Contents


Creating rides and getting matched

How do I request a shared ride?

First you need to register with TwoGo and verify your email address. You can then either create a ride intent or search for and join an existing ride:

  1. Web: From the Dashboard, use the Create ride card to set when and how often you want to share the ride, the location details, and any specific route you want to take for the ride. Click Save. The ride intent is now added as a new card on the Dashboard.
  2. Mobile: On the My Rides screen, select Advanced Mode then set the time and location details for the ride. Tap the save icon. The ride intent is now listed on the My Rides screen.
  3. Calendar: Create your ride intent as a meeting request in your calendar and send it to ride@twogo.com.

The Quick Guide - Ride Intents provides further information about creating a ride intent.

How do I time ride intents? How early and how late can I submit them?

There is no limit in this respect. It is recommended that you submit your ride intents a few days in advance to improve the chances of finding a shared ride for you. However, TwoGo can also arrange an immediate shared ride, with no lead time if there are suitable drivers/passengers.

How do I search for and join an existing ride?

From the Dashboard, click Search, enter the location details, time and whether you want to participate as driver, passenger or either. Click Search. If an available ride exists, click the relevant Join option next to the ride you would like to join. TwoGo matches you automatically.

If there isn't a matching ride available yet, you can save your search as a ride intent. Click the relevant Create ride as option you want. TwoGo displays your ride intent, giving you the option to make any changes you require. Click Save.

What’s the difference between a conventional ride and a business trip?

If a ride is reimbursed by your employer, this is a business trip. You can designate it as such with the Business Trip checkbox when you create or edit a ride intent. TwoGo treats a business trip with these distinctions:

  • Automatically restricts you to only being matched with colleagues or a specific group within your organization.
  • No fair share contribution for drivers or passengers (because this ride is an expense reimbursed by your employer).
  • On the Dashboard, the ride card is distinguished by a user.quickguide.business-travel-label.png.

I need to use a temporary car, where do I register it?

You can specify a temporary car directly in the ride in which you want to use it. When you create or edit the ride intent, select Show Driver Settings, then from the Car dropdown list select Temporary Car (rental, pool or fleet car) and then Save.

When do I get matched?

TwoGo will match you immediately if a matching ride intent already exists in the system. Otherwise, as soon as another user submits a suitable ride intent, TwoGo will match you and send you a notification. The latest that TwoGo will match you is 5 minutes prior to your requested ride time. You can also consult the status of your ride intent at any time:

  1. Web : From the Dashboard.
  2. Mobile: On the My Rides screen.
  3. Calendar: TwoGo sends a meeting request with the details of your matched ride.
  4. SMS: If you provide a cell phone number and opt in to TwoGo SMS notifications, TwoGo sends you the details in a text message.

What can I do if my ride is unmatched?

If TwoGo cannot find an exact match for your ride intent, you can check if there are close alternative rides available and accept a proposal that suits you. These alternatives represent minor modifications to your original ride settings. If TwoGo finds close alternatives it proposes a list for you to choose from. The proposals are ranked in order of how similar they are to your original ride intent. You can consult the list from the Web application. mobile apps or by email notification (provided you have not unsubscribed from this service):

  1. Web & mobile: From the Dashboard (Web) or My Rides screen (mobile), select the unmatched ride intent.
  2. Email: TwoGo notifies you via a link in the Close matches for your ride email. Click View close matches.

Select the proposal you prefer and then click Apply change. TwoGo updates your ride intent card with the new details of your shared ride.

Additionally, where applicable, TwoGo presents a list of public transport and company shuttle alternatives for your route.

If there are no available alternatives, you will need to manually change your ride intent yourself to make more extensive adjustments, for example to your times, preferences, customized routes, and so on.

How do I join a ride I see in the rides timetable?

Just click any ride to open TwoGo and create your ride intent. TwoGo will try to match you with the most relevant available ride, but depending on availability and your specific criteria this ride may not be the one you clicked on from the timetable.

Round trips and recurring rides

How do I request a round trip?

  1. Web: On the New ride card, enter the time and locations for the outbound leg, select the Make it a round trip checkbox, enter the return leg details, then click Save.
  2. Mobile: On the My Rides screen, select Advanced Mode, set the time and location details for the outbound leg. Then select Make it a round trip (Android) or Return trip (iOS), complete the return leg details and tap the save icon (Android) or Create (iOS).
  3. Calendar: For TwoGo to identify the round trips, the meeting requests must always be numbered sequentially in the Location field.

The following provides an example of the details necessary for a typical commute in the morning to a location labeled with the short name "Work" and back to a location labeled with the short name "Home" in the evening: (Location field entries are always in English)

1: Home to Work as passenger
2: Work to Home as passenger

How do I set up recurring ride intents?

NOTE: For wider recurrence options (for example, every 3rd of the month) we recommend you set up your ride intent via your calendar.

  1. Web: For regular weekly rides, on the New ride card, click Weekly and then select the days on which you want this ride to recur each week and the dates on which you want the recurrence to start and end. You can see an overview of your recurring ride series on the Recurrence card, the last card on the Dashboard. In addition, the Dashboard displays a separate card for each of the recurring rides you set up for the next seven days.
  2. Mobile: On the My Rides screen, select Advanced Mode, set the time and location details for the ride, select Repeat and specify when and how frequently you want the ride to recur.
  3. Calendar: Create your ride intent as a meeting request, set the recurrence frequency that you want, and then send it to ride@twogo.com.

If your recurring ride intent is valid, TwoGo immediately acknowledges the ride intents you created if they occur within the default recurrence period set by your administrator (for example, within the next seven days). Otherwise, if you have rides that occur later than this, TwoGo sends acknowledgements at the beginning of the recurrence period in which they occur (in this example; seven days before the date each ride is scheduled).
NOTE: If you have unsubscribed from TwoGo acknowledgements, you will not receive these initial meeting requests, but will still be sent the confirmation meeting requests when TwoGo matches your ride intents.

Why don’t I see all my recurring ride intents on my Dashboard or in my calendar?

You can see an overview of your recurring ride series on the Recurrence card, the last card on the Dashboard. In addition, the Dashboard displays a separate card for each of the recurring rides you set up for the next seven days. If your rides recur over a longer period than this, TwoGo will display these rides on a rolling basis for each additional seven day period. Similarly, if you are subscribed to TwoGo acknowledgements you receive these acknowledgements on the same rolling seven day basis.

EXAMPLES

SCENARIO 1: You request rides on a recurring basis for one month starting from today.

  1. Today: You see rides for days 1-7 on your Dashboard and acknowledged in your calendar (if you are subscribed to TwoGo acknowledgements). You also see an overview of your recurring ride series on the Recurrence card. This is visible for the whole duration of your recurring ride series.
  2. Day 2: You see rides for day 8.
  3. Day 3: You see rides for day 9.
  4. And so on until TwoGo has acknowledged all your ride intents for the month.

SCENARIO 2: Today is 6th February, you want to modify an occurrence of a recurring ride intent scheduled for 18th February.

  1. Today, 6th February: As the ride is not due to start within the next seven days, the ride is not yet visible on your Dashboard or acknowledged in your calendar.
  2. 12th February (that is, seven days before your ride): You see the updated ride on your Dashboard and receive the acknowledgement from TwoGo.

Why did I get an email saying my recurring ride is no longer possible in the allotted time?

The time frame you set for your original recurring ride was tight, but still possible. However, now our map data shows some factors affecting your original ride settings have changed (for example, new traffic diversions now make your journey longer, road works on your route make the destination address no longer reachable by car, and so on). These factors mean you can no longer complete your ride within the original time frame.

The email alerts you to this and notifies you that you need to edit your recurring ride series to allow more time for your journey. We propose a new time frame in the email, so simply click the link provided to open and edit your recurring ride and make the necessary changes. You can also edit your recurring ride series from the Recurrence card, the last card on the Dashboard.

Changing or deleting ride intents

How do I change a ride intent?

To change a ride intent:

  1. Web and mobile: From the Dashboard (or My Rides screen in mobile apps), select the relevant ride intent and click (or tap) the edit icon. Modify the relevant details, then click Update (or tap the save icon in the mobile apps).
  2. Calendar: Update the meeting request in the calendar and send an update to TwoGo.

How do I modify the suggested route?

  1. Web: On the New ride card, where you want to deviate from the suggested route, hover over that point until a black circle appears, then drag it to the waypoint you prefer. TwoGo places a gray marker at closest street to this position. If this is not the position you intended you can move the marker around. Click Save if this is a new ride intent or Update if you are editing an existing one.
  2. Mobile and calendar: You must first use the Web application to customize the route you want to use between given locations. Then when you create a ride intent between those locations in the mobile apps or calendar, TwoGo automatically uses the route you have customized.

How do I change my preferred commuting options for a single ride?

You can override your driver-related settings for a specific ride:

  1. Web: From the Dashboard, select the relevant ride intent and then on the New ride card set the options you require in the Ride as and (where applicable) Driver preferences sections.
  2. Mobile: On the Settings screen, select Commuting and set the options you require.
  3. Calendar: When you create the meeting request, you can only change your driver/passenger preference. In the Location field after you have entered your location short names for the route, enter the following additional information:
    • as either: to be either a driver or passenger
    • as driver: to only be considered as a driver
    • as 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 do I delete a ride intent?

To delete a ride intent:

  1. Web and mobile: From the Dashboard (or My Rides screen in mobile apps), select the relevant ride intent and click (or tap) the delete icon.
  2. Calendar: Delete the original meeting request.

Being sure who you’re matched with

Who do I get matched with?

By default, you are matched with all users in the TwoGo system, unless you signed up with an organization and it has restricted matching to members of that organization only. Within an organization you can further restrict your circle of ride participants to a specific group.

How do I change the group of people I get matched with?

If you signed up to TwoGo with your organization and it contains a number of separate groups, you can choose to restrict your circle of ride participants to a small subset of these groups.

  1. Web: Click Settings, select the Ride preferences card, then in the Ride with section select the group you want to be matched with. Click Save.

NOTE: The settings will be applied to all subsequent rides you create or change.

  1. Mobile and calendar: You must first use the Web application to set the group you want to be matched with. Then when you create or change a ride intent in the mobile apps or calendar, TwoGo automatically applies your matching preferences.

How do I block people from getting matched with me?

Inevitably there might be some people you want to avoid or perhaps you have encountered some users who have repeatedly canceled at short notice or failed to turn up.To exclude these people from potential ride matches:

  1. Web: Click on your name and select Blocked people. Click Add, enter the name of the person, then click Save.
  2. Mobile and calendar: You must first use the Web applications to block any users you want to avoid. Then when you create a ride intent in the mobile apps or calendar, TwoGo automatically applies your blocked user preferences.

NOTE: If you are a passenger in a shuttle service or any other vehicle with more than six people, TwoGo does not take into account your blocked people preferences.

Can I post my ride to my social network?

NOTE: Applies only if the social sharing feature is activated in your system. Yes, it's easy to let your followers know about your ride and invite them to join you. For any ride that still has free seats available, select the card from your Dashboard and click user.quickguide.share-big-ongreen.png to post your ride details to your social network.

How do I post a ride to my followers?

You can post both matched and unmatched rides to your followers. Select the relevant ride card from your Dashboard, click the share icon, then click the TwoGo icon. Select the relevant people from your Followers list, then click Close.

How do I view posted rides from people I'm following?

Your Dashboard shows posted rides in addition to your own rides in chronological order. You can use the filter arrow on the Dashboard menu to restrict the view to the set of rides you want to see.

How do I join a ride posted in my community?

Rides posted by people you follow are displayed in chronological order on your Dashboard. Simply click the Join option on the ride you're interested in. TwoGo opens the Create Ride card. Enter any additional information that may be required for your ride (eg, car details or phone number), then click Save.

Hassle-free driving

How is driving time calculated?

All driving time calculations are based on historical or current traffic information. Thus TwoGo may suggest different routes based on the day and time of your ride intent.

How do I avoid long detours to pick up or drop off passengers?

The detours calculated in TwoGo are expressed in minutes rather than kilometers. This makes the estimate of the detour more precise. As a driver, you have the option to include your own individual detour tolerance in your profile. The minimum allowed is 3 minutes, the maximum is 99 and the default is 8. If TwoGo comes up with several shared ride options, you will of course be offered the option with the smallest detour.

  1. Web: Click on your name and select Preferences to display your commuting options, then set your acceptable detour time.
  2. Mobile: On the Settings screen, select Commuting, then set your acceptable detour time.

Emails and meeting requests from TwoGo

How do I unsubscribe from TwoGo email notifications?

When you register with TwoGo you are automatically subscribed to receive the following email notifications:

  • Calendar updates to acknowledge your ride intent and any changes you make to it
  • Shared ride proposals for the next business day
  • Close matches for unmatched rides
  • Confirmed rides as calendar updates

To change your subscription settings:

  1. Click on your name and select Notifications.
  2. Unselect the option for the type of email you no longer want to receive.
  3. For the confirmed ride email, select SMS to receive notification by text message instead.
  4. Click Save.

Alternatively, you can unsubscribe directly from within an individual email:

  1. Click the Unsubscribe link included in the body of the message, then send the generated Unsubscribe email to ride@twogo.com.

If the unsubscribe link doesn’t automatically open in your email application, you can manually unsubscribe by sending an email to TwoGo in the following format:

  1. FROM: <Use the same email address that you have registered in your TwoGo account>
  2. TO: ride@twogo.com
  3. SUBJECT: <use one of the following subjects depending on which email you want to unsubscribe from>
    • unsubscribeMeetingRequests (for calendar acknowledgements)
    • unsubscribe (for shared ride proposals)
    • unsubscribeProposals (for close match proposals)

How do I use TwoGo emails with shared ride proposals for the next business day?

To help you find a ride, we compile a list of possible matches in your neighborhood, for the next working day. By simply clicking on the link next to the suggestion you prefer, you will open or download a meeting request that you can send to ride@twogo.com. You can edit the template like any other meeting request. Nevertheless, bear in mind that by changing the original template you might be reducing the chances of getting a shared ride.

Note: The suggestions that you receive do not automatically guarantee a match. They are selected at the time that the proposal email is sent out. Therefore, if the free seats are already taken by the time you reply, the passenger has already been matched with another driver, or a user has changed their meeting request in the meantime, it may be the case that the shared ride can no longer be created.

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

Read the contents of the automatically generated meeting requests from TwoGo carefully, they contain important information for each stage of your ride intent. TwoGo sends the following sequence of meeting requests:

  1. An acknowledgment meeting request (applies only if you have not unsubscribed from TwoGo acknowledgements): TwoGo sends this meeting request to indicate it has received your ride intent. The meeting request blocks your calendar from the earliest departure time to the latest arrival time you indicated and includes all the information that TwoGo uses to arrange your shared ride.
  2. A decline meeting request (applies only when you created your ride intent via your calendar and it contains errors): TwoGo sends this meeting request to decline the ride intent. The meeting request indicates the error and provides some useful hints on how to correct your meeting request.
  3. A confirmation meeting request: When the system finds a match for you, TwoGo sends a meeting request with a confirmation of the precise departure and arrival times of your matched ride. The meeting request includes an itinerary with timings for the scheduled shared ride, as well as information on your fellow passengers. If you subscribed to TwoGo acknowledgements, this confirmation simply updates the original meeting request you received for this ride. You must accept this confirmation meeting request as it is, without modifying it.

Much of this content is based on system assumptions. Irrespective of whether you are a driver or passenger, check that the information is correct and save the meeting requests so that you can read through the information again at a later date, if required.

Why do I get a meeting decline about '...an unsupported meeting request format'?

TwoGo doesn't recognize the format of the message you sent. To resolve this problem, make sure that in your Outlook you have a contact named ride@twogo.com that is configured to be sent emails in plain text format.

To change the format of the message you are addressing to TwoGo: With the message open, click the To field, then double-click the TwoGo contact to open the E-mail Properties dialog box. Select Send Plain Text Only from the Internet format list, then click OK.

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