Mobility | Frequently Asked Questions (FAQ)
I can’t request a ride with Uber
When selecting the Uber partner in the C+ app, I am not redirected to the Uber app.
This can happen if the phone number registered in your C+ app profile is different from the one registered in the Uber app. In this case, you won't be able to request an Uber ride through the C+ app.
To check if this is the reason, go to My Profile > Account > My data and review the registered phone number. Then, check the number registered in the Uber app as well. If you notice any discrepancy, update your mobile number in the Uber app and request the ride again through the C+ app.
If necessary, please contact our Product Support team at produtos@copastur.com.br.
What should I do when selecting an Uber ride?
Whenever you select an Uber ride, once inside the Uber app, change the payment method to the Business Profile before confirming.
Is there a limit for favorite locations?
Yes, after reaching the limit of 10 favorite locations, you won't be able to add new ones. In this case, delete or edit an existing favorite location.
How to evaluate a ride?
You can evaluate the ride directly from the C+ app:
- After its completion;
- In the first session back to the C+ app, if you have closed the app;
- Or, if you wish to evaluate later, through the details of the ride performed.
How to cancel a ride?
The ride cancellation depends on the chosen provider:
- Scheduled ride: the cancellation of a scheduled ride is done through the Mobility Administrative Panel and is an exclusive feature for cost center managers and managers of your company. Check out more information in How to cancel a scheduled ride;
- 99: you can cancel at any time: from ride request until before its completion;
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Original: you can cancel until the driver starts the ride;
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Uber: you can cancel the ride within the Uber app according to their cancellation policy. If you want to search for a new ride with Uber, go back to the Mobility app.
When is my ride displayed in the app history?
The rides are presented in the Mobility Administrative Panel and in the App in real time for suppliers 99 and Original and one day after their completion (D+1) for rides held with Uber.
Can I schedule a ride?
The ride schedule is a functionality of the Mobility Administrative Panel and exclusive to managers by cost center and managers of your company. Check out more information in How to schedule a ride.
After scheduling, the scheduled ride is displayed in the C+ app and all passengers are notified in the app or directly on their phone if notifications are enabled. Check out more information in How to enable and configure app notifications.
How to contact the driver?
For rides with 99 and Original, it is possible to contact the driver by WhatsApp or phone. With Uber, use Uber’s own app to talk to the driver.
Is there a usage limit for rides in the app?
Your company can set up some policies for using the Runs function in the C+ app:
- Value policy for each ride;
- Mileage policy per month;
- Policy of days and times allowed.
In all cases, if a policy is violated, you are still able to run normally as long as you provide a justification during the request.
I do not recognize a ride or do not agree with the value
The process of contesting a ride must be carried out through the Mobility Administrative Panel and is an exclusive feature only for cost center managers and managers of your company. Check out more information in How to dispute a ride or request value review
Questions or suggestions
Contact our Product Support team at produtos@copastur.com.br.