• For iOS: Allow persistent banners to avoid missing a notification when the app is in the background
• For Android: Each app has separate notification settings, so make sure you have it enabled for DICE. Use thePermissions Guide available in the app (the Settings tab) to help you check and change the current settings.

Other tips to follow:

• Make sure you have sufficient data credit and good network connection
• Do not use battery and data save modes, as these usually don’t allow apps to actively work in the background
• It is not recommended to keep Bluetooth on while using the driver app
• Make sure that not too many apps are open at once, as it may affect memory consumption

Note: If none of the above helped to fix the issue, please contact our Support team via the app.

Enabling automatic updates will ensure that you always have the latest version of the DICE app. It is very important that you have the automatic update option enabled to ensure the best performance of your application.

Enable updates as shown below:

iTunes

• Go to Settings
• Scroll to iTunes and App Store
• Enable Updates

Google Play

• Select Settings
• Tap on Auto-update apps
• Choose Auto-update apps over Wi-Fi only

After completing these steps, the app will be updated automatically when updates are available.

If your phone is not compatible with the app or if you are using an old app version, you may experience technical issues.

To resolve the issue immediately, please try out these quick fixes:

• Restart your device
• Update your app
• Upgrade your phone operating system
• Reinstall the app.

What to do if a problem occurs during a ride?

• If the app crashes, restart your device. Travel information is available on our servers, and you don’t need to worry about the ride cancelling because of a restart.
• If restarting your phone doesn’t solve the issue, request a price review.

To avoid network issues, we recommended having your device connected to a car charger and use a minimum data plan of 1 – 2Gb on 3G or 4G smart phones.

If you need further assistance to resolve a technical issue, please contact our Support team via the app.

Thank you for driving with DICE.

To ensure the optimal performance of the driver app, please note that your device has to meet the following requirements:

• Use devices that run on the latest OS: Android 9.0 and iOS 12
• Your device should have a minimum of 1.5GB of RAM
• We do not recommend rooted phones

We also recommend the following:

• Do not use battery saver mode as this may cause GPS errors
• Connect your phone to a charger during a journey
• Use a phone holder stand to make sure you always get the best possible GPS signal and network connection
• Set your location accuracy as high accuracy

Note: Your account may be disabled if your device shows problematic GPS behaviour.

To complete your signup successfully, you will need to provide the necessary documents and meet the requirements below:

Driver requirements

• Hold a valid driver’s license
• Attend driver training for service quality and use of the DICE driver application

Vehicle requirements

• Vehicle license
• Insurance Certificate
• Proof of Ownership
• Certificate of Road-Worthiness
• …………………… Vehicle Inspection Report

Accepted vehicles

Accepted vehicles for Comfort 

• The vehicle is a model  between 2002 and 2004
• The vehicle is a 4-door sedan or SUV
• The vehicle is in excellent condition
• The vehicle must accommodate at least 4 Riders.

Accepted vehicles for Premium 

• The vehicle is no older than 10 years
• The vehicle is a 4-door sedan or SUV
• The vehicle is in excellent condition
• The vehicle must accommodate at least 4 Riders.

Accepted vehicles for VIP 

• The vehicle is no older than 15 years
• The vehicle is an SUV or mini-van
• The vehicle is in excellent condition
• The vehicle must accommodate at least 6 Riders.

Note:

• 2-door sedans and hatchbacks are not acceptable.
• You can also watch the ………………………………. to get a full overview of the registration process.

You can check your balance details in the driver app by selecting the Earnings tab from the Home screen:

• Balance Tab: starting and ending balance for a selected timeframe
• Earning Tab: revenue and bonuses. You can split the revenue to see cash and in-app payments separately by tapping on the revenue sum.

In all these tabs, you can see the information for the current week, past weeks or past 3 months. To do it, swipe the top bar to switch the view.

Balance information and reports for the previous months and years are available in the Driver Portal.

Note:

• Income from your most recent trip (including bonuses earned) may not be immediately visible in the app
• Bonuses are received with payouts.

If the trip has multiple destinations, you may need to wait for the Rider during the stops. Please note that currently, this feature is only available in some cities.

To start paid waiting time, tap the Start paid waiting time button in the app. When the Rider is ready to depart for their next destination, tap Start driving and then Next stop before heading to the next destination. The paid wait time will be added to the final price of the trip.

The paid wait counter can be used only once per stop. If you have finished the paid wait time manually, it is not possible to start it again.

Please note that the button will be available only when you reach the stop.

You can pay the commission you owe to DICE either as through a bank transaction or mobile transfer depending on the options you desire.

If the mobile in-app transfer option is available, you will be able to proceed with the transaction from your app. To do this, go to the Earnings tab.

To make a bank transaction, use the local DICE bank details as a beneficiary (recipient) and your unique reference code as payment details (description). Please note that your reference number is not your driver referral code. You can find bank details and your reference code in the monthly invoices sent to your email.

Rider may have promo codes or other campaigns for their rides. These campaigns can work with both cash and card as a payment method.

In case of a cash ride, when a discounted price is charged to the rider, you will get a notification about this as shown in the screenshot below.

The app will also show you the amount charged to the rider as well as the amount you will earn.

Note:

• If the rider is using a cash campaign, only collect the displayed amount. DICE will add the discounted amount/difference to your balance.
• Please don’t forget that when the app shows the rider is paying by card, there is no need to accept a cash payment.

After you have arrived at the pick-up location and waited for some minutes before starting the ride, Wait time fee starts to count. The wait time fee is charged at a per-minute rate to compensate you for the time spent waiting.

If a rider cancels a request minutes after you arrive at the pick-up location, a Cancellation Fee applies and not wait time fee.

In most cities, wait time fees starts after 2 minutes of arrival at the pick-up location. If dynamic pricing (surge) is in effect, the higher rate applies to the wait time fee. Some cities do not have wait time fees.

If a rider cancels a trip request after you have arrived at their pickup location, cancellation fees apply and not the wait time fee.

Generally, cancellation fees apply:

• If the rider requests cancellation minutes after you accepted the request and are driving toward their pickup point
• If the rider requests cancellation minutes after you arrived at their pickup point.

Note:

• If you do not arrive within the selected time to the client, the cancellation fee may not apply
• Cancellation fees do not apply in all cities, and it varies by vehicle class.
• If the ETA is long and the rider seeks for cancellation

Depending on the market, DICE charges on average 10% – 20% commission from the final price per order. Commission fee applies to both cash and card rides.

The commission is charged from cancelled orders for which cancellation fee applies.

You can see the total sum of the commission charged in the Earnings tab in the app.

In most cities, surcharges – parking fees and tolls (extra fees) – are automatically added to a final price when you pass through a toll road or park in an area where parking is charged.

In newly launched cities, drivers can add extra fees to the final price manually. All additional charges must be justified and included in the total price. Riders should not pay any amounts that are not added to the final price.

Report a problem with price if at any point you think such additional fees were not automatically added. If you need further assistance, please contact our Support team via the app.

The monthly invoice is a summary of the earnings (including bonuses) paid out to the driver and commission paid to DICE for all the completed trips in the previous month.

The invoice is generated by our system and sent out to drivers in the first three days of every month. Check below the explanation of the sections and elements on the invoice.

Main table

• App orders — our commission taken for all the journeys you completed during the period stated
• Compensations — all bonuses and reimbursements (e.g. for missing tolls) you received from us

Lower left section

• Your balanceat the start and end dates of the period stated. If the balance is positive at the end of the month, this amount will be paid to you in the next payout cycle (and appear under Payout on your next invoice).
• App payments— the total of trips done during the month, including our commission
• Invoices— adjusted commission. The Invoices amount is comprised of the App Orders (DICE commission) minus any bonuses or reimbursements you have received.
• Payouts— a sum of all payouts made to you via bank transfer during the period stated

Lower right section

• Total— The adjusted commission amount taken by DICE (equal to the amount in the Invoices section)
• VAT— 0% for all countries (except for Austria, Estonia and Russia – 20%, Latvia – 21%, Saudi Arabia – 5%, South Africa – 15%, Tunisia – 7%)

To be Paid section

If the amount is 0.00, you do not have any outstanding amounts that you owe; thus, no action is required from you. This applies to most drivers.

If the amount is not 0.00:

• And you work for a market with only in-app payments, you can pay the amount you owe by driving and completing journeys so that the commission generated will cover the outstanding amount. You do not need to make a bank transfer to us.
• And you work for a market with both cash and in-app payments, the outstanding amount should be transferred to DICE bank account.

If you have any outstanding commission to be paid, use the details provided to make a transfer:

• If the preferred payment option in your country is bank transfer, you will see bank transfer details (account holder name, IBAN or account number, and your reference number)
• If the preferred option is mobile payment, you will see the account holder name, provider, and account number.

Note: Excluding tolls and booking fees, there are no other additional or hidden fees on top of the commission automatically deducted from your account.

The rider can make payment for the ride using debit/credit card, cash and mobile wallet.

If you received an email notification about a failed card payment after your trip, it may be for a number of reasons (DICE is not notified of the specific reason).

To resolve some of the common issues, please check if:
Your card has sufficient available funds to pay for the journey

• Your card has expired
• E-commerce transactions for your card are enabled
• You have not exceeded your monthly limit for online purchases
• Your card have sufficient available funds to pay for the journey

To resolve a failed payment, we recommend the following:

• Reach out to your bank or credit card provider for more information
• Inform them of the amount and when the trip ended, so they can allow the transaction to process.
• When you receive confirmation that the transaction can be re-attempted, open the app and tap on Payment Options
• Select the card that is active and has sufficient funds
• If you still experience issues, please contact our Support Team via the app.

Note:

• You will not be able to request a trip until the failed payment is settled
• To protect your identity and funds, we may block your card in case of any unusual or suspected fraud activities.

We understand that there might be situations when you need to cancel your request. Please note that in some cases you will be charged a cancellation fee. Cancellation fees have been implemented to compensate drivers for the time and distance invested in a trip that does not eventuate.

Cancellation fees are applied in the following situations:

• You cancel a trip request 4 min after the driver accepts and is driving towards your pickup location
• Driver cancels the request 4 min after he has already arrived at the pickup location and waited for you.
• You can find the cancellation fee amounts for each category in the app. simply select a category and click on the info sign next to the category name.

If cancelling a trip is subject to a cancellation fee:

• You will get a notification in the app when cancelling your trip request. You can either accept the cancellation fee or wait for the driver to arrive and take this trip.
• You will receive an invoice to the email address specified in the app with the cancellation fee amount that you were charged.
• You won’t be charged a cancellation fee if you cancel your request within 4 minutes from the moment driver accepted your request or if a driver cancels the request without waiting for you for at least 4 minutes.

Note: The authorization fee can be mistaken for the cancellation fee. The authorization is a temporary card verification hold to check your card’s validity. This pending charge is either returned immediately or within 14 business days.

It was the authorization fee, not a cancellation fee if:

• You haven’t received a notification in the app about the cancellation fee when cancelling a ride
• When you check the cancelled order in your ride history in the app, you can’t see the trip price.

If you have any questions or think that you were unfairly charged the cancellation fee, please contact our Support team via the app.

If you can’t find a receipt in your email inbox, check the spam folder. If there is no receipt in the spam folder either, check in your profile if the email you provided is correct.

You can change the email address in your profile if needed and retry sending the receipt.

If you encounter this error messages in the app, you won’t be able to request a ride until you update your payment method:

• Request failed or card declined
• Your payment method is invalid. Please you need to update your billing settings
• There was an error processing your request

Update or add a new payment method in the Payment section of the app menu if your payment method was declined for one of the reasons below:

• Card number entered is incorrect
• Credit or debit card has expired
• Insufficient funds in the account

Update a payment method on your account

You may need to contact your bank in the following situations:

• You’re traveling abroad and haven’t authorized international transactions
• The bank rejected the charge from DICE based on fraud
• You’ve exceeded the withdrawal limit stipulated on your account
• You’ve reported your card as stolen or lost

If none of these issues isn’t applicable, please contact us

Using your rider account, you may only request one vehicle at a time. You can request another vehicle immediately after a current trip ends.

DICE offers car pool options. These vehicle options accommodate 6 or more riders. If you’re requesting a ride for a large group, it’s a good idea to select preferred vehicle and communicate with the driver who accepts your ride request and ensure that the vehicle has enough seats and seat belts for everyone.

If you intend to ride in a group too large for a single vehicle, please ask other team members to use their DICE accounts to request additional vehicles.

Riding with a large group is a great opportunity to invite friends to create their own DICE accounts. Select “Free Rides” from your app menu to get started. When invited friends take a first ride, you’ll receive a referral reward.

HOW SCHEDULED RIDES WORK

The Scheduled Rides feature allows you to select a 10 minute window for a driver to come pick you up. At the start of the window, the app will send out a ride request on your behalf. You’ll get push notifications when you’re matched with a driver and when they’re nearby, the same as a typical ride.

NOTES:
– Scheduling a ride in advance doesn’t guarantee you’ll be connected with a driver
– In the rare case you’re not connected with a driver, we’ll notify you at the end of your pickup window
– Dynamic pricing may be in effect at the time of your ride. We’ll let you know if your fare has changed.

HOW TO SCHEDULE A RIDE

1. Enter your destination in the “Where to go?” field
2. Choose through vehicle options and click one to select it for your ride
3. Click the clock icon next to the “Request [vehicle option]” button
4. Set the date and time window for your pick up
5. Click “SET TIME”
6. Update your pickup location if necessary, then Click “CONFIRM PICKUP”
7. Click “SCHEDULE [VEHICLE TYPE],” then click “DONE”

CANCEL A SCHEDULED RIDE

1. Open the menu in the DICE app and click “Your Trips”
2. Click “Upcoming”
3. Click “RIDE”

You can cancel your request at any point before being matched with a driver without any charge. Normal cancellation fees apply once a driver accepts your trip request.

WHERE AND WHEN IS THIS AVAILABLE?

Check your app to see if Scheduled Rides are available in your area. If it’s available, you can schedule a ride any time of day.

You can schedule trips to the airport, but not when leaving an airport. If you’re leaving an airport, you should request a ride on-demand as usual.

The final fare of a journey is a sum of factors considered for an upfront price or is calculated based on the following elements in some cities:

• Base rate
• Kilometre rate (distance)
• Minute rate (time)
• And dynamic pricingdepending on demand.

In the event of a bad internet connection or GPS troubles, such issues will be detected automatically and the price will be re-calculated.

If, however, at the end of your trip, you suspect an issue with a price:

• Swipe right to end the journey
• Do not confirm the fare but tap on Problem with price
• Select the right problem.

See more information if Rider paid less or Did Not Pay.

If you often notice problems with price, please make sure:

• You are using a recommended device
• Your driver app is updated to the latest version
• Your Google Maps or Waze are updated
• Your GPS is set to high location accuracy (for Android users).

Please contact our Support team via the app if you have questions or require further assistance.

Besides checking your account balance, now you can also check current campaigns in your app.

To do that, go to Active Campaigns from your Home screen. Here, you will see the overview of all active campaigns including the details and how many trips you need to make in order to get the bonus from a specific campaign.

The campaign tabs can be toggled to show currently active campaigns as well as upcoming and future campaigns.

Tapping on a campaign will open a new view of the campaign details.

A payment cycle runs from Monday 00:00 to the following Sunday at 23:59. Balance statements will be issued thereafter. If you are due to receive a payout, we will send the funds out during the first half of the week.

Depending on your bank’s processing time, the funds should take between 1 – 2 business days to reflect in your account.

If you have any questions about your payouts, please contact our Support team via the app.

Note: Bonuses are received with payouts.

If you have noticed you are not receiving cash requests, it may be because of your negative invoice balance. If this is the case, please make sure you pay your outstanding debt to start receiving cash payment journeys.

To help you reduce and pay your outstanding debt, you will receive only in-app (card) payment journeys.

To increase your chances of getting more requests, check these helpful tips!

An upfront price is an exact journey price shown to a rider before they make a request. This exact amount is what the Rider pays at the end of the journey.

Upfront pricing takes the following into account:

• Traffic and other incidents: if the journey takes much longer than estimated due to traffic or other factors, the price will be calculated based on the actual time and distance travelled
• Toll road fee: this is incurred automatically, and the Rider will be notified of the adjustment at the end of the trip
• Dynamic pricing (surge): if applicable, upfront pricing also takes into account dynamic pricing when demand is high
• If a Rider changes the destination during a trip, the upfront price is adjusted to account for the distance to the drop-off location.

By giving the rider an exact price upfront, making a decision whether to make a request or not becomes easy, which often results in more journey request and more driver earnings.

Note:

• Upfront pricing is currently available only in some cities
• With upfront pricing, prices could be lower if the journey is not completed or higher on a per-journey basis.

How to share an invite code

You can increase your income by inviting new drivers to the platform. To get a bonus, a new driver you invited should use your invite code during the registration and complete a certain amount of trips or spend a certain amount of hours online.

Follow the steps below to share your invite code:

• Open the DICE driver app
• Tap on the Invite campaign field on the Home screen. Alternatively, you can go to the Settings tab and click on the campaign field under the Referral code 
• Copy your code or click on Invite friendsto share the invite code.

On the page with your invite code, you can also see the campaign details, review the progress of the invited drivers, and check the earned bonus.

Note:

• Bonuses are added to your balance and are paid with the payouts
• Driver referral campaign requirements may vary depending on the city. You can find campaign details in the app if the campaign is active in your city.

How to apply an invite code

New drivers referred by existing DICE drivers can receive a welcome bonus. To get this bonus, they should use an invite code shared by a DICE driver during the registration and complete a certain number of rides or spend a certain amount of hours online.

To apply an invite code, a new driver should follow the steps:

• Start to fill in the sign-up form
• Enter an invite code of a DICE driver in the applicable field (step 2)
• Complete the registration.

An invite code is applied automatically if a new driver uses a registration link shared by a DICE driver via the Invite friend’s button in their driver app.

When a new driver has their account activated, they will be able to see the welcome campaign details and review their progress in the DICE driver app.

Note: To be enrolled in the welcome campaign, a new driver must register to drive in the same city as the DICE driver who invites them.

The DICE rider and driver apps are available both on IOS and Android devices.

DICE is committed to the safety of everyone using their services. If you encounter an accident, please share with us what happened the details that will help us to support you and we will get in touch with you promptly. Also, we care about your safety to ensure that you and all parties involved are healthy. It’s essential to notify police and rescue team immediately if deem necessary.

Review My Fare or Fees

My driver took a poor route: if you have concerns about the route your driver took, let us know here. We’ll be happy to review it. The trip fares are calculated including both distance and time, as well as other applicable charges.

The driver is expected to take the fastest route to designation else there will be sanction.

Please there’re circumstances that can impact you route and travel time (such as traffic or road construction), we may not be able to provide a fare adjustment.

I paid a toll or parking fee for my driver: When the driver’s vehicle passes through a toll or an area with a surcharge, the toll amount is added to your fare.

If the driver asked you to pay a toll or parking fee with cash and you were charged on your receipt. Please do inform us promptly about it.

Charge for a cleaning fee: To ensure the riders enjoy hygienic and comfortable rides, drivers maintain clean vehicles. The riders are responsible for damage to the interior or exterior of a vehicle by incidents such as vomiting or food spills while on transit. The cleaning fees are charged based on extent of impact to the vehicle. Hence, the rider will receive an updated trip receipt for the trip. If you were charged a cleaning fee you feel is inaccurate or unfair. Please do inform us about it.