Going on shift

1. Open up the FREE NOW driver app and sign in with your mobile number and password
2. Your Username will be your mobile phone number. Make sure you enter +44 before your phone number
3. If you would like to display your password when typing tap the eye icon to the right of your password
4. Make sure the ‘Remember Me’ button is switched on before you sign in

Telling the app when you are available

When signed into FREE NOW it is possible to be in one of the following two states:

Busy: This means that you are signed into the app but are not yet ready to start accepting jobs. In this state, we will not be able to send you jobs.

In the example below, you will note that you are in a busy state. This is evident because the screen is shadowed and the yellow ‘Go FREE’ button is displayed. If you tap the yellow ‘Go FREE’ button then you will change from Busy to a Free state. 

Free: This means that you are signed into the app and are ready to start accepting jobs. In this state we will be able to send you jobs via the app.

In the example below, you will note that you are in a Free state. This is evident because the screen isn’t greyed out and the green ‘Go Busy’ button is displayed. If you tap the green ‘Go Busy’ button then you will change from Free to a Busy state. 

Switching to ‘Go Busy’ is necessary because:

1. We won’t offer a job that you are not in a position to accept.
2. Other drivers won’t miss out on jobs.
3. Passengers get a realistic picture of the number of taxis available for hail.

Accepting a job

When you get a job offer a bell rings and the following screen will appear:
1. Tap the green ‘Accept’ button or tap the red ‘X’ button to decline.
2. You can also see:

• The street name where the passenger is waiting.
• The distance from your location (in km).

Navigating to the passenger pickup

1. At this point you’ll be able to follow the map on the screen to the agreed pickup point. This is only a guide - you don't have to use it. 
2. When you have reached the pickup location, press ‘Arrived’. Your passenger will then receive a notification that you are outside.
3. Should you have an issue, press the ‘i’ icon beside the passenger's name for more info on the booking.

Identifying your passenger

To ensure that you are collecting the correct passenger, ask the passenger to confirm your name.

N.B. When you arrive, please wait 2.5 minutes before starting your meter. We recommend that you call your passenger at this point. If after 5 minutes in total, your passenger has not arrived, you may cancel the job. 

Please note that a timer will be displayed at the at the top of your screen below the clock.

You are permitted to the start the meter ONLY when:

1. The customer has entered your vehicle 

Or

2. 2.5 minutes waiting time has elapsed on the on-screen timer

Reaching the destination with FREE NOW Navigation

The FREE NOW Navigation tool is built with Google Maps and offers you the quickest route with turn by turn directions as well as the most accurate ETA available. Please only use this as a guidance - if you know your way around you are not obliged to use this feature. 

Putting in your destination will enable you to receive follow-up jobs near to your destination (i.e. less time without a passenger in your cab!) and will also give you the opportunity to use the navigation feature if you desire. 

i) Tap the ‘Set Destination’ button.
ii) Enter the destination in the search bar provided. 

iii) Now that you have entered the address successfully you will be able to navigate to the final destination. 

Taking Payment

If the journey has come to an end you can:

1. Press “Account Payment”
2. Inform the passenger of the cost of the fare.

3. Type the value of the fare into the area provided. 
4. Confirm with a passenger the following:

• The amount of metered fare
• The chosen payment method

5. If the passenger would like to change the chosen payment method you can do so by tapping the “Switch payment method’ in the top right corner of the screen. The option to switch will only be available if the passenger has a card registered in their app.
6. If the customer is happy to proceed you can tap the blue ‘Confirm’ button.

7. If you need to change the fare amount you can tap the ‘Back’ button in the top right-hand corner of the screen. If you are happy to process the payment you can slide the confirm button at the bottom of the screen. 

Cancelling a job after accepting

1. Tap the blue information icon beside the passenger's name.

2. Call the passenger and let them know you have to cancel. To cancel the job tap the red ‘X’ button.

3. If you are unable to make the booking please tick the ‘Send back booking’ button. If you have spoken to the passenger and they no longer require a taxi please tap the ‘Kill Booking’ button. In either event, it is incredibly important that you leave feedback in the space provided.

Cancelling a job after waiting at the pickup point

1. If you need to cancel a job after arriving at the pickup point you must call the passenger to let them know. You must also ensure that you have waited the agreed 2.5 minutes before cancelling.

2. You can find the cancel job button by tapping the blue information icon as before.

3. As long as you have followed the correct procedure you will automatically receive a scrub fee. If the job is a prebook or the scrub doesn't appear on your next statement, please get in touch via Job Feedback in order to request a scrub.
4. You can select the job in question from your trip history.

Cancelling when you've pressed POB (Passenger on Board)

1. If you need to cancel a job after pressing POB, you will need to clear the job by charging £1 in Cash. 

2. If the job is booked as account payment, please ensure you switch payment method to cash so that the passenger does not get charged.