Frequently Asked Questions About ARRO 2018-06-05T14:46:20+00:00

Frequently Asked Questions

What Is ARRO?

ARRO is a smartphone app that lets you either request a ride or, if you’re riding in New York or London, pay for a taxi ride you’re already in.

How Is ARRO Different?

The ARRO app was created to support the licensed passenger-transportation industry. All ARRO drivers must adhere to the regulations set forth by the municipality in the jurisdiction they are working, including tests, background checks, insurance standards, and vehicle standards.

Where is ARRO Available?

ARRO is available in Boston, Chicago, Houston, Miami, New York, San Francisco, and NOW IN LONDON.

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Click HERE to join our list and receive product and company updates. You can unsubscribe at any time.

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 ARRO Pay

In New York and London, you can use ARRO to pay for a ride you flagged down the old school way by entering a Pairing Code or Check In Code. In New York, you can find the Pairing Code on the Taxi TV screen in the back of the cab. In London, ask your driver for the Check In Code. To pay for your ride tap on the PAY button at the top right of your 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.

Requesting A Ride

ARRO finds the closest available vehicle and pickups typically happen within minutes so when you’re ready to go somewhere tap on the > next to the displayed pickup location. From here you can refine your pickup address if the GPS didn’t define it perfectly. You’ll also be shown your default payment card & tip info. If you’re happy with both of those all you have to do is top on “REQUEST A RIDE.”

Getting A Fare Estimate

If you would like to see the estimated cost of your trip before requesting a ride simply enter your destination address under your pickup address. The details will update immediately. Then tap on REQUEST A RIDE to complete the request and let ARRO work it’s magic!

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.

Cancelling A Ride Request

If you change your mind about the ride you’ve requested you can cancel it within 3 minutes of the vehicle assignment. If you cancel after 3 minutes 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 the most beautiful things about ARRO. You no longer have to wait around to pay your driver at the end of a trip. ARRO stores your credit card details therefore when your ride is complete you can get out and go. 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.

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.

Promo Codes

Please note that discount codes are not available in all areas yet. 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.

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 three minutes after a driver has been assigned to you; or
  • your driver cancels the trip after more than three minutes of waiting for you at the pick-up location

If you feel you have been charged a cancellation fee in error, please contact us via the ARRO App by tapping on Settings in the menu, then tapping on ‘Contact Arro Support Team’.

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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