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Frequently asked questions

Questions about the user account

You have further questions? To the user manual

How do I retrieve forgotten login details or passwords?

the login screen, click Forgot your password? and enter your email address. Then click Submit. TwoGo will send you a link where you can change your password.
If you have forgotten your registration email address, contact the TwoGo Helpdesk.

How do I change my password?

Click your name and select User Account to view your user account details. Click Change Password, enter your current password, then enter and confirm your new password and select Save.

How do I change my email address?

To change your TwoGo email address, please write to info@twogo.com

How do I change the organization I'm associated with?

To change the organization to which you are assigned, please write to info@twogo.com

I signed in as a private user; now i want to join my organization. What should I do?

To switch your user account to a company user, all you have to do is apply an invitation token from your employer.

  • If you have not already received an invitation token, request one from your employer.
  • To do this, click on your name at TwoGo and select Profile to display the settings for your user account.
  • Click on Assign account to a company.
  • Copy the token received from your employer.
  • If requested by your employer, enter your employee ID or an equivalent unique ID within your organization.
  • Choose Save.
  • I accept the terms of use for the website.

Your profile has now been updated and your private email address has been assigned to your organization.
NOTE: As a corporate user, you now have additional options such as: E.g .:

  • Restrict carpooling to your company (if this function has been activated by your administrator)
  • Use locations specific to your location
  • An Participate in location-specific raffles (if you activate this option)
I lost or changed my phone. How can I log out of this phone?

If you lose or change a device connected to your user account, you should block this device's access to your user account:

  • Click on your name and select User account.
  • the Authorized Clients area under TwoGo Mobile App Client, select the Disconnect option. This will separate your user account from all mobile devices. To reconnect from a device, you need to open the TwoGo app on that device and log in again.
How do I activate TwoGo SMS notifications?

To receive TwoGo SMS notifications, click on your name and then on Notifications to display the settings for your user account. First, make sure you have verified your mobile phone number, then select an SMS option in the Trip Confirmations via section, then select Save.

NOTE: TwoGo does not charge any fees for this service. Your telephone provider may charge costs for receiving SMS. You can obtain the relevant information from your service provider.

How do I turn off TwoGo SMS notifications?

You can deactivate the TwoGo SMS notifications at any time. Simply click on your name and select Notifications to view the settings for your user account. In the Trip Confirmation Via section, select Calendar Email, then select Save.

How do I indicate that I only want rides with women?

There are two easy steps to restrict TwoGo to only show carpooling with women. First, click your name, select Profile to view your user account details, choose Female for Gender, and then choose Save. Now on the Settings tab for the ride, select the Rides with women only option and then click Save.

How do I delete my user account including all stored data?

Click on your name, select User Account, select Delete User Account and confirm your entry.

How do I change my settings (i.e. my preferred driving settings)?

To set preferences for all of your trips, click your name, then select Trip Settings to view and change your preferred trip options. You can override the preferred trip settings for individual trips if necessary.

How do I become a driver?

Order for TwoGo to recognize you as a driver, you have to register your vehicle:

  • Click on your name and select Vehicle. Now enter your vehicle details and then select Save.
  • Alternatively, you can register your vehicle or enter a temporary vehicle for which you want to use it directly during the journey: When you create or edit a journey request, select Show settings for driver and then select in Select the appropriate option in the Vehicle drop-down list.
How do I register multiple vehicles?

  • Click your name and select Vehicles to view your vehicle details.
  • Select user.quickguide.plus.png , and then enter the details of your model, the number of seats available for passengers and the vehicle registration number.
  • (Optional) Upload a picture of your vehicle so that your passengers can see it more easily.
  • If there is more than one vehicle in your profile, select one of them as the default vehicle.
  • Choose Save.
Can I change the default colors of the TwoGo apps to reflect my company colors?

You cannot change the colors yourself, but you can apply via the tenant application form.

Can I add my company logo to TwoGo so that it is displayed in the app?

You cannot add a logo yourself, but you can request that either a monochrome or a color logo be uploaded by a TwoGo administrator.

The following requirements apply to the image:

  • Text in the primary color must be legible on both a gray and a white background.
  • White text must be legible in front of a primary color as well as a secondary color background.
  • Text in the primary color must be legible against a background in the secondary color and against a white background.

All images for logos must be uploaded in PNG format with a transparent background. Please refer to the tenant application form for information on the size requirements for the image.

Questions about places

You have further questions? to the Places Handbook

How do I find and mark a place and why is it important?

Abbreviations for location information in TwoGo are used as aliases for addresses in full length. This ensures that addresses are entered correctly when using a calendar application.

The number of possible characters in the Places field for the appointment request is limited, and entering addresses repeatedly is time-consuming and error-prone. For this reason, it is necessary that you define preferred locations in your profile for addresses that you use particularly frequently. In the appointment request, you then only have to name the abbreviations for the locations in question as pick-up and destination points. TwoGo then determines the address that you have saved for the abbreviation in question and searches for a suitable driver / passenger for you for the calculated route.

Please note: If a match is found for your desired journey, the other person will not see the abbreviation (e.g. "HOME"). Only the address assigned to this abbreviation is displayed.

A preferred location:

  • Web: Select Saved locations, then enter the city, postcode, street name and house number of the Create Preferred Location card Place. Select the full address from the list of suggestions that TwoGo displays. Enter a meaningful short name for the location in the Short name field. Enter a meaningful note in the Meeting point field to precisely describe the meeting point for the passengers, and then select Save. The new location is now available as a new map with the specified short name in your set of saved locations.
  • Mobile: Select Places, then [+], enter the address details as described above, and select Create.
How do I create a location that cannot be identified by the system?

Since there are some addresses that cannot be identified by the navigation system used by TwoGo, you have the option of entering the exact address yourself in the web application by marking it on a map.

On the Create Preferred Location card, enter as much detail as possible in the Address field, then press Enter to accept the address as entered. TwoGo places a pushpin on the map to roughly mark the entered address. Pull the pushpin in place. TwoGo places the pushpin on the closest possible drivable street to the point you specified and updates the Address field accordingly. To correct or improve the address for the new position of the pushpin, move the mouse pointer over the pushpin and click on the Are our map details incorrect? on yes. TwoGo automatically resets the address to the one you originally entered in the Address field.

TwoGo saves the address exactly as you entered it, along with the position marker coordinates on the map. These are the details that other users will see in their appointment requests when they are offered a lift that includes this location.

Why can't TwoGo find my city / street?

order for your driver to be able to find you or for you to be able to find your passengers, you must provide a full address with house number. If your address is not found the house number, info@twogo.com so that we can contact our card provider can pass on.

How do I create a trip request without using a short name for the location?

If you do not use abbreviations for the places, the full address is required. Set the details for the departure time and location of your car pool on the New Trip (web) card or on the New Trip (mobile) screen. Enter the city, postcode, street and house number of the starting point and destination, and then select the full addresses from the list of suggestions that TwoGo will suggest. Choose Save.

TwoGo adds your new trip request as a new tab in the overview (web) or as a new entry in your My Trips list (mobile).

Why is Berlin shown as the starting point in the map view?

As the initial view, our map provider shows Berlin on the map. Before you enter an address, Berlin is therefore displayed as the initial view.

Questions about travel requests

You have further questions? To the journey requests manual

Create journey requests and find hits
How do I request a lift?

First you have to register with TwoGo and verify your email address. You can then either create a trip request or search for an existing trip and take part in it:

  • Web: Use the New trip card in the overview to specify how often you would like a lift, as well as the details for the location and, if applicable, a special route that you would like to take on the journey. Choose Save. The trip request is now displayed as a new map in the overview.
  • Mobile: On the My Trips screen, select the Advanced Mode option and set the details for the time and location of the trip. Tap the save icon. The trip request is now listed on the My Trips screen.
  • Calendar: Create your journey request as an appointment request in your calendar and send it to ride@twogo.com

The Quick Guide - Ride requests provides further information on creating a ride request.

How can I schedule travel requests? How early and how late can I send it?

There are no restrictions in this regard. It is recommended that you submit travel requests a few days in advance to improve the chances of finding a lift for you. However, TwoGo can also arrange an immediate ride without any lead time, provided that suitable drivers / passengers are available.

How can I search for and participate in an existing ride?

In the overview, select the Search option, enter details for the location and time and whether you want to participate as a driver, passenger or both. Choose Search. If a suitable ride is available, click the appropriate option to join next to the ride you want. TwoGo will now automatically add you to the car pool.

If there is still no suitable trip, you can save your search as a trip request. Click the Create Ride As option you want. TwoGo displays the journey you want, and you can make changes to it. Choose Save.

What is the difference between a normal trip and a business trip?

If your employer reimburses you for a trip, it is a business trip. You can use the Business trip check box to mark your trip as such when creating or editing a trip request. The following differences arise for a business trip:

  • TwoGo restricts your search so that you are only shown trips with colleagues or a specific group within your organization.
  • There is no portion to be paid for the driver or passengers (as the costs of this journey are reimbursed by your employer).
  • The map for the journey differs in the overview by an user.quickguide.business-travel-label.png .
I have to use a temporary vehicle. Where can I register this?

You can specify a temporary vehicle directly on the journey for which you want to use it. When you create or edit a drive request, select Show driver settings, then select Vehicle from the drop-down list, then Temporary vehicle (rental car, car sharing car, car from fleet) and then Save.

When do I get hits?

If there is a suitable car pool in the system, TwoGo will immediately offer you a hit. Otherwise you will receive a hit and a corresponding notification from TwoGo as soon as another user submits a suitable trip request. You will receive the last hits from TwoGo 5 minutes before the desired travel time. You can also check the status of your journey yourself at any time:

  • Web: under overview.
  • Mobile: On the picture My trips.
  • Calendar: TwoGo sends an appointment request with the details of the lift you have found.
  • SMS: If you provide a cell phone number and activate TwoGo SMS notifications, TwoGo will send you the details via SMS.
What can I do if there are no hits for my journey?

If TwoGo cannot find a suitable match for your journey, you can check whether there are similar alternative journeys and accept a suitable suggestion. These alternatives have minor changes to your original driving settings. If TwoGo finds similar alternatives, a list will be suggested for you to choose from. The suggestions are sorted according to the closest possible match with your original travel request. You can view the list in the web application, in apps, or via email notification (provided you have not opted out of this service).

  • Web and mobile: In the overview (web) or on the My journeys (mobile) screen, select the journey you want for which no lift could be found.
  • E-Mail: TwoGo will notify you of your preferred journey via a link in the e-mail. Click Show Alternatives.

Select the suggestion you want, then click Apply Changes. TwoGo updates the map with the trip request with the new details of the ride.

In addition, TwoGo (if available) shows a list of alternatives in local public transport and company shuttle services for your route.

If no alternatives are available, you will have to manually change your journey yourself in order to make major adjustments, e.g. B. on the times, settings, adapted routes, etc.

How can I take part in a trip that is shown in the trip schedule?

Simply click on any trip to open TwoGo and create a trip request. TwoGo then searches for the most suitable ride. However, depending on availability and your respective criteria, it may be that this is not the trip that you clicked on in the schedule.

Return journeys and series journeys
How do I request a return trip?

  • Web: Enter the time and the places for the outward journey on the New journey card, mark the checkbox As return journey, enter Enter the details for the return trip, then click Save.
  • Mobile: On the My Trips screen, select the Advanced mode option and specify the details for the times and locations for the outward journey. Then select As round trip (Android) or return trip (iOS), enter the details for the return trip and tap on the icon to save (Android) or on Create (iOS).
  • Calendar: So that TwoGo can recognize the outward and return journeys, the appointment requests in the Location field must always be numbered in the correct order.

In the following you will find an example of the information required for a typical journey in the morning to the place with the abbreviation “WORK” and back to the place with the abbreviation “HOME” in the evening : (Entries in the Location field are always in English)

1: HOME to WORK (from home to work) as a passenger
2: WORK to HOME (from work to home) as a passenger

How can I set up serial travel requests?

NOTE: In the case of longer repetition periods (e.g. every 3rd of the month), we recommend that you set up the desired journey via your calendar.

  • Web: For regular weekly trips, click Regularly on the New Trip card, then select the days of the week you want this trip to take place and the days to start repeating and should end. The Repeat card, the last card in the overview, gives you an overview of your series travel requests. In addition, a separate map is displayed in the overview for each of the series trips that you set up for the next week.
  • < liMobil: On the My journeys screen, select the Advanced mode option, specify the details for the times and locations for the journey, select Repeat, and specify when and how often these journeys are repeated should be.
  • Calendar: Create your journey request as an appointment request, set the desired driving rhythm and send your journey request to info @ twogo.com .

If the series drive request you have created is valid and is within the repetition period defined by your administrator (e.g. within seven days), TwoGo will immediately confirm it. However, if your trips are planned later, TwoGo will only send you the confirmation at the beginning of the repetition period within which the trip takes place (in this example, seven days before the date on which the trip is scheduled).
NOTE: If you have canceled your subscription to TwoGo receipts, you will not receive these initial appointment requests, but you will still receive the confirmation appointment requests if TwoGo finds matches for your travel requests.

Why aren't all of my series trip requests shown in the overview or in my calendar?

The Repetition card, the last card in the overview, gives you an overview of your series travel requests. In addition, a separate map is displayed in the overview for each of the series trips that you set up for the next week. If your travel requests extend over a longer period of time, TwoGo displays these trips continuously for each additional period of seven days. Accordingly, if you have subscribed to the TwoGo confirmations, you will also receive these confirmations continuously on the basis of this seven-day period.

EXAMPLES

SCENARIO 1: You create series travel requests from the current date for a month.

  • Today: In the overview trips for days 1 to 7 are displayed and confirmed in your calendar (if you have subscribed to TwoGo confirmations). An overview of your series travel requests is displayed on the Repeat card, which remains visible for the entire duration of the series travel requests.
  • Day 2: Journeys for the 8th day are displayed.
  • Day 3: Journeys for the 9th day are displayed.
  • It continues accordingly until TwoGo has confirmed all of your travel requests for the month.

SCENARIO 2: Today is February 6th, and you want to change a trip to a series trip that is scheduled for February 18th.

  • Today, February 6th: Since the trip will not take place within the next seven days, it will not yet be displayed in the overview or confirmed in your calendar.
  • February 12 (i.e. seven days before the trip): The updated trip is displayed in the overview and you will receive the corresponding confirmation from TwoGo.
Why did I receive an email stating that my series drive is no longer possible during this period?

The time frame you specified for your original series drive was very tight, but still feasible. Now, however, our map data shows that some factors have changed that have an impact on your original travel settings (e.g. new detours that increase your travel time, roadworks on your route that prevent you from reaching the destination address by car etc.). Due to these factors, the journey is no longer possible in the original time frame.

The e-mail informs you that you have to process your series trip requests in order to allow more time for the trip. We propose a new time frame in the email. You can simply click on the link provided to open and edit the series drive and make the necessary changes. On the Repeat card, the last card in the overview, you can also process your series travel requests.

Change or delete travel requests
How can I change a trip request?

How to change a trip request:

  • Web and mobile: Mark the corresponding trip request in the overview (or on the My trips screen for mobile applications) and then select the symbol to edit. Change any details, then click Update (or tap the save icon in mobile apps).
  • Calendar: Update the appointment request in the calendar and send an update to TwoGo.
How can I change the suggested route?

  • Web: If you want to deviate from the suggested route at a certain point, move the mouse pointer over the exact position on the New route map until a black circle will appear and drag it to the desired waypoint. TwoGo places a gray marker on the street closest to this position. If this is not the position you want, you can move the marker freely. Click on Save if it is a new journey request, or on Update if you are editing an existing journey request.
  • Mobile and Calendar: You must first use the web application to customize the route used between the two locations. If you then create a travel request between these locations in the mobile apps or the calendar, TwoGo automatically uses the adjusted route.
How can I change my preferred ride settings for a single ride?

You can override your driver-related settings for individual journeys:

  • Web: Select the desired journey in the overview and then set the desired options in the Journey areas on the New journey card as and (if applicable) settings as driver.
  • Mobile: On the Settings screen, select the Commute option and set the desired options.
  • Calendar: When you create the appointment request, you can only change your driver / passenger settings. In the Location field, after you have entered the short names for the route, enter the following additional information:
    • as driver or passenger: to either be a driver or passenger
    • as driver: to only to be considered as a driver
    • as a passenger: to only be considered as a passenger

NOTE: For the first two options, you must have already registered a vehicle in your profile.

How can I delete a trip request?

How to delete a trip request:

  • Web and mobile: Mark the corresponding trip request in the overview (or on the My trips screen for mobile applications) and then select the symbol to delete.
  • Calendar: Delete the original appointment request.
Decide who you want to ride with
Who will be suggested to me for carpooling?

By default, you will receive suggestions from all users in the TwoGo system, unless you are logged in through a company that has restricted the search to the group of members of the company. Within a company, you can further restrict the group of possible passengers to a certain group.

How can I change the group of people proposed to me?

If you are registered with TwoGo through your company and this includes a number of different groups, you can limit the circle of possible passengers to a small subgroup of these groups.

  • Web: Click Settings, select the Driving Settings card, and then in the Driving With section, select the group that will provide you with suggestions want. Choose Save.

NOTE: The settings will be applied to all further trips that you create or change.

  • Mobile and Calendar: You must first use the web application to specify the group from which you would like to receive suggestions. If you then create a trip request in the mobile apps or in the calendar, TwoGo automatically uses your settings for possible suggestions.
How can I stop certain people from being referred to me?

There will likely be some people you want to expel, or you've run into users who repeatedly canceled at the last minute or didn't show up at all. To exclude these people from potential driving hits, do the following:

  • Web: Click on their name and select Blocked People. Click Add, enter the person's name, and then select Save.
  • Mobile and Calendar: You must first use the web applications to block users you want to ban. If you then create a journey request in the mobile apps or in the calendar, TwoGo automatically applies your settings for blocked users.

NOTE: If you are a passenger of a shuttle service or a vehicle with more than six people, your settings regarding blocked people will not be taken into account by TwoGo.

Can I post my ride on my social network?

NOTE: Only applicable if the social networking function is activated in your system. Yes, it's very easy to let your followers know about your ride and invite them to ride with you. For journeys for which there are still vacancies, select the relevant map in the overview and select user.quickguide.share-big-ongreen.png , to publish your trip details on your social network.

How can I publish a ride for my followers?

You can publish rides for which ridesharing was found and those for which none were found for your followers. In the overview, select the map with the corresponding trip, click on the symbol to publish and then on the TwoGo symbol. Select people from your list of followers, then select Close.

How can I see the journeys posted by people I'm following?

In the overview, published trips are displayed in chronological order in addition to your own trips. You can use the filter arrow in the overview menu to limit the display to the trips you want to see.

Do I have to travel with the same person on both routes for a return trip?

No. When creating a return trip, TwoGo also takes into account hits that only cover a part of the trip. So you may be driving to work with one user and driving back with another. This is to increase the chance of hits.

What happens if a hit is found for only one part of the journey, but not for the other?

If you select the role of passenger or driver / passenger, your journey will only be confirmed if TwoGo finds hits for both legs of the journey. This is to prevent situations in which, for example, you can get a ride to work but then not get a ride back home from work.

On the Settings for the journey tab, you can select the option Ride as a passenger, even if a match is only found for one route of the round trip. If this option is activated, TwoGo will confirm your trip even if a hit was found for only one route of the trip. Selecting this option is only recommended if you have alternative travel options if needed. For example, if you want to go to work and back with TwoGo, but you might also use public transport to get home, you can select this option.

How can I take part in a ride that has been published in my community?

Rides published by people you follow are displayed in your overview in chronological order. Simply click on the Join option for the ride that interests you. TwoGo then opens the New Trip card. Enter any additional information that your trip may require, such as vehicle details or a phone number, then click Save.

Carefree rides
How is the travel time calculated?

All travel time calculations are based on historical or current traffic information. This allows TwoGo to suggest different routes based on the day and time you want to travel.

How do I avoid long detours when picking up and dropping off passengers?

The detours calculated in TwoGo are given in minutes instead of kilometers. This makes the estimate of the detour more accurate. As a driver, you have the option of entering your own detour tolerance in your profile. The minimum allowed is 3 minutes, the maximum is 99 and the default is 8. If TwoGo suggests multiple carpooling, you will of course be offered the option with the smallest detour.

  • Web: Click your name, select Settings to view your driving options, and then set a detour time that is acceptable to you.
  • Mobile: On the Settings screen, select the Commute option, and then set a detour time that is acceptable for you.
Emails and appointment requests from TwoGo
How can I unsubscribe from TwoGo email notifications?

When you register with TwoGo, you automatically have a subscription to the following e-mail notifications:

  • Calendar updates to confirm your journey and any changes you make to it
  • Suggestions for carpooling for the next working day
  • Alternatives for journeys for which no hits were found
  • Confirmed journeys as calendar updates

To change your subscription settings:

  • Click your name and select Notifications.
  • Disable the option for the type (s) of emails that you no longer want to receive.
  • For trip confirmations, select SMS to receive notifications via SMS instead.
  • Choose Save.

Alternatively, you can unsubscribe directly from the respective e-mail:

  • Select the Unsubscribe link in the body of the e-mail, and send the generated e-mail to info@twogo.com .

If the link to cancel the subscription does not open automatically in your e-mail application, you can cancel the subscription manually by sending an e-mail to TwoGo in the following format:

  • FROM:
  • TO: info@twogo.com
  • SUBJECT:
    • unsubscribeMeetingRequests (for calendar confirmations)
    • unsubscribe (for suggestions for carpooling)
    • unsubscribeProposals (for suggestions for alternative trips)
How do I use TwoGo emails with suggestions for carpooling for the next working day?

To help you find a lift, we are compiling a list of possible hits in your neighborhood for the next working day. By simply selecting the link next to your preferred proposal, you can open or download an appointment request, which you can then send to . You can edit the template like any other appointment request. Be aware, however, that changing the original template may reduce the chances of getting a lift.

Please note: The suggestions you receive do not automatically guarantee an exact match. They will be selected at the time the proposal email is sent. It is therefore possible that if the free spaces are already occupied by the time you answer, the passenger has already been referred to another driver, or a user has changed his appointment request in the meantime, and the ride is no longer available can be created.

What do I do with appointment requests that I receive from TwoGo?

Read the content of TwoGo's automatically generated appointment requests carefully. They contain important information for every stage of your journey. TwoGo sends the following appointment requests:

  • A confirmation of receipt of the appointment request (only applies if you have not canceled the subscription to TwoGo receipts): TwoGo sends this appointment request to indicate that your journey request has been received. The appointment request blocks your calendar from the earliest possible departure time to the latest possible arrival time that you have specified and contains all the information that TwoGo uses to arrange your ride.
  • A rejection of the appointment request (only applies if you have created the trip request in your calendar and it contains errors): TwoGo sends this appointment request to reject the trip request. The appointment request indicates the error and contains useful information on how to correct the appointment request.
  • A confirmation of the appointment request: If the system finds a hit, TwoGo sends an appointment request with a confirmation of the exact departure and arrival time of your carpool. The appointment request contains a itinerary with times for the planned lift and information about your fellow travelers. If you have subscribed to TwoGo receipts, this confirmation will simply update the original appointment request that you received for this trip. You must accept this confirmation of the appointment request without changing it.

Most of the content is based on system assumptions. Regardless of whether you are a driver or a passenger, check that the information is correct and save the appointment requests so that you can refer to the information at a later time if necessary.

Why do I get an appointment refusal due to "... an unsupported appointment request format"?

TwoGo does not know the format of your message. To solve this problem, make sure that there is a contact in your Outlook called ride@twogo.com that is used for Sending e-mail is configured in plain text format.

To change the format of the message to TwoGo, proceed as follows: With the message open, select the To field and then double-click the TwoGo contact to bring up the E-Mail dialog box -Open properties. Select Send as Plain Text in the Internet Format list, and then select OK.

For more help on changing the message format, see [1]

Questions about trips
When do I get hits?

If there is a suitable car pool in the system, TwoGo will immediately offer you a hit. Otherwise you will receive a hit and a corresponding notification from TwoGo as soon as another user submits a suitable trip request. You will receive the last hits from TwoGo 5 minutes before the desired travel time. You can also check the status of your journey yourself at any time:

  • Web: under overview.
  • Mobile: On the picture My trips.
  • Calendar: TwoGo sends an appointment request with the details of the lift you have found.
  • SMS: If you provide a cell phone number and activate TwoGo SMS notifications, TwoGo will send you the details via SMS.
How do I confirm a suggested trip?

If TwoGo notifies you of a hit, this trip is already set up. So you don't have to confirm anything. However, if you cannot accept the trip, please change or cancel your trip request.

How can I refuse an unfavorable carpool?

TwoGo always tries to find matches based on the settings you have specified. If a ride does not suit you as a driver, you can change your settings for this specific journey and then submit it again. Alternatively, update your default settings, delete your desired trip and create a new one so that TwoGo can use the updated settings to find a suitable trip.

How do I get reminders about upcoming rides?

  • Web: In the overview, TwoGo updates the details of the upcoming trip directly on the map for the trip.
  • Mobile: TwoGo displays a notification next to the TwoGo app icon (iOS) or in the notification bar (Android). In addition, TwoGo sends a message to your TwoGo inbox.
  • Calendar: You can use the standard reminder function in the calendar. TwoGo sends all invitations for arranged shared trips with a default reminder time of 15 minutes. However, you can change this setting in your calendar yourself at any time by double-clicking on the relevant appointment and making the desired changes.
How do I find out about changes to a ride that has been found?

  • Calendar: You will be informed of changes by updating the appointment request.
  • SMS notifications: If you have activated Enable TwoGo SMS notifications, TwoGo will send you the details via SMS.
  • Mobile: You can select Settings > App to enable push notifications.

order for this process to run smoothly, however, it is crucial that every user always informs TwoGo of any changes to their plans as soon as possible by editing their journey request:

  • Web: Select the desired trip in the overview and then select the symbol to edit. Change the information and then choose Update.
  • Mobile: Select the relevant trip on the My Trips screen, tap on the "Edit" icon and make the required changes.
  • Calendar: Update the appointment request in the calendar and send an update to TwoGo.
How do I inform my passengers that I will be late?

In the event of major delays or delays that you know about well in advance, please change your journey preferences. TwoGo will then inform the other persons concerned for you:

  • Web: Select the desired journey in the overview and then select the symbol to edit. Change the information and then choose Update.
  • Mobile: For every trip found in your My Trips picture, there is contact information for all participants in this trip. You can send a predefined SMS (e.g. I'll be 5 minutes late) or your own message.
  • Calendar: Change the appointment request in the calendar and send an update to TwoGo.

In the event of minor changes or changes that are made at short notice, please call the driver / passenger and notify them yourself, or call the TwoGo Helpdesk.

How can I change or cancel a lift that has been found and what happens to the passengers?

In order to keep the inconvenience for your passengers as low as possible, make any necessary changes or cancellations of TwoGo ridesharing opportunities as early as possible. If this happens at very short notice and a joint ride with other participants has already been arranged, also notify the driver / passenger directly by phone using the contact information provided in the confirmed details for your car pool.

  • Web and mobile: In the overview (or on the My journeys screen of your mobile application), select the desired journey and then select the symbol for Edit or delete.
  • Calendar: To change the details of the lift, update the appointment request in your calendar and send the update to TwoGo. To delete the lift, delete the appointment request and send a cancellation to TwoGo.

If you cancel the lift in the morning, the passenger may still have the opportunity to find an alternative. If this happens in the evening, please try, if possible, to just postpone the trip instead of canceling it entirely. Your passengers may be ready to drive at a later point in time.

How do I contact a passenger or driver before or after the ride?

The contact details for each trip together are stored on the corresponding map of the trip (web and mobile) and in your calendar entry. The details are there until the end of the journey together. If you need help, call the TwoGo Helpdesk.

Why is my departure or drop-off point not at the address I originally requested?

As a rule, you will be picked up and dropped off at the address you specified. In practice, however, it may occasionally be faster to cover short distances on foot instead of by car in the following cases:

  • If your departure address is no more than 300 meters from the driver's departure address, In the TwoGo confirmation of the lift, you will be asked to go to the driver's departure address. The same goes for your address and the destination address of the driver.
  • If your departure address is no more than 300 m from the departure address of a passenger, you will be asked to move to a different departure address. In this case, TwoGo selects a meeting point for both passengers so that the driver does not have to stop twice within a short period of time.

Your TwoGo confirmation of the lift ticket always contains your actual departure and destination addresses, so that you can find out in advance what you need to be prepared for. If the walk is unacceptable, please advise the driver of this before driving.

How do I find out how much my share of the travel costs is?

NOTE: This only applies if the trip is not a business trip and TwoGo has activated the payment function either in your account or that of the driver with whom you are carpooling . When TwoGo notifies you of a hit, it also includes an estimate of your share of the travel expenses. This estimate is shown on the picture with the details of the trip and in the trip confirmation appointment requests that TwoGo sends.

This value is based on average cars, average gasoline consumption and average fuel prices. The value is intended to cover the vehicle's operating costs and distribute them evenly. NOTE: Since TwoGo is not intended for the driver to earn money with the passengers, the costs per kilometer were intentionally set relatively low so that the total costs for all passengers are no more than the journey for would have cost the driver alone.

The estimate is country-specific, but the formula is generally based on the following information:

  • Fixed costs per kilometer
  • Number of participants in the journey (more Passengers lead to lower costs for the individual)
  • Minimum amount per trip

Please note that the estimate is only a rough approximation of the actual cost of the trip. It depends on each passenger whether he or she wants to pay the amount displayed, suggest a different amount or pay nothing at all.

Questions about followers and following
Followers and following
What does it mean to follow someone at TwoGo?

Following someone means you can see the rides that person posts for their followers. You will receive a notification and have the opportunity to ride. Published trips are shown directly in your overview, and if you have activated the corresponding option under Notifications, you will also receive an email notification. So you have the opportunity to take part in a ride that interests you by simply clicking on the option to join. On the Followers tab, you can use the Following list to set who you want to follow.

NOTE: The following function is not reciprocal. You can't post for people unless they are following you too.

How do I know who is following me?

Users who follow you will appear in your list of your followers:

  • People you have ridden with or are currently carpooling with in the last six weeks the opportunity to follow you. When they add you to their following list, they'll become your followers.
  • Furthermore, people who you have invited to follow you via the + symbol in the list of followers.
  • People you invited to follow you in the past but have since blocked will still appear in your list of your followers. However, they are marked as blocked and cannot see the journeys you have published.
How can I stop someone from following me?

If there is someone who is following you but you no longer want them to, you can block that person; But you can't remove them or stop them from following you. This way, these people will continue to believe that they are following you, but will not notice when you publish trips for your followers.

How can i follow someone?

You can easily follow others by selecting them from the following list. TwoGo compiles this list of people you've been driving with or are currently carpooling with in the past six weeks, as well as people who are already following you. People you have actively banned will be left out. To follow someone on this list, just select + and then Done.

Why don't I see someone I drove with on the list of people suggested to follow?

If you have already blocked a user in your profile, TwoGo will automatically exclude them from your following list. Even people with whom you drove more than six weeks ago are not displayed in the list.

How do I invite someone to follow me?

On the Followers tab, select the Followers card and click + to send an invitation via email.

How can I block someone who is following me?

On the Followers tab, select the appropriate person from your list of followers and click the lock icon. Alternatively, you can block someone using the Blocked People settings to prevent that person from being suggested to you for a car pool.

Can I automatically follow someone who follows me?

No, but this person will appear in the list of suggested people to follow so that you can decide for yourself whether you want to follow them or not.

How do I get email notifications for rides posted by my followers?

Trips are automatically displayed in the overview; You can also have them sent to you by e-mail: Click on your name, select Notifications, and mark or unmark the journeys of people you follow as required.

Questions about data protection
TwoGo data protection
How does TwoGo protect my data?

In the TwoGo privacy policy you will find further information on how we protect your data.

How can I prevent others from seeing my ridesharing opportunities on my calendar?
The TwoGo calendar entries are standard appointment requests in your calendar. With the help of the standard calendar functions, you can decide for yourself who can access your calendar. TwoGo responses to your travel requests are automatically set as private.
Why is information about some users not displayed?

These are anonymized values. If there is only a small amount of random samples available when generating the report, we must ensure anonymity for data protection reasons even if someone has additional knowledge about this user. For example, suppose you are viewing statistics for an anonymous user with an address in city X; if you know that there is only one colleague who lives in city X, you immediately know who it is. Therefore, whenever a report has fewer than five users, some values are anonymized and either replaced with a series of asterisks or left blank.

Access rights for mobile apps
What access rights are required for the mobile apps and why?

TwoGo only requests access to the interfaces that are absolutely necessary. For example, for those that allow you to upload a photo (if you wish) or those that ensure the functioning of the app - such as B. to determine whether a mobile internet connection is available, as the app has to communicate with our servers to create travel requests. The handling of user data is precisely defined in our data protection guidelines: We neither process nor pass them on.

What access rights does the Android app require?

If you have an Android smartphone version 6 or higher, you can set the access rights for the app yourself. If you z. For example, if you want to upload a photo of yourself, you can set whether the app is allowed to access the photo at that moment. If you have granted access rights, you can revoke them again at a later point in time via the app manager. During the installation of TwoGo you will be asked for each access right individually. You will not be forced to automatically give general consent. We have adapted the Android version of TwoGo to the new features in Android 6 to give you the best possible control over your data. The following list explains the access rights and the functions for which they are required.

Camera
  • Taking photos and videos:

Required to get a picture of you or of your vehicle and to put it in your Upload profile or your vehicle details.

Contacts
  • Searching for user accounts on the device / reading out your contacts:

When registering via the app, required to read your user data, to automatically fill in as many fields as possible.

Location
  • Required to access the GPS module if you have selected the "Share my location" function

Access exact location (GPS and network):

Phone
  • Read out phone status and identity / call phone numbers directly:

Required, to call the driver / passenger of a car pool from the TwoGo app.

SMS
  • Receipt of text messages (SMS):

Required to automate the verification of the phone number in your user profile (the PIN is read from the SMS and entered directly in the confirmation field of the app).

  • Sending text messages (SMS):

Required to send an SMS to a driver / passenger on a particular journey (e.g. "Me I'm 5 minutes late ”etc.)

Storage
  • Reading the contents of your USB storage:

Used on phones that cannot edit images in memory but have to temporarily save them to the SD card after saving. These images will be deleted from the card after processing.

Notifications
  • Push notifications or data updates when your user objects change in the TwoGo system (e.g. if you use the calendar or the web UI use) or when a car pool has been found or a trip has been updated or canceled.
  • Optional notifications in the following situations:
    • X minutes before departure
    • Updating the app
    • Checking for updates for devices that are not have Google Cloud Messaging (such as Amazon Kindle)
Other app functions
  • Control vibration:

Optional vibration alert when creating, changing or deleting a trip

  • Prevent the phone from going to sleep:

Deactivate sleep mode when you open the map to track the position of the driver / passenger

  • Data received from the Internet:

Used by TwoGo required to read or write the data from www.twogo.com

  • Show network connections:

Required to determine whether the phone or . Tablet has an internet connection, so whether actions that require communication with the server, au can be guided.

  • WLAN connections:

Required to determine whether the phone or tablet has a WLAN connection, i.e. whether actions that involve communication with the server require can be run.

  • Change network status / change WLAN status:

Is only used for automatic tests

  • Read logs:

Is required by the SAP Performance Library, which we have to implement as part of the performance product standard; ie the TwoGo app does not use this type of access in live mode.

What access rights does the iOS app require?

The following access rights are optional for iPhones or iPads and can be changed at any time in the settings of your mobile device.

Contacts - required to save driver data in the iOS address book. The iOS app never reads data from your address book. There are two situations in which the app accesses the address book:

  • If you explicitly want to save or save the contact details of the driver or passenger in the address book after a trip. Before this access, however, you will also be asked whether you want to allow TwoGo to access the address book.

Photos - required to upload a picture from the iOS photo gallery to your profile or vehicle details.

Camera - required to get a picture of you or your vehicle and upload it to your profile or vehicle details.

Location services - required if you want to share your current location with your driver or passenger via GPS shortly before the scheduled meeting. Also required if you want to select Current Location when creating a ride or a favorite location.

Notifications - required if you want push notifications to be displayed as a red icon on the app's icon.

Registration questions
How do I register with TwoGo?

Register with TwoGo via www.twogo.com . Select Register for Free, enter your contact information and follow the instructions in the verification email TwoGo sends you.

Who can register?

Everyone can register as a private person. If your employer has a license for the TwoGo service, you can decide whether you want to register as a private person or as an employee. If your organization would like more information about TwoGo, click on Use TwoGo for Your Organization at www.twogo.com .

How do I request a lift from TwoGo?

First you have to register with TwoGo and verify your email address. You can then either create a trip request or search for an existing trip and take part in it:

  • Web: Use the New trip card in the overview to specify how often you would like a lift, as well as the details for the location and, if applicable, a special route that you would like to take on the journey. Choose Save. The trip request is now displayed as a new map in the overview.
  • Mobile: Use the My Trips screen to set the details for the date, time and location for the trip. Choose Save.
  • Calendar: Create your ride request as an appointment request in your calendar and send it to ride@twogo.com .

The Quick Guide - Trip Requests provides further information on creating a trip request.

Why do I have to give my private address?

When you register with TwoGo, you set an address as your preferred pick-up point. You can avoid revealing your private address by using a secure public place nearby instead. TwoGo automatically converts it to a location with the abbreviation HOME. So you can use this address quickly and easily in your travel wishes and also receive travel suggestions from TwoGo for possible hits in your neighborhood.

Can I register without a phone number?

You can register without a phone number. When you create your first trip request, however, you must provide a telephone number so that your passengers can contact you and so that you do not miss any current information about your trips (via SMS notification).

Why do I have to provide an employee ID during verification?

NOTE: This only applies to organizations that request an ID to identify their employees.

In certain cases an organization allows its employees to register for their TwoGo service with their personal e-mail address and a special invitation token instead of a company e-mail address. In the case of the private email option, some organizations may explicitly request an ID to identify employees during registration. In this case, you must enter a recognized reference that identifies you as belonging to the organization. If you are an employee, this reference is the employee ID.

Questions about points and prices
What are experience points (XP) at TwoGo?

Experience points are virtual rewards at TwoGo that you receive every time you use the application as either a driver or a passenger. You will receive points when creating travel requests and participating in car pools. So the more active you are at TwoGo, the more points you get.

How can I collect points?

When using TwoGo, you automatically collect experience points (EP):

  • 1 point if you create a journey request
  • 3 points if you are a passenger on one Participate in a car pool
  • 5 points if you participate in a car pool as a driver
Why am I losing points?

  • Points that you receive when you are assigned to a car pool will be lost if that trip is canceled or you delete it.
  • If you delete a trip request within 24 hours of creating it and the appointment is still in the future at this point, you will lose one point.
When will my points be updated?

TwoGo automatically updates your points and shared routes. If you take part in TwoGo Gamification, your current score will be displayed in your profile next to your name and in the ranking list.

What can I do with the points?

Currently, you can use your well-earned points to show off to friends, track your progress, and monitor your position in the leaderboard.

Do the points expire?

No, the points never expire. However, if you delete your user account and log in again, the score will be reset to zero.

How can I view my position in the leaderboard?
To view your position in the leaderboard, click on Points under your name at the top of the picture. If your position is not very high, it will be shown below. You can use the arrow on the drop-down list to switch between the best overall and the best over the last 30 days.
Can I use a nickname in the leaderboard?

By default, the ranking lists everyone with their first and last names, but you can use a nickname of your choice instead. To do this, click on your name and enter the desired pseudonym. NOTE: This nickname is only used in the ranking, the name of your user account does not change.

Administration questions

You have further questions? To the administration manual

Support

Our support is available around the clock if you have any questions.
contact our helpdesk or send us an email.

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