How To Use Duet Rider App



    HOW DO I USE DUET?

    Welcome to Duet, a trusted community for sharing your commute and more!

    IMPORTANT, starting September 1, 2019, we're migrating customer supports to our Help Center on Zendesk where you can find answers to many of your questions and communicate with us directly. See you at our Help Center!

    Now you have your own Duet account. What's next?


  1. To schedule a ride

    Tap "Schedule a carpool"

    The map shows your Duet community or network – the commuters with a similar commute to yours, whom you may ride with soon.

    Pick A Commute

    We currently support four commutes – today morning from home to work, today afternoon from work to home, tomorrow morning and tomorrow afternoon. Pick the commute that you're ready to schedule.

    Create or Join A Carpool

    If you see a new carpool card, tap "Take the wheel" to drive or "Grab a seat" to ride. Duet will try to search and find you a fit. You will be notified once a match is found.

    Or if you see available carpools created by others, just swipe through them to review and select one to join.

    Meet & Ride

    Once your carpool is confirmed or closed, it will be displayed on the home screen. Tap on the carpool icon and use the app to communicate and coordinate the pickup.

  2. To verify your email, phone, Facebook or LinkedIn account?

    To provide a safe and comfortable platform, we ask our members to perform certain verifications such as verifying your email, phone number, Facebook and / or LinkedIn account. To add verifications:

    Tap Menu

    Tap your Profile Photo

    Tap "Verifications"

    Tap a selection to Verify

  3. I don't see the "Schedule a carpool" button. I only see the invitations in my app.

    If you see the screen below, it is because we're yet to find other members with a similar commute to yours, and hence we hide the "Schedule a carpool" button.

    Since our community is growing fast, please come back to check again. We will also inform you when such a member joins our community. Meanwhile please invite friends, coworkers and contacts to join Duet to help us grow the community.

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  4. Now that I have someone to carpool with, what's next?

    Once you join someone's carpool or another member joins yours, this carpool is fully confirmed, what we call a "closed carpool". You are able to see all your confirmed carpools and their status on the app's home screen.

    Tap the carpool icon

    Tap "Pickup complete"

    This button is the most important record of your carpool. Use it to confirm that you have met your carpool partner, and have started this carpool or completed it successfully.

    Note: All departure times are local to the pickup location. Any update to the locations of your commute will NOT be used in your existing carpools.

  5. How do I contact my carpool partner about the ride?

    The app provides you several ways to contact the other member and communicate to coordinate the ride. Good and clear communication is instrumental to success. So use these tools and keep the other member updated.

    Note: Please use the app features to cancel your carpool or make a No Show claim. We will only use these records to make any fee adjustments. We do NOT track your chats, phone or location in the app, and neither can we use them for fee adjustment or dispute resolution.

    In-app chat to message

    Send messages in real-time

    Call

    Reach the other member by phone

    Quick status share

    Send a pickup status update by one tap

  6. How do I cancel my carpool request?

    You can cancel your carpool request anytime free of charge. We do urge our members, if need be, to cancel their requests as soon as possible. If you don't cancel your request, then you're at risk that another member joins your carpool, and hence your cancellation will upset this member. If this happens, you will be subjected to the terms of our cancellation and no show policies for the confirmed carpools.

    Find your carpool request

    Choose the corresponding commute, and swipe (iOS) or scroll (Android) to find your request

    Tap "Cancel your request"

    Once you find your carpool request, tap your photo to call out the cancellation option. You can cancel your request anytime free of charge.

  7. How do I cancel my confirmed carpool or make a No Show claim if my carpool partner didn't show up?

    Cancelling a confirmed carpool will impose stress on the other member. Please be thoughtful and considerate when you cancel your confirmed carpool(s).

    However, surprises do happen, so you are able to cancel your carpool or make a claim of No Show on your carpool partner in the app. If you have to do so, please review our cancellation and no show policies first.

    Note: Cancellation and no show have to be claimed in the app using their respective function in order to be factored into the fee adjustment. We do NOT track your chats, phone or location in the app, and neither can we use them for fee adjustment or dispute resolution.

    To cancel or claim a No Show,

    Tap the carpool icon

    All your confirmed carpools are displayed on the home screen. Tap the one that you want to cancel.

    Tap the "..." icon

    Tap the More Selections icon to call out the cancellation and no show selections.

    Select "Cancel" Or "No Show"

    Tap the More Selections icon to call out the cancellation and no show selections.

  8. How do I find and review Duet's Cancellation and No Show Policies?

    Go to our legal webpage and tap the Cancellation Policy tab.

  9. How do I review my carpool fee or reimbursement?

    You can find your carpool fee and reimbursement in your Duet profile as well as in the carpool scheduling form. Depending on who will ride with you and your shared route, your fee or reimbursement can be slightly different. That's why we provide you a range for each in your Duet profile, but a specific value at the time of scheduling.

    Tap "Menu"

    Tap your profile photo

    Scroll To "REIMBURSEMENT & FEE"

  10. How do I redeem my Duet points or cash out my cash balance?

    You can redeem your Duet points or cash out your cash balance anytime. Minimum number or amount may apply. Please review more information in our Frequently Asked Questions under FEES & REIMBURSEMENT, and our Terms of Service.

    Tap "Menu"

    Tap "Balance & History"

    Tap "Cash" Or "Duet Points"

    Tap "Cash out"

    Tap "Send" & We Will Process It

  11. I have a question and want to contact Duet?

    Note: All carpool completion, cancellation and no show claims must be made using your Duet mobile application. We will NOT take your email as a record in our consideration of the final status of your carpool.

    Tap "Menu"

    Tap "Contact Us" To Email Us



    Still have questions? Please check out our Frequently Asked Questions (FAQs).