Frequently Asked Questions

Frequently Asked Questions

General

Q. What is commuter vanpooling?

Commuter vanpooling has been around for over thirty years and is an alternative form of public transportation, which is an environmentally friendly way to save workers time and money. In general, private vanpool providers solicit large employers (public and private) to convince their employees who live near each other to leave their cars at home and commute to work together in a van leased to the group by the private vanpool provider. The private vanpool provider provides all maintenance, title, registration and insurance on the van. The benefits of commuter vanpooling are undeniable – commuter vanpooling relieves congestion, frees up much need parking spaces, provides job access to workers who may not otherwise be able to get to work, reduces fuel emissions and furthers sustainability initiatives.

Q. Who is the nation’s largest commuter vanpool operator?

The nation’s largest private provider of commuter vanpooling is vRide, Inc. with over 6,500 vans on the road today.

Q. Are the commuter vanpool drivers paid professionals?

The carpool and vanpool drivers are not paid, professional, licensed drivers – they are volunteer drivers who work at the employer location served by the vanpool. These drivers do not make any money or profit from driving the commuter vanpool. Despite the voluntary nature of the drivers’ participation, for obvious safety reasons, private vanpool providers have strict criteria for proposed volunteer drivers, perform a motor vehicle records background check on each proposed volunteer driver and take other steps regarding driver qualification and orientation.

Q. Doesn’t commuter vanpooling compete with mass transit like buses and rail?

Commuter vanpooling does not compete with mass transit, and is instead a supplemental service. This is borne out by the existence of the partnership model – i.e. private vanpool providers entering into contracts with mass transit agencies to administer commuter vanpool programs. Further, commuter vanpooling does not compete with traditional taxi service in that commuter vanpooling is just that – a way to get to and from work, not a way to go shopping or to a restaurant. Commuter vanpooling is not fixed route transportation and nobody can “hail” a commuter vanpool.

Q. What is the “sharing economy,” and what role does vRide play in it?

Commuter vanpooling plays a unique role in the new “sharing” economy. The “sharing economy,” sometimes called “collaborative consumption” is a movement where people share resources to save money, time and do something positive for their community. Other examples are AirBnB, TaskRabbit and Getaround.

Web log -in

Q. How do I register with vRide?

A. To register, go to www.vRide.com and click on the Sign-up link at the top -right of the homepage. Follow the steps to create your new vRide account on the left side. We ask for you preferred email, a private password, your name, employer, address and gender. It is that simple.

Once you are registered, you will be able to manage your 'Pool Page', update your profile, or click the Bill-Pay & Maintenance link at the top of the page to handle the financial aspects of your vRide vanpool.

Q. What is a Single Sign On (SSO) Account?

A. Simply put, SSO is your email and password to give you access to your private information on our site.

When you create a vRide.com account, you open the door to a host of value-added services. We use a Single Sign On (email and password) even though there are many different activities on our sight. You can set up a recurring payment. You can pay your bill online. You can update your profile. You can manage the details of your vanpools.

Q. I cannot get in to your website to make my payment.

A. We want your user experience at vRide.com to be great. If you find you're having trouble logging into your vRide account, here are some quick tips:

  • Make sure you're not still logged in from a previous visit. Do you see your name at the top of the page? Then you've already arrived! You can go immediately into Bill Pay, Maintenance or your Dashboard.
  • Try a different Internet browser or computer. Some websites work better on different browsers, and some computer networks might block certain content. If you have an alternative, give it a try.
  • Double-check your email/password combination. Nowadays, we have to login and set passwords for just about everything. Try an alternate email address that you might have used when establishing your vRide account access.
  • If you have forgotten your password, click Forgot Password? underneath the log-in frame. We will send a new one to your email of record.

Q. I am trying to reset my password but nothing is happening?

A. Been there, done that… oh so many passwords! Just click on the Forgot Password? We'll prompt you for an email address to send you a reset link. If you are having trouble receiving the password reset email:

  • Make sure you're using the email address that was originally associated with your vRide account access
  • Check your spam filters for a message from noreply@vride.com.

Billing/Invoice Questions

Q. How do I make a one-time payment with a credit or debit card?

A. Making an online payment with your VISA, MasterCard or American Express Card at vRide.com is secure and easy. Visit www.vRide.com and click on the Bill-Pay & Maintenance link at the top right of the homepage. Login using your email and password combination. Choose "Make a One Time Payment" from the menu option at the left and submit your payment information. Don't have a vRide Account? Create one by completing the requested fields listed on the left side of the page after clicking the Bill-Pay & Maintenance link.

Q. How do I make a recurring payment?

A. Scheduling recurring payments with your VISA, MasterCard or American Express Card at vRide.com is secure and easy. Visit www.vRide.com and click on the Bill-Pay & Maintenance link at the top right of the homepage. Login using your email and password combination on the right side of the page. Click the link "Schedule Recurring Payments" from the menu on the left.

When the new page appears, click the button that says "Register". You are required to choose a username and password. Please choose the same login information as your actual vRide account. Next, enter your personal information and the card information from which you would like the payment to be made.

Automatic payments are transacted on the 5th of each month. Feel free to modify any of the other fields at any time, including your charge amount.

Q. Where do I mail my payment?

A. vRide welcomes payment by check, money order, transit vouchers or debit or credit card. Checks, money orders and transit vouchers should be mailed to vRide at 2091 Collection Center Drive, Chicago, IL. 60693. CommuterBucks must be redeemed on line at vRide.com. Please include your vRide customer account number on the face of each payment being submitted to ensure accurate and timely posting. vRide payments are due on or before the 5th of each month.

Q. Where can I see a "real time" history of my account activity?

A. vRide makes managing your vanpool simple and efficient by offering a growing list of tools and resources when you log into www.vRide.com. To view the most current financial activity related to your vRide customer account, just click on the Bill-Pay and Maintenance link at the top right of the home page and login using your email/password combination.

Once you're logged in, choose the "Current Statement" feature located at the left-side menu. See all of your basic account details as well as an itemized listing of all transactions that have taken place since your last vRide invoice. Tip: Use the Current Statement feature to view all of your vanpool member payments at a glance.

Q. How can I see if my vanpool members paid?

A. Click on the Bill-Pay and Maintenance link at the top right of the home page and login using your email/password combination. Choose the "Current Statement" feature located at the left-side menu to view all of your vanpool member payments at a glance.

Q. I made my payment but changed vans. How do I apply my payment to the new van?

A. It's not uncommon to transfer from one vRide vanpool to another. New vanpools are forming all the time, so you can choose the route and schedule that works best for your needs. If your payment was processed to your previous van, simply contact vRide Customer Service at (800) 223-8774 or email customerservice@vRide.com. Our vRide Customer Service Specialist will update your vanpool affiliation and ensure your next online payment is applied to your new vanpool. If you signed up for recurring payment on your previous van then log into your vRide account and then log into your Recurring Payment Schedule. Once there, update the van and account number to reflect your new vanpool information.

Q. How can I get another copy of my invoice?

A. To access an electronic copy of your current or past vRide invoices, visit www.vRide.com. Click on the Bill-Pay & Maintenance link at the top of the page and log in using your email/password combination. Don't have a vRide account yet? Create one by completing the requested fields. Once you're logged in, select the 'Invoices' feature located at the left-side menu. There, you'll see a listing of all invoices by date; click on the corresponding invoice number and view, print, or download your statement.

Q. How do I change my address?

A. To change your mailing address, visit www.vRide.com. Log-in, and update your Profile in your Dashboard. Be sure this information is up to date, so we can reach you with future invoices and other important documentation.

Commute to Work Pre-Tax Benefits Debit Card (Transerve, Go Card)

Q. How do I activate my Pre-Tax Benefits Debit Card?

A. The Government-issued debit card program is administered by the U.S. Department of Transportation and made available to participating federal agencies. To activate your new TranServe/Go Debit card, or learn more about the Mass Transit Benefit Program, call the contact number on the back of your card. For additional assistance, contact your local Point of Contact (POC) or transit benefit coordinator. Thank you for choosing vRide to make the most of your available transit benefit!

Q. How does my TranServe/Go Debit Card get reloaded?

A. The TranServe/Go debit card program is administered by the U.S. Department of Transportation and made available to participating federal agencies. Please contact the phone number on the back of your card to learn when your card will be funded with your Commute to Work Benefits and how long they will remain on your account. Any unused funds will be zeroed out at the end of the cycle. Please ensure that your vRide payment is made prior to the end of the cycle.

To learn more about the policies and guidelines for your agency's Mass Transit Benefit Program, contact your local Point of Contact (POC) or transit benefit coordinator or call the contact number on the back of your card.

Q. Why was my TranServe/Go Card declined?

A. The TranServe/Go Card is administered by the U.S. Department of Transportation and made available to participating federal agencies. Please contact the phone number on the back of the card for information regarding the status of your account.

Q. I had a credit balance on my TranServe/Go Card and now it is gone. Where did it go and how do I get it back?

A. Your TranServe/Go card is loaded monthly. Any unused funds will be zeroed out at the end of the cycle. Please ensure that your vRide payment is made prior to the end of the cycle.

To learn more about the policies and guidelines for your agency's Mass Transit Benefit Program, contact your local point of contact or transit benefit coordinator or call the contact number on the back of your card.

Van Maintenance Questions

Q. Where can I get my van serviced?

A. By choosing vRide, you chose a full service vanpool solution. It is critical to service and/or repair your vehicle, and we provide the support programs to help you! We're proud to partner with a host of quality national and local maintenance and repair facilities. Review the complete list of authorized service providers included in your vRide Important Documents pouch located in your vanpool vehicle, or consult a Customer Care Specialist at (800) VAN-RIDE.

When obtaining preventive maintenance services for your vRide vehicle please be sure to utilize the vRide Preventive Maintenance Coupon for your corresponding odometer point. This coupon system is designed to simplify payment for the work performed and ensures that your vehicle receives all of the required services at the correct interval. Can't locate your Preventive Maintenance Coupon Book, or need additional repairs not included on the coupon, our ASE Certified maintenance team is here to help you or your repair facility; just call our Maintenance Department at (800) 223-8774.

Q. How do I get reimbursed for an out of pocket maintenance expense?

A. vRide recommends the use of our Preventive Maintenance Coupon Book system when obtaining additional parts or services to ensure the safe operation of your vehicle. In the rear of your coupon book you'll find a series of emergency coupons. These supplemental vouchers may be used for the purchase of services or materials at any of our approved national or local service and repair facilities. These emergency coupons are ideal for the purchase of windshield wiper blades and fluid, bulbs, or tire repair services.

If you find that you need to purchase these types of items with your own money, vRide is happy to facilitate a full reimbursement for qualifying expenses. Simply complete a Reimbursement Request form and include a copy of your receipts for expenses incurred and submit to customerservice@vRide.com or fax to (248) 602-3239. You decide whether you want vRide to issue a credit to your vanpool account or send you a refund check.

Q. I am trying to pay for my oil change at Jiffy Lube but my vRide credit card isn't working?

A. The vRide Connect Card option provides a convenient way to purchase fuel for your vanpool. It can only be used for purchasing fuel, tolls, parking, and the occasional car wash. You cannot use the vRide Connect Card for oil change or other preventive maintenance services. When obtaining preventive maintenance services for your vRide vehicle please be sure to utilize the vRide Preventive Maintenance Coupon for your corresponding odometer point. This coupon system is designed to simplify payment for the work performed, and ensures that your vehicle receives all of the required services at the correct interval.

Can't locate your Preventive Maintenance Coupon Book, or need additional repairs not included on the coupon, our ASE Certified maintenance team is here to help you or your repair facility; just call (800) 223-8774.

ConnectCard/Fuel Card Questions

Q. What is the Connect Car or Fuel Card? How do I activate my fuel card?

A. We're glad you decided to use the vRide Connect Card. Connect Card is the best way to pay for the day-to- day operating expenses associated with your vanpool like fuel, washing, tolls and parking. To protect your Connect Card while traveling thru the mail, vRide requires that all new cards be activated by phone or e-mail before first use. The activation process is easy, and best of all you'll be communicating to a real-live vRide Customer Service Representative who can answer any other questions you might have.

Q. How do I activate my fuel card?

A. Just call (800) 223-8774 between the hours of 8am and 6pm EST or email customerservice@vRide.com.

The activation process is easy, and best of all you'll talk to a real-live vRide Customer Service Representative who can answer any other question you might have about Connect Card while ensuring your card is ready to use.

Q. How can I change the limits on my fuel card?

A. Managing your fuel card limits is easy with the vRide Connect Card! Go to www.vRide.com to increase your fuel allotment. Click on the Bill-Pay & Maintenance link at the top right of the homepage. Login using your email and password combination. Choose "Increase Fuel Card Allowance" from the menu option at the left and enter the increased allowance amount. Be sure to check the box that states you agree that you have verified the data. Last step, click "Increase Card Limit" and you are set to go!

If you would like to check your fuel card balance or decrease your fuel allotment visit Wright Express at http://www.wrightexpresscorpcard.com. Have the user id and password that was sent with the card available

Unsure of how to determine your fuel allotment, here is the key information required: commuting distance, type of vehicle you are driving to determine your fuel economy (MPG), and average price of a gallon of gas in your area. A simple formula is miles driven per month divided by MPG times the fuel per gallon. This will give you an estimate. We generally recommend have 110-125% of this level on your card to ensure you never run short.

Q. Can I use my fuel card to get the van washed?

A. Your Connect Card is designed to help you manage all your day-to-day operating expenses and simplify your vanpool. For added security, Connect Card is restricted to four spending categories: Fuel, Tolls, Parking, and Washing. Yes, you can use your Connect Card to get your van washed anywhere Master Card is accepted.

Tip: Please note, when using Connect Card for washing, tolls or parking you are in-fact using your fuel allowance. Be sure to take your card balance and remaining fuel needs into consideration when preparing for that big wax, buff, and shine.