into the Allocab Driver app that allows you to display the passenger’s name directly on your smartphone screen. It helps your passenger easily identify you, especially in busy environments such as train stations or airports. Where to find the virtual sign The sign appears automatically in the app when the ride includes this option. You can access it from the pickup screen by tapping the Sign button. When is it mandatory? If the ride specifies the “virtual sign” option, you must use it during pickup at train stations or airports. Tip For better visibility, hold your phone at eye level and face it toward the arrival area so your passenger can easily spot their name.

Question 12

What are the passenger waiting conditions at train stations and airports for Allocab drivers?

Accepted Answer

Before each pickup, the Allocab Driver app clearly displays the applicable waiting conditions. These details appear before accepting the ride , allowing you to see: The included waiting time (free of charge for the passenger). The per-minute waiting rate applied if this time is exceeded. At train stations A specific included waiting time is shown in the app (it may vary depending on the contract). Beyond this limit, a per-minute waiting fee applies. At airports The app also displays the included waiting time , which may vary depending on the contract. If the waiting time is exceeded, a per-minute rate is applied.

Question 13

How are rides assigned to Allocab partner drivers?

Accepted Answer

In the latest version of the Allocab Driver app , most rides (about 85%) are available in the “Available Rides” section of the marketplace. Other rides may be sent directly via notifications or offered by phone for specific needs. How the assignment system works The ride proposal system takes into account: Your real-time location (if geolocation is enabled) Your app filters : radius, vehicle type, available days, etc. Your reliability rate (see the dedicated article for details) Tips to receive more ride offers Activate and regularly update your filters in the “Available Rides” section. Position yourself in high-demand areas such as train stations, airports, or business districts. Stay alert to notifications — some ride offers disappear within seconds. Plan your availability to avoid redispatches and maintain a high reliability rate.

Question 14

How to receive rides from the Allocab Driver app?

Accepted Answer

To receive ride requests from Allocab, you must be connected to the Allocab Driver app and ensure your profile and vehicle are fully validated. Step 1 – Log in and go online Open the Allocab Driver app . Make sure your status is set to “Online” . Only online drivers can receive ride offers. Step 2 – Enable geolocation Authorize the app to access your real-time location . This allows the system to send you rides near your position. Step 3 – Check the “Available Rides” tab Go to the Marketplace → Available Rides tab. Browse and select the rides you want to accept. You can use filters (time, zone, vehicle category) to refine your search. Step 4 – Accept a ride When a ride proposal appears, tap Accept before the timer runs out. The app will then display the passenger’s details and pickup address. Step 5 – Follow and complete the ride Use the integrated navigation to reach the pickup point. Once the passenger is on board, start the ride in the app. At the end of the trip, confirm the drop-off and payment method (if applicable). Tips Stay in high-demand zones (stations, airports, business areas). Keep your reliability rate above 95% to access premium ride offers earlier. Activate notifications to never miss an opportunity.

Question 15

What to do if your passenger wants to change their route during the ride

Accepted Answer

If your passenger asks to change the destination or add a stop during the ride, you can adjust the trip directly through the “Free Ride” option available in the Allocab Driver app. Step 1 – Confirm the request with the passenger Listen to the passenger’s new request (new destination or extra stop). Make sure they agree that this change may affect the final fare. Step 2 – Activate the “Free Ride” mode In your Driver app , open the current trip. Tap “Switch to Free Ride” . This option allows you to drive freely while the system recalculates the fare based on distance and time. Step 3 – End the ride normally Once the passenger has reached their new destination, end the ride in the app. The system will automatically calculate the final price according to the updated route. Important The initial fare displayed before the trip is no longer valid once the ride becomes a “Free Ride.” Always inform the passenger before confirming the change. If the passenger requests a significant change or you encounter a technical issue, you can contact support through the in-app chat.

Question 16

How to transfer a ride to another driver?

Accepted Answer

If an unexpected situation prevents you from completing a ride, you have two options to transfer it to another driver. Redispatch with no impact on your reliability rate To avoid affecting your reliability rate: Open the ride in the Allocab Driver app. Tap “Request a call back” from the support screen. Explain your situation to the operator and ask for an administrative redispatch . The Allocab team will reassign the ride to another driver without impacting your reliability score. Redispatch directly from the app (with impact) If you choose to use the redispatch function directly from the app, it will be counted in your reliability rate. From the ride details, tap “I have an issue” . Select “Redispatch my ride” . The ride will then be automatically reassigned to another available driver.

Question 17

What are the commission and subscription fees for Allocab partner drivers?

Accepted Answer

Using the Allocab platform involves a ride commission and a monthly subscription fee . Commissions Since July 16, 2022 , the commission structure has been standardized across France and applies to all drivers, regardless of their location or vehicle type. Monthly subscription The monthly subscription fee is capped at €30 and is calculated based on the number of rides completed. Examples: If you drive a Berline Éco and complete 10 rides in a month → you pay €1 x 10 = €10 in subscription fees. If you drive a Moto Taxi and complete 3 rides → you pay €3 x 3 = €9 . If you drive a Van and complete 150 rides → you pay the maximum €30 monthly subscription. This flexible system ensures that new or occasional drivers pay in proportion to their activity, while regular drivers never exceed the capped amount.

Question 18

How to transfer a ride to another driver

Accepted Answer

Transferring a ride to another driver is a feature available only to fleet managers with a dedicated management account. Accessing the Fleet Manager dashboard To make a transfer, log in to your Fleet Manager account via the following link: Fleet Manager Access (insert link here) Steps to transfer a ride Log in to your Fleet Manager web account . Open the schedule of the driver who needs to transfer the ride. Click on the ride to be transferred . In the window that appears, select the new driver from the dropdown list. Click Confirm to validate the transfer. The ride will then be reassigned instantly to the selected driver, and both drivers will see the update reflected in their accounts.

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