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Ambee Help

Ambee Help

Ambee Help

Review my cancellation fee

You may be charged a cancellation fee if you cancel a trip after you’re matched with a driver. These fees pay driver-partners for the time and effort they spend getting to your location.

Drivers are also able to cancel a ride request if they’ve waited a certain amount of time at the pickup location. You may be charged a cancellation fee in this case to reimburse your driver for their time.

CHECK FOR A CANCELLATION FEE CHARGE

1. Tap the menu icon, then tap “Your Trips”
2. Under “Past” trips, tap the canceled trip
3. Tap “Receipt”
-If you were charged a cancellation fee, it will show on your receipt
-If you were not charged a cancellation fee, the trip fare will show as 0
. .

My driver took a poor route

If you have concerns about the route your driver took, let us know here. We’ll be happy to review.

Trip fares are calculated including both distance and time, as well as other applicable charges.

Please keep in mind that if events outside your driver’s control (such as traffic or road construction) impact your route and travel time, we may not be able to provide a fare adjustment.

I paid a toll or parking fee for my driver

When your driver’s vehicle passes through a toll or an area with a surcharge, the toll amount is added to your fare.

If your driver asked you to pay a toll or parking fee with cash and you were also charged on your receipt, please let us know.

My promo code didn't work

For a promo code to properly apply to your trip, you must:

– Enter the promo code before or during the trip
– Use the promo before the expiration date (if applicable)
– Use the promo in a qualifying area (if applicable)

A promo code applies to only one trip, and any leftover value disappears.

I was charged a cleaning fee

In order for riders to enjoy safe and comfortable rides, drivers maintain clean vehicles. Riders are responsible for damage to the interior or exterior of a vehicle caused by incidents such as vomiting or food spills while in a driver’s vehicle.

Cleaning fees are assessed and charged according to the extent of the damage. If charged to a rider, these fees are paid in full to the driver.

In the event you are charged a cleaning fee, you will receive an updated trip receipt.

If you were charged a cleaning fee you feel is inaccurate or unfair, please let us know here.

I was charged twice or a different amount than on my receipt

An unrecognised charge may be an authorisation hold, which is never actually charged to your account, but may appear as ‘pending’. All authorisation holds are voided within a few business days, depending on your bank’s policy. We issue authorisation holds as a way to better protect against fraud that may result from unauthorised card usage.

I was charged the full fare

An unrecognised charge may be an authorisation hold, which is never actually charged to your account, but may appear as ‘pending’. All authorisation holds are voided within a few business days, depending on your bank’s policy. We issue authorisation holds as a way to better protect against fraud that may result from unauthorised card usage.

I was charged a booking fee

The booking fee is a separate fee added to every trip that helps support safety initiatives for riders and drivers, as well as other operational costs. Your booking fee will appear in your trip receipt.

Can I edit my tip?

The tip amount selected in-app becomes immediately available to your driver. As a result, we’re not able to refund tips retroactively.

I was overcharged on my cash trip

Please feel free to contact us anytime you feel that you overpaid or were charged too much for a trip. We’ll review and make adjustments as necessary. However, please note that adjustments on trips can only be made within 3 days from the trip ending.

Share details using the form below if you paid a cash fare that was higher than expected. To let us know that your fare was higher due to the trip route, go back and select “My driver took a poor route.”

Your cash fare may be higher than expected for one of several reasons:

1. If you have an outstanding balance from a previous trip that was not paid in full when completed, a pending payment is added to your account and then charged on your next cash trip.

2. Some promotions are not applicable on cash trips. If you applied a promotion prior to this trip ending, it should apply.

3. Technical issues may have caused your fare to be incorrectly calculated. (This is rare.)

4. If you were previously charged a cancellation fee, this would be added to your account balance.

If you think you are incorrectly charged a fee, you can now get an automatic instant refund through the options below in your help menu:

I paid cash for a trip requested with a digital payment method

Drivers should not ask you to pay for the fare in cash unless you have selected cash as a payment method for the trip.

If you are in a city where the cash payment option is not available, drivers should not ask riders for a cash payment not for trip fares neither for tolls.

Tips are not included in the fare but are also not expected or required. Should you wish to tip, your driver is welcome to accept. Adjustments to the total fare will not be made if you paid a tip in cash.

Contact driver about a lost item

If you don’t see the option to contact your driver through those steps, enter your phone number below and we’ll call that number to connect you with the driver.

If the driver:
– Answers and confirms they have the item, coordinate a mutually convenient time and place to meet to retrieve your item.
– Doesn’t answer, leave a detailed voicemail describing your item and the best way to contact you.

Please be considerate that the driver’s personal schedule will be affected by taking time to return your item to you. To pay the driver for their time and effort, your account may be charged a return fee (amount varies by location) once your lost item is returned.

I was discriminated against by my driver

We are sorry to hear about this. We take allegations of discrimination seriously.

Please share details of what happened below and a member of our team will reach out as soon as possible.

My driver drove dangerously

Ambee is committed to safe rides for everyone. If you feel that your driver was driving unsafely or was distracted during this trip, you can share details with us on this page.

If you were involved in an accident involving a vehicle crash with an object, a pedestrian, or another vehicle, please navigate to the link below:

My driver's license plate was different

When a driver accepts your request for a ride, your app will provide confirmation of the driver’s vehicle make, model, and license plate number. This info helps you recognize the driver’s vehicle at your pickup location.

If your driver arrived in a vehicle with a license plate number different than what your app confirmed, please tell us more here.

My driver didn't match the profile in my app

For every trip, your Ambee app helps you recognize the vehicle and driver you ride with. After your ride request is accepted, your app displays your driver’s name, vehicle make and model, and license plate number.

If you believe that the driver for this trip was not who you were expecting, please let us know here.

My driver's vehicle was different

When a driver accepts your request for a ride, your app provides confirmation of your driver’s vehicle make, model, and license plate number. This info helps you recognize the driver’s vehicle at your pickup location.

If your driver arrived in a vehicle different than what the app confirmed, please provide some additional info here.

My driver's vehicle was unsafe

We hope every ride using the app is safe and comfortable. Vehicles need to meet certain requirements to help ensure a safe trip for everyone.

If you didn’t feel safe riding in this vehicle, let us know why below. We’ll be in touch to help.

I was involved in an accident

Ambee is committed to the safety of everyone using our app. If you have been involved in an accident, please make sure that you and all parties involved are safe. Immediately notify police and paramedics if necessary.

Please let us know what happened by sharing details that will help us to support you. We will get in touch.

My driver looked sleepy

Ambee is committed to safety. If your driver appeared tired or fatigued while driving, you can share details with us on this page.

I had an issue with my pickup

If you experienced an issue with your pickup, such as difficulty connecting with your driver or your driver never arrived, please share the details on this page.

If you believe you were incorrectly charged a cancellation fee, go back in your trip history and select the trip in question. Under the trip select “Review my cancellation fee” and we’ll look in to it.

My driver was rude or unprofessional

Drivers who use the Ambee platform agree to maintain a high standard of professional service, which includes being respectful and polite. If that was not your experience, please share the details with us on this page.

You can help us improve trip safety and quality by rating your driver. To rate your driver (if you haven’t yet), select the trip from the “Trips” section of the Ambee app.

My driver made an unplanned stop

Trip fares are calculated by time and distance. Your fare can be impacted when a driver makes an unplanned or unrequested stop along the way.

If you feel that your driver made a stop during this trip that increased your fare or travel time, we will be happy to review. Please provide some info below.

My driver refused my destination

If your driver refused your destination or did not bring you there safely and comfortably, please let us know what happened on this page.

Driver-partners who accept your trip requests are expected to bring you to your destination if they’re able to. We understand how frustrating it is if you cannot reliably get a ride where you need it with Ambee.

If you believe you were incorrectly charged a cancellation fee, go back in your trip history and select the trip in question. Under the trip select “Review my cancellation fee” and we’ll look into it.

My ride did not arrive

Trips provide a convenient ride for multiple riders, the app provides you with walking instructions to the pick-up for your ride.

If your ride didn’t arrive at your pickup, please share more details regarding the issue.

I am requesting a new route or providing feedback on an existing route

To help us improve our service, please let us know about any feedback that you might have on our current routes or any new routes that you would like to see in the future.

The driver's app shows a different fare

On some cash trips, the driver’s app may show a different fare to the one you expected to pay for the trip.

This is usually due to a previous arrears that was added to the fare for the trip that you just completed.

Your account could be in arrears for a number of different reasons, for example:
Cancellation fee from a previous cash trip that remains unpaid
A charge from a previous trip that failed on one of your other card payment methods
A cleaning fee that has been added to your account after a driver sent proof of you leaving a mess in their vehicle

Please pay the driver the amount displayed on their app in order to clear any arrears that you currently have on your account.

You are welcome to contact us through one of the links below and we will happily look into your dispute around any of the charges on your account.

Emergency Procedure

If at any time you feel that you are faced with a situation that requires immediate emergency attention, please call the emergency service number in your area. Once all parties are safe and the situation has been handled by the authorities, please then notify Ambee.

We will assist and take appropriate action as needed, including cooperating with law enforcement.

Numbers to call:

Emergency – Ambulance (10177)
Emergency – Cell phone (112)
Emergency – National (10111)

Why was my payment declined?

If you see any of the error messages below in your app, you won’t be able to request a ride until you update your payment method:

– “Request Failed: Card Declined”
– “Your payment method is invalid. Please update your billing settings”
– “There was an error processing your request”

Update or add a new payment method in the “Payment” section of the app menu if your payment method was declined for one of the reasons below:

– Card number entered is incorrect
– Credit or debit card has expired
– Insufficient funds in the account

You may need to contact your bank in the following situations:
– You’re traveling abroad and haven’t authorized international transactions
– The bank rejected the charge based on fraud
– You’ve exceeded the withdrawal limit on your account
– You’ve reported your card as lost or stolen

I can't request a ride

If you can’t request a ride, it could be for one or more of these reasons:

– You have an outstanding payment
– Your payment method was declined on a previous trip
– There aren’t any drivers in your area at this time. Please wait and try requesting a ride again.
– You haven’t confirmed your email or phone number, and you may need to update your personal information
– Ambee is currently unavailable in your location

Troubleshooting 2-Step verification

Read answers to commonly asked questions about 2-step verification.

1. I got a new mobile device, but still have the same phone number. Will I get verification codes on the new device?

If you lost or replaced your device, you can still receive verification codes via text message to the same number.

– On the screen where you would enter your verification code, tap “I’m having trouble”
– Select “Resend code via SMS”
– Enter the 4-digit code sent via text message
– Enter your password to finish signing in

If you’re not getting a verification code, you can use one of your backup codes to sign in:

– On the screen where you would enter your verification code, tap “I’m having trouble”
– Select “Use 8-digit backup code”
– Enter one of your backup codes (that has not been used previously)

How to clear an outstanding payment

If you see an outstanding balance on your account, that could mean a transaction from your payment method was unsuccessful. This can happen when:

– A payment method has insufficient funds
– You gave the driver less than the price that was owed
– A technical issue caused a transaction to fail

When an unsuccessful transaction occurs, you may be unable to request or schedule a ride or tip your driver.

TO CLEAR AN OUTSTANDING PAYMENT:

1. Open the app.
2. Before requesting a ride, the app will prompt you to choose a payment method for the charge.
3. Follow the prompts to pay the balance or confirm that you’ll pay in cash to the next driver (if cash payments are available in your area).
4. If your digital payment method is declined, you’ll need to update it or select a different one.

I forgot my password

If you forget your password, visit the link below to reset. You’ll need to enter the email address or mobile number associated with your account.

You’ll receive an email in a few minutes. This email includes a link to reset your password. The link can only be used once. If you do not open the link within 10 minutes, start over to receive a new link.

It’s good practice to create a unique password. Be careful not to share your password in emails or other communication. Support will never ask you for your password.

If you are unable to reset your password or access your account, please get in touch with us at Account and Payment > Unable to Sign In > “My password reset link isn’t working”.

Update personal information

To update your name, email, phone number, or password for your Ambee rider account:

1. Open the app menu and tap “Settings”
2. Tap the bar that displays your name, phone number, and email
3. Tap the detail you want to change and enter the updated information
4. Make your updates and click “Save”

CONFIRMING ACCOUNT CHANGES

We use verification codes to help ensure you’re the one making changes to your account. Here’s what to expect based on the details you change:

– Phone number: you’ll receive a verification code via text message. Enter the code in your app to confirm the change.

– Email (iOS only): we’ll email you a verification code to your new address. Enter the code in your app to confirm the change. We’ll also send a notification email to your old email address. If you don’t receive an email, check your spam or junk folders and the spelling on your email address before requesting another code. If you’re still not receiving the verification code, tap “I’m having trouble.”

Need help?