Q: Updating credit cards

Smarter Saved Cards It's time consuming deleting old cards and adding them back just for an updated expiration date. Wouldn't it be nice if you never need to update a customer credit card? Now you can. Your customers card will continue to work even if the physical card was updated with new information. Read more about this Smart Saved Card feature on our Credit Card processors blog post: <a href="https://stripe.com/blog/smarter-saved-cards">Smarter Saved Cards</a>

Question 1

How do I book a ride using the GOIN’ Rider App?

Accepted Answer

Tap 'Log-in on the Rider App's front page.

Type in your registered phone number.

Verify your account using the OTP that will be sent to your registered phone number. If you have not received the code, it can be resent after 60 seconds.

In the event that your log-in fails using your phone number, you can choose to receive the OTP through your registered email address.

After verifying your account, you can proceed to booking your rides.
On the home screen, tap the Service that you want to use for the ride.

On the next screen, the service zone, description, service hours, and other information about the service will be displayed. Drag the service window up to see more details. Confirm that this is the service that you will use by clicking Next.

service

Set the drop-off location. The drop-off location can be set in different ways. You can manually type the address on the addre

Question 2

How can I contact support?

Accepted Answer

If you are using the Web application

We suggest you use Chat for support.

Where: Bottom left of the screen once you are logged in.

When: Chat support is provided 24/7 and 365 days a year. 😀
How: The support agent will be able to help guide you to a resolution and you can even share your screen through support chat.

Question 3

What's the System Status?

Accepted Answer

GOIN has many different systems, vendors, integrations and partners. We track and report the status of each of these systems here:

Status Page

Question 4

Updating credit cards

Accepted Answer

Smarter Saved Cards

It's time consuming deleting old cards and adding them back just for an updated expiration date. Wouldn't it be nice if you never need to update a customer credit card?

Now you can. Your customers card will continue to work even if the physical card was updated with new information. Read more about this Smart Saved Card feature on our Credit Card processors blog post: Smarter Saved Cards

Question 5

What causes INTEGRATION FAILED status?

Accepted Answer

OVERVIEW:

When you make a request through GOIN' for a provider's product we make a call to the providers servers with the request information that you've provided. We make the connection and share the information and get a response back that they have accepted it. GOIN' keeps the connection open so we can update you on the ETA and status of your request or reservation. Just like a phone call might have good audio quality at first but then the call drops somewhere in the middle of the conversation, this can happen with GOIN's connection with the providers servers also. Network failure could be caused by many reasons and typically only lasts a few minutes, but if it's not restored within 15 mins we update the status to Integration failed. Here's the message you will see:

INTEGRATION FAILED Fatal error integrating with 3rd party system. Please contact provider to clear any stuck trips

SOLUTIONS:

This is a communication break down in updates, so the provider likely will show up around the last expected time.
Contact the provider and confirm.
Try requesting again.

Question 6

Text message notifications

Accepted Answer

If a customer is not receiving the text message notifications it's likely because of one of two reasons:

**1. The notifications setting in your GOIN' profile is not turned on. In the web application you can select to receive: No notifications, text message notifications or automated voice call notifications. **

Note: If you are still having an issue, confirm that the phone number is correct in the profile.

**2. Because the customer opted out of receiving messages with a "STOP" reply to a notification. **

STOP, STOP ALL, UNSUBSCRIBE, CANCEL, END, or QUIT Default reply: You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe.

Any of these STOP keyword replies will prevent a customer from receiving new messages from the Twilio phone number they're responding to.

Recipients can disable this message stop, and resume receiving messages with the START, YES, or UNSTOP commands as outlined below.

Only single-word messages will trigger the block. So, for example, replying STOP will stop the customer from receiving messages from that particular number, but replying "STOP PLEASE" or "PLEASE CANCEL" will not.

Please note that these STOP keyword replies only apply to the most recent number that messaged the recipient.

START, YES and UNSTOP Default reply: You have successfully been re-subscribed to messages f

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