How To Guides

For: Everyone

Create your CommuteCloud account.

 

Before You Start

You will need:

• A mobile phone
• A valid phone number
• Access to SMS messages
• The CommuteCloud app installed on your phone
  • https://play.google.com/store/apps/details?id=com.CommuteCloud.commutecloud
  • https://apps.apple.com/us/app/commutecloud/id6479570237

Step 1 — Open CommuteCloud

Open the CommuteCloud app on your phone.

Step 2 — Select Your Country

Select the country where you will use CommuteCloud.

Your country selection helps CommuteCloud use the correct phone-number format, currency, and distance units.

Step 3 — Enter Your Phone Number

Enter your mobile phone number.

CommuteCloud uses your phone number to verify your account and help protect access to it.

Step 4 — Verify Your Phone Number

CommuteCloud will send a one-time verification code to your phone by SMS.

Enter the verification code in the app to continue.

If you do not receive the code:

• Make sure that you entered the correct phone number.
• Make sure that you selected the correct country code.
• Make sure that your phone can receive SMS messages.
• Request another verification code if the option is available.

Step 5 — Complete Your Profile

Enter the requested profile information.

Make sure that your profile information is accurate. Your profile helps Drivers and Riders identify each other before a carpool.

For: Everyone

Verify your identity to add a verified status to your CommuteCloud profile.

CommuteCloud uses Persona for user identity verification.

 

Step 1 — Open Your User Profile

Tap User Profile from the bottom navigation bar.

 

Step 2 — Open My Verifications

Tap My Verifications.

 

Step 3 — Begin User Verification

Select the option to begin your user verification.

CommuteCloud will start the Persona identity-verification process.

 

Step 4 — Follow the Persona Instructions

Follow the instructions that Persona provides.

Persona can ask you to provide identification, photos, or other information that is necessary to verify your identity.

Make sure that all information and images that you provide are clear and accurate.

Step 5 — Complete Verification

Complete all required Persona steps.

Return to CommuteCloud after you submit the verification.

Why Verify Your Identity?

Identity verification gives other CommuteCloud users additional information when they decide whom they want to carpool with.

Drivers and Riders can also use verification preferences to find other verified users.

Verified users also receive $25 in CommuteCloud credits for rides in the app.

For: Riders and Drivers

RideRadar is the CommuteCloud map. Use it to find pickup and
drop-off locations and view scheduled carpools.

 

Step 1 — Open RideRadar

Tap the Map icon from the bottom navigation bar.

Step 2 — Set Your Filters

Use the available filters to set your desired pickup locations and other carpool preferences.

The filters help you find commute activity that is relevant to the trip that you want to take.

Step 3 — Explore the Map

Move around the map to view CommuteCloud rideshare stations and other map markers.

 

Map markers can include locations such as:

• Transit stations
• Transit hubs
• Park & Ride lots
• Universities
• Businesses
• Event venues
• Other common pickup and drop-off locations

Step 4 — Select a Map Marker

Tap any map marker to view carpool activity at that location.

You can view carpools that are scheduled to:

• Depart from the location
• Arrive at the location

Step 5 — Select a Carpool

Tap an available carpool to view its trip information.

Review the route, Driver, departure time, pickup locations, drop-off locations, fare, and available seats before you request a reservation.

For: Riders and Drivers

Subscribe to your favorite CommuteCloud rideshare stations to receive notifications when new carpools are scheduled there.

 

Step 1 — Open RideRadar

Tap the Map icon from the bottom navigation bar.

Step 2 — Find a Rideshare Station

Find the map marker for the location that you want to follow.

Tap the marker to open its information.

Step 3 — Subscribe to the Map Marker

Select the subscription option for the rideshare station.

After you subscribe, CommuteCloud can notify you when new carpools are scheduled at that location.

 

Step 4 — Choose How You Want to Be Notified

Depending on your notification settings, CommuteCloud can send notifications by:

• Push notification
• Email

Why Subscribe?

A subscription lets CommuteCloud notify you about new carpool activity at locations that are important to your commute.

You do not have to repeatedly open the map to check whether a new carpool was scheduled.

For: Riders

Send a seat request when you find a scheduled carpool that you want to join.

Step 1 — Select a Carpool

Tap the carpool that you want to join.

Review the carpool information before you continue.

 

Step 2 — Select Your Pickup Location

Tap the pickup location where you want to join the carpool.

 

Step 3 — Select Your Drop-Off Location

Tap the location where you want to leave the carpool.

Step 4 — Review Your Seat Request

Review your selected pickup location, drop-off location, and seat fare.

Make sure that the information is correct before you send the request.

Step 5 — Send the Seat Request

Swipe to send your seat request to the Driver.

Step 6 — Wait for Driver Approval

Your seat request remains pending until the Driver accepts or rejects it.

You will receive a push notification when the Driver approves your request.

 

For: Riders

You can cancel a seat request or reservation from the carpool’s Route tab.

Your refund depends on the status of the reservation when you cancel it.

 

Step 1 — Open the Carpool

Tap the carpool for which you want to cancel your seat reservation.

Step 2 — Open the Route Tab

Tap the Route tab in the carpool.

Step 3 — Cancel the Reservation

Swipe right to cancel your seat reservation.

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Rider Cancellation and Refund Policy

Refund eligibility depends on the status of your reservation and whether the carpool has started.

Pending Seat Request

You can cancel a pending seat request without charge.

Payment is only collected after the Driver accepts your request.

Accepted Reservation — Before the Carpool Starts

If the Driver accepted your reservation but the carpool has not started, you will receive your seat fare back minus the non-refundable booking fee.

After the Carpool Starts — Before Pickup

You can still cancel the reservation after the carpool starts if
the Driver has not picked you up.

You will not receive a refund.

After Pickup Is Confirmed

The reservation can no longer be cancelled after your pickup is confirmed.

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Non-Refundable Booking Fee

When you cancel an accepted reservation before the carpool starts, CommuteCloud keeps the applicable booking fee.

• United States: $4.00 USD
• Philippines: ₱100.00 PHP
• Hong Kong: HK$30.00 HKD

How Refunds Are Issued

Approved refunds are credited to your CommuteCloud balance in the same currency that you used for the reservation.

If the Driver Cancels the Carpool

If the Driver cancels the carpool, you will receive a full refund, including the booking fee.

Pending seat requests are closed because no payment was collected.

If CommuteCloud Cancels an Expired Carpool

If CommuteCloud cancels an expired carpool, accepted Riders receive a full refund, including the booking fee.

Pending seat requests are closed because no payment was collected.

For: Drivers

Add a vehicle to your CommuteCloud account before you create Driver routes.

Step 1 — Open Your User Profile

Tap User Profile from the bottom navigation bar.

Step 2 — Open My Vehicles

Tap My Vehicles.

 

Step 3 — Add a Vehicle

Tap + Add Vehicle.

 

Step 4 — Enter Your Vehicle Information

Enter the requested information for the vehicle that you plan to use for carpools.

Vehicle information can include:

• Make
• Model
• Year
• Color
• License plate
• Vehicle photos

 

Step 5 — Save Your Vehicle

Review the vehicle information and save it to your account.

After you add a vehicle, you can select it when you create a CommuteCloud route or schedule a carpool.

For: Drivers

Learn how to create and publish a CommuteCloud carpool.

For: Drivers

Learn how to schedule a carpool for an event listed in CommuteCloud.

For: Drivers

Learn how Drivers review and manage Rider seat requests.

For: Drivers

Learn how to start a scheduled carpool when you are ready to begin
your trip.

For: Riders and Drivers

Learn how Drivers and Riders use CommuteCloud QR tickets to confirm
passenger pickup and drop-off.