Question 1

How does Akrid work?

Accepted Answer

Akrid connects passengers and drivers through the app. Enter your origin and destination, choose a ride type and payment method, track your driver on the map, and complete the ride with payment and a rating. The system suggests the best available match based on proximity, ratings, and platform rules.

Question 2

Is the platform free?

Accepted Answer

The app is free to download and passengers pay no monthly fee. You pay for requested rides, plus any applicable fees or wallet top-ups depending on the selected payment method.

Question 3

Where can I download the app?

Accepted Answer

Use the Download app page on our website or search for Akrid in the App Store for iOS or Google Play for Android. Use the same account to sign in after installation.

Question 4

Can I schedule a ride in advance?

Accepted Answer

Yes. In the app, choose the pickup date and time. Partner drivers can accept scheduled offers, while chat and personal details follow privacy rules until close to the scheduled time. See the How it works page for details.

Question 5

What are Akrid missions?

Accepted Answer

Missions are campaigns with goals, such as completing a number of rides in a set period, for passengers and/or drivers. When you meet the rules, you may receive points, coupons, or credits depending on the campaign and availability in your area.

Question 6

How do in-app support and the assistant work?

Accepted Answer

Open Messages in the side menu to see ride conversations and Akrid support. An intelligent assistant answers many questions immediately; when necessary, the same conversation continues with our team. For formal requests, you can also use the website contact page.

Question 7

Is Akrid available in every city?

Accepted Answer

We serve the Jundiaí and Campinas area, including Jundiaí, Campinas, Campo Limpo Paulista, Itupeva, Louveira, and Várzea Paulista. Check each city page or open the app to see whether your area is covered.

Question 8

How are prices calculated?

Accepted Answer

The amount considers distance, estimated route time, ride type (Go, Flow, Bag, Prime, and Moto where available), and demand. The Bag fee is included when applicable. The app shows an estimate before confirmation; the final amount may change due to traffic and actual travel time.

Question 9

Can the final amount differ from the estimate?

Accepted Answer

Yes, in specific documented situations: a much shorter ride, completion far from the destination, a significant route deviation, unusually heavy traffic, or a destination change in the app. See the Fares and completion page and Help Center for the full table. Your receipt explains any adjustment.

Question 10

How do I request a fare review?

Accepted Answer

After the ride, use Review fare on the ride or in Messages within 14 days. Describe the reason and our team will review it within 48 hours. This option is also available in the Help Center.

Question 11

Which payment methods are available?

Accepted Answer

Saved credit or debit card, PIX, the prepaid in-app wallet, and cash when available for the area and ride type. You can save cards to speed up future requests.

Question 12

Can I pay in cash?

Accepted Answer

Yes, when the option is available for your ride. Drivers usually carry change for amounts up to R$50.00; for larger amounts, arrange it in advance or choose PIX or card.

Question 13

What is the wallet and how do I add funds?

Accepted Answer

The wallet is a balance in Brazilian reais within the app that can be used to pay for rides. Add funds through the available digital methods. The website has a dedicated page for wallet top-ups and policies.

Question 14

Where do coupons, affiliates, and discounts appear?

Accepted Answer

Eligible discounts are included in the estimate on the ride request screen when applicable. Rules and limits depend on the backend and the active campaign type.

Question 15

Can I cancel a ride?

Accepted Answer

Generally, yes, before the driver arrives or according to the rules for the current ride stage. A cancellation fee may apply after the driver arrives. See the cancellation and refund policy and review the in-app notice before canceling.

Question 16

What happens if I take too long to board after the driver arrives?

Accepted Answer

After the driver marks arrival, free waiting time varies by ride type (Moto/Go: 5 min, Flow/Bag: 7 min, Prime: 10 min). Beyond that period, a proportional fee of up to 30% of the estimate may apply when canceling or starting the ride. The driver receives 80% of the fee when charged. The app shows the amount before cancellation.

Question 17

How do ratings work?

Accepted Answer

After a ride, passengers and drivers can rate each other. This helps maintain service and safety standards. Very low ratings or reports enter the platform review process.

Question 18

I left an item in the car. What should I do?

Accepted Answer

Contact support through Messages as soon as possible and identify the ride and item. Our team will guide you through the next steps; return depends on the driver and the platform mediation rules.

Question 19

Can I view my history and receipt?

Accepted Answer

Yes. The app includes ride history with amounts and status. For payment details or proof, use the receipt or statement options shown after the ride.

Question 20

Which safety measures does Akrid use?

Accepted Answer

Drivers go through registration and checks covering documents, vehicle, and local rules. Rides are tracked in real time, can be shared, and include emergency features in the app. The Safety page explains PINs, checks, and policies.

Question 21

What is the ride safety PIN?

Accepted Answer

It is a four-digit code you define in Settings and can enable for rides. When enabled, the driver can only start the ride after validating the code. In some cases the app may generate a one-time code and notify you.

Question 22

Can I share my route with someone?

Accepted Answer

Yes. During a ride, you can share tracking with trusted contacts so they can follow its status and route using the features available in the app.

Question 23

How do I report a problem or inappropriate conduct?

Accepted Answer

Use the report or support flow in the app and, if you need legal context, see the Ratings and reports page. In an immediate emergency, call your local emergency services first and then file a report in the app.

Question 24

How does Akrid handle my data?

Accepted Answer

We follow applicable Brazilian data protection law. Our privacy pages explain legal bases, your rights, and how to contact our data protection representative.

Question 25

How do passenger points work?

Accepted Answer

You earn points on eligible rides according to program rules. Cancellations no longer deduct points; when applicable, the penalty is a proportional cash fee. Check the cancellation policy or the in-app preview before canceling.

Question 26

What are partner benefits?

Accepted Answer

They are rewards from partner businesses that can be redeemed with points or through campaigns, according to the catalog in the app. The Passenger benefits page explains the program.

Question 27

Which ride types are available?

Accepted Answer

Generally Go, Flow, Bag, Prime, and Moto where available. Each has vehicle criteria and a price range. See the Ride types page for details.

Question 28

I want to become a partner driver. Where do I start?

Accepted Answer

Visit Become a driver on the website or use the driver app. Registration includes documents, vehicle details, checks, and approval before you can receive rides. A dedicated driver FAQ is also available.

Question 29

How do I change my password, phone number, or account details?

Accepted Answer

In the passenger app, open Settings and use the profile and security options. If the app does not resolve your question, contact support through Messages or the website contact page.

Frequently asked
questions

Website guides

General

Pricing and payments

Rides, cancellations, and aftercare

Safety and privacy

Points, partners, and ride types

Drivers and accounts

Still have questions?

Frequently asked questions