Frequently Asked Questions About ARRO 2019-01-15T15:20:43+00:00

Frequently Asked Questions

What Is ARRO?

ARRO is an app available for free download on iOS and Android devices that allows you to hail and pay for taxis with the tap of a button.

How Is ARRO Different?

  • No Surge-Pricing: Prices do not increase, regardless of weather, demand or conditions.
  • Fast Pickups: More cars on the road at any time in every major US city
  • Easy Payments: Fast and secure payment with a tap of a button. Add multiple cards for personal or business use
  • Safety First: ARRO drivers go through extensive training and education and are locally licensed for your safety
  • Accessibility: Wheelchair accessible vehicles, trained drivers, and 24-hour customer support
  • Real-Time Vehicle Status: Just open the app and see where taxis are around you, then watch as your driver comes to you

Where is ARRO Available?

ARRO is available in Boston, Chicago, Houston, Miami, New York, San Francisco, and London!

Setting Up Your Account

ARRO works from both iOS and Android devices. For iOS visit the App Store to download. For Android visit Google Play to download.

  1. Once installed, open ARRO and tap on the REGISTER button.
  2. You have the option of signing up with your Facebook account or an email account. Follow the prompts for the option you prefer.
  3. Once you enter your phone number you will receive a confirmation code via SMS message. Enter the code to confirm your account request.
  4. Enter details for at least one credit card. Note that you can store up to 3 cards and designate them as Personal, Business or Other.
  5. Your account is now created and you’re ready to request your first ride. Welcome to the ARRO community!

Using E-Pay

You can use ARRO to pay for a ride hailed the old school way by entering a Pairing Code or Check-In Code in the taxi. In the U.S., you can find the Pairing Code on the Taxi TV screen in the back of the cab. In the U.K., ask your driver for the Check-In Code. To pay for your ride tap on the “I’M ALREADY IN A TAXI” button at the bottom of the home screen, then enter the code and watch for the confirmation. When your trip ends, your ride is paid automatically and a receipt is emailed to you.

Using E-Hail

When you need a ride, simply open the app and tap, “I NEED TO HAIL A CAR” at the bottom of your home screen. Enter your destination and receive a fare estimate, route preview, and an ETA for the nearest available driver. Tap “REQUEST RIDE” and go. At the end of your trip, the fare is paid automatically with the card on file!

Getting A Fare Estimate

If you would like to see the estimated cost of your trip before deciding, follow the steps above but only select “REQUEST RIDE” when you’re ready to go.

Storing Multiple Payment Cards

With ARRO you can save details for up to 3 credit cards and label them as Personal, Business or Other. When you create your account you are required to enter details for at least one credit card, but if you prefer to use separate cards for business vs personal trips it’s very easy to add additional cards. Simply tap on the menu, go to Payment, then tap on “Add Credit Card.”

Ride Types

ARRO works with locally regulated vehicles and drivers. Where available ARRO will find you Wheelchair Accessible Vehicles, or other types of vehicles such as minivans. To find out which vehicle types are available in your city tap on the vehicle icon to the left of the pickup address on the main (map) screen. If you wish to book a specific vehicle type tap on it and then proceed with arranging your ride.

Canceling A Ride Request

If you change your mind about the ride you’ve requested you can cancel it within 90 seconds of the vehicle assignment. If you cancel after 90s seconds a cancellation fee may be charged to your credit card. See HERE for more information regarding cancellation fees.

Driver Tipping

Show your driver how much you appreciate their service by adding a tip to your trip. By default, the tip is set to 15% but you can change the default percentage or alter it on a trip by trip basis.

To change the default tip setting go to the menu and tap on Payment. Then tap on Default Tip and select your preferred option.

Sometimes trips are longer or they could be particularly short so you have the option to alter the tip amount on a trip-by-trip basis. To change the tip on a particular trip, tap on TIP in the details area just above REQUEST A RIDE, then select your preferred tip percentage.

You also have the option to change your tip after the trip has begun by tapping on the TRIP IN PROGRESS bar at the bottom of the screen. That will toggle up and show you the details. Tap on TIP and select another setting.

Automatic Payment

This is one of ARRO’s most popular features: paying for your ride before it ends, so you don’t have to delay getting to your destination. ARRO securely stores your credit card details in the app. So after you’ve paired your phone with the taxi, you can get out and go at the end of your trip. We’ll take care of everything else and send the receipt to your email for your records. Note that you will be shown the final amount and asked to rate your driver and your overall experience. We’d definitely appreciate your feedback!

How To Reset Your Password

If you’ve forgotten your password tap on the Forgot Password link on the login screen. Enter the email address associated with your account. You will then receive a verification code by SMS. Once you enter the code you will be prompted to enter a new password.

If you are logged in and want to change your password open the menu and tap on Settings. Then tap on Change Password. From here you will need to enter your current password and then a new one.

How To Update Your Profile

Open the menu then tap on your name at the bottom left. From there you can change your name, email address, and mobile phone number.

Adding, Removing & Editing Credit Cards

To edit your existing card(s) open the menu, tap on Settings, then payment. Select the card you want to edit to change the details.

To add a credit card open the menu, tap on Settings, then Payment. Tap on Add Credit Card and enter the details. Note that you have to option of scanning your credit card to import the number.

To remove a card you must have more than one saved. If you have multiple and want to remove one simply open the menu, tap on Settings, then Payment. Slide your finger over the credit card you want to remove from right to left to delete.

Account Support

If you run into trouble with your account and need help please reach out to our support team by tapping on ‘Contact ARRO Support Team’ under Settings in the menu.

How can I partner with ARRO?

Please send your information to partner@ridearro.com.

Where to send press enquiries.

Media enquiries should be sent to press@ridearro.com.

Service Fees

For trips you initiate by requesting ground-transportation through ARRO (E-Hail), a service fee of up to $2.00 will be charged.  In certain jurisdictions and/or instances, this service fee may be waived by ARRO in its discretion or may not be applicable. This amount is subject to and may change in accordance with our terms and conditions, which can be accessed here.

Reservation Fees

In some instances, we provide the option to schedule booking up to 48 hours in advance (a Scheduled Booking). For each Scheduled Booking that results in a taxi ride, you may be charged an additional Reservation Fee of up to $3.00. To clarify, this Reservation Fee is not applicable to a request for immediate ground transportation; in that instance, the Service Fee would apply as stated above.

Cancellation Fees

In order to ensure better and faster service for riders, ARRO may charge you a $2.00/£2.00 cancellation fee if you cancel your trip request more than 90 seconds after a driver has been assigned to you.

No-Show Fees

ARRO may charge you a no-show fee if you fail to present yourself within 5 minutes of the driver arriving at your requested pick-up location. Drivers are expected to notify you of their arrival and to make an attempt to contact you before reporting a no-show event.

Currently, the no-show fee in the USA is $5.00 per event and in the UK the no-show fee is £5.00. Please refer to the Terms and Conditions for the detailed policy.

Disputing Fees

If you feel you have been charged a cancellation or no-show fee in error, please contact us via the ARRO App by tapping on Settings in the menu, then tapping on ‘Contact Arro Support Team’.

Alternately, you may email ARRO support directly at support@ridearro.com.

Promo Codes

Please note that discount codes are not available in all areas at this time. If you use ARRO in a location where promo codes are available, you can add the code by opening the menu and tapping on ‘Add Promo’ to enter the code. Once the code is entered you will be able to view it on the ‘Payment’ screen, along with any other available promotions.

How Are Rates Determined?

Rates are set by the municipal jurisdiction in which the taxi company operates and not by ARRO. You can always rely on the rates and never have to worry about surge pricing. We just don’t do it.

Driver Tipping

Tipping is optional but is built into the ARRO app. The default rate is 15%. See ‘Driver Tipping’ in the “Using ARRO” section above to learn how to adjust your tipping settings.

Tolls

If your driver encounters tolls during your trip the fees are passed on to you through the app. You will see these fees as a separate line item on your emailed receipt.

How Do I Retrieve An Item I Left In The Vehicle?

If you are in Boston, Chicago, or New York City, call 311 and give them the ‘Driver #’ and the ‘Vehicle #’ from your emailed receipt.

How Do I Update The Location On The App’s Map?

If the map on the app is not showing your current location, press the arrowhead symbol on the bottom right to update the GPS.

What Happens If The Driver Does Not Receive A Payment Confirmation?

The driver will receive payment confirmation unless the app ‘unpairs’ from the taxi. If that happens the driver would be notified that the app is no longer paired, thus the passenger would have to reconnect or pay manually.

Who Do I Contact If I Do Not Get A Receipt?

From the main screen in the app, press the “Menu” button symbol located on the bottom left of the screen. From the pop-up menu press the “Report A Problem” button to send an email to the Support Team. Give as much information as possible so that the Support Team can properly address your issue.

Who Do I Contact If I Have A Billing Issue?

From the main screen in the app, press the “Menu” button symbol located on the bottom left of the screen. From the pop-up menu press the “Report A Problem” button to send an email to the Support Team. Give as much information as possible so that the Support Team can properly address your issue.

Who Do I Contact If I Have Problems With The App?

From the main screen in the app, press the “Menu” button symbol located on the bottom left of the screen. From the pop-up menu press the “Report A Problem” button to send an email to the Support Team. Give as much information as possible so that the Support Team can properly address your issue.

Who Do I Contact If I Have Questions About Charges To My Credit Card?

From the main screen in the app, press the “Menu” button symbol located on the bottom left of the screen. From the pop-up menu press the “Report A Problem” button to send an email to the Support Team. Give as much information as possible so that the Support Team can properly address your issue.

Who Do I Contact If I Have Service Issues?

From the main screen in the app, press the “Menu” button symbol located on the bottom left of the screen. From the pop-up menu press the “Report A Problem” button to send an email to the Support Team. Give as much information as possible so that the Support Team can properly address your issue.

Who Do I Contact If The Taxi Driver’s Photo Does Not Match?

If you are in Boston, Chicago, New York City, or San Francisco, call 311 to report the driver.

Will My Trip Be Affected If The App Freezes Or Crashes?

If the app crashes or freezes during your trip your trip will not be affected unless you are not able to restart the app. After the app restarts it will automatically search for the driver and vehicle numbers in order to begin pairing. Once the app is paired with the taxi you will be able to pay with the app.

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