FREQUENT CONSULTATIONS

How to drive with UP?

In UP it is always a real pleasure to welcome new drivers !!
If you want to start using our app just download the application and complete the registration form. We will get in touch with you as soon as possible.

How to create an account in our app?

Proud that you have chosen us! Follow the steps below to start traveling with UP.

By entering our APP:

Download the UP application on Google Play (Android) or Apple Store (iOS). Enter the application and select ‘Register’. Continue following the instructions and you can start using our UP platform.

By entering our WEB:

Through our web ridewithup.com. Click on ‘Register’ and complete the registration application steps.

How can I contact UP?

We want you to have an excellent quality experience in communication with us. In the event that you need to make a comment or submit a claim, we suggest several access routes through which you can contact us. Our employees will answer your question as soon as possible, send us an email to [email protected]

Is UP service safe?

Your safety is our biggest concern. The trips you make with UP are geolocated and linked to a car, driver and license plate. The drivers were opportunely selected, which have the insurance and licenses according to the law.

How do I apply for a UP?

Once registered having downloaded the app (Android or iOS), follow the following steps:

Through the application:

  • Choose your point of origin and destination.
  • The app will show you an estimate of the price.
  • If you wish, you can send a message to the driver.
  • Select ‘Request’.

Benefits using UP

In UP you will enjoy benefits that make your experience unforgettable and enjoyab

  • Cars clean and in excellent condition.
  • Well-dressed drivers.
  • Fixed fares that calculate the shortest route between the origin and the destination, without considering the traffic conditions. Additionally, you know the rate you are going to pay before requesting your UP.
  • Requesting your UP takes only two steps through the application or the web.
  • The payment method is by credit / debit card or cash.

‘Lost objects’: what to do if I forget an object in the vehicle?

If you think you have left a forgotten item in a UP, please send us an email to [email protected] and we will inform you how to proceed.

If the driver has found your object, we will inform and coordinate to deliver it to you.

Is it legal UP?

Of course!! We always comply with current legislation.

How to access and modify my personal data?

You can access your information and if you wish to modify them at any time. You just have to follow the steps that are listed below:

  • Start with username and password and select Menu at the top left of the screen.
  • Select ‘Profile or Edit Profile’.
  • Once there, you can access or modify:
  • First name
  • Surname
  • Phone number
  • Address
  • E-mail
  • If you want to receive promotions or not.
  • Or if you want you can also Edit your Password.

Error with my payment method?

If a message appears indicating that there is an error in your form of payment, it may be for several reasons: that your account does not have sufficient funds, your card has expired or because of loading data incorrectly.

Through the app:

  • Select the “Menu” button, located in the upper left corner of the screen ..
  • Select “Payment methods”. There you should see the data of the card added previously. You will have the possibility to modify to correct the errors.
  • Select the “+” option to add debit or credit cards.

I can not access my account, what to do?

It could be because the password you are entering is incorrect. Click on the option ‘Forgot your password’ and we will send you an email to generate a new password.

It could also have been due to a temporary problem with your Internet connection. Check that your application is online and try again.

If you continue with the problem of not being able to enter, send us an email to [email protected]

Why do you need all those permissions in the Android app?

All the permissions are extremely necessary for the application to work correctly. Next we explain them to you.

  • Identity: it is necessary to be able to create a user account in UP.
  • Contacts: is used to facilitate the sending of invitations to your contacts.
  • Location: necessary to be able to know your position and that your UP reaches the meeting point.
  • Telephone: it serves to be able to communicate with the driver in case of incident.
  • Photos / multimedia files: it is to be able to upload the necessary documents that the legislation establishes.
  • Device ID and call data: facilitates the registration process.

Other permissions:

  • Receive data from the internet / Complete access to the network / See network connections: UP needs internet connection to work.
  • Use device accounts: it is used to manage your UP account.
  • Access the configuration of your device: it is necessary to enable push notifications, geolocation services and maps.
  • Vibration: it is necessary that you have it activated if you want your device to vibrate when something important happens, like when your driver has come to look for you.
  • It is preferable that your device is not in sleep mode: otherwise, you will not receive push communications.

How to check my available balance?

You can check your available balance through the app and the web. Follow these steps:

  • In the app:
  • Open the menu.
  • Select the option ‘Form of payment’.
  • The system will show the Balance that each of the accounts you have added has.
  • If you want to add more balance, just click on the account and then add balance.

What personal information do I have to provide?

To start using UP, we need you to give us your full name, your credit / debit card number, your email and your phone number.

Keep in mind that you must have a minimum of 18 years to create an account with us.

My account has been blocked. What to do?

Unfortunately for security reasons, sometimes we are forced to proceed to block the accounts of some users. It is usually due to a problem with the user’s payment method or because the user behaved inappropriately during a trip.

If you think your account was blocked by mistake, please send us an email to [email protected] , so that we analyze the problem and once identified do the maximum possible to solve it.

Can I have more than one payment method?

Yes, you can add all the payment methods you need in your account. When you have more than one added, you can alternate its use in a very easy way through the “Form of Payment” module and the mark on which you want to use.

How to change the email?

Just follow these steps:

Through the application:

  • Access the menu.
  • Select ‘Edit Profile’
  • Modify your email and remember to select ‘Update’ at the end.

How to change my personal data?

Just follow these steps:

Through the application:

  • Access the menu on the left margin of the screen.
  • Select ‘Edit Profile’
  • Modify the information you want and remember to select ‘Update’ at the end.

How to add my payment method?

Before requesting your UP it is necessary to add a payment method associated with your account. You can include a credit, debit or cash card, please follow these steps:

Through the application:

  • Access the menu by pressing
  • Select ‘Payment Method’.
  • Complete all the information and remember to click on ‘Update’ at the end.

I forgot my password, how do I recover it?

Do not worry, these are the steps for you to recover.

Through the application:

  • When you are going to log in, press the ‘Forgot your password’ option and follow the instructions.