ireland taxi driver guide
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Frequently Asked Questions
When do I get paid?All Hailo and street card jobs completed between Monday and Sunday will be paid straight into your bank account, (minus Hailo commission) the following Friday. Payment can arrive in your account any time before the end of the day on Friday, depending on your particular bank. If you are due a payment from Hailo, a weekly statement will be sent to you at least 24 hours before the Friday you are due payment. If you have a query about your payment, please email us at: [email protected] or send feedback through the app.
We will investigate and get back in touch with you as soon as possible.
How to handle card payments?The passenger’s credit card details are stored in their app. Their card is automatically charged when you end the trip, and this money (minus the Hailo commission) is deposited directly into your bank account every week.
Payment with Hailo is safe and guaranteed.
I lost the driver appIf you lost your driver app or changed your phone you can download it by copying the following link to your internet browser (Chrome, Safari) on your phone:
Hailo Taxi Driver Guide
How to get started
Go ON DUTY when you start your shift to receive jobs.1. Tap ‘Go On Duty’ on the main screen.2. Enter your roof sign number and tap CONFIRM.
IMPORTANT: Please ensure your roof sign number is correct at all times, this is how customers identify you.
Sending feedback – CONTACT USIf you wish to contact us it is best to go into your JOBS, tap on the relevant job and send your message from there. If your query does not relate to a specific job please tap on FEEDBACK instead. Please make sure to always quote the job number (if relevant) to help us quickly handle your query.
Our support staff is available 7 days a week and will handle your query as soon as possible.
Forgotten passwordIf you are unable to log in to the driver app please ensure the email address you are entering is correct.
You can reset your password from the login screen by tapping on FORGOT PASSWORD. You will be asked to enter your mobile number. You will be texted a three digit verification code, please enter it into the app. This is not your new password this code is used to verify your mobile number.
You will then be asked to create a new password. Enter it twice and log in to the driver app.
Tell Hailo when you’re busyIndicate when you’re available to accept jobs and when you’re busy (so we don’t send you jobs when you’re on a break)!
Switching to BUSY is important for Hailo drivers and passengers because:
We won't bother you with job offers that you cannot accept.
Other drivers won’t miss out on jobs. We give passengers a clear idea of the number
of available taxis near them and avoid any disappointment if this turns out to be inaccurate.
How to enter/edit your bank detailsMake sure to add your bank details in the app:
1. Add bank info by tapping the three lines in the rectangle on bottom left corner
2. Then tap your name at the top.3. Scroll to the bottom and tap Bank Details.4. Enter your password (this is for extra security).5. Enter your Account Number, Sort Code, and
Account Type.
Note: Your Account Number and Sort Code can be found on your bank statement.
Ending the trip and taking payment
At the end of the trip, enter the fare amount as on your meter, any tips, extras and tolls. For card jobs simply press ‘Charge card account’, there is no need to enter any card details.
Picking up the passengerPlease wait 5 minutes for your passenger after you arrive at the pickup location. If you can’t find the passenger, tap the THREE DOTS to call them.
Always have the passenger confirm their name before getting into the car. This ensures you’ve picked up the correct person. You can see their name displayed at the very top your screen, right above the START TRIP button. When the passenger gets in your car, tap START TRIP.
How to accept a job offer
When a passenger requests a pick up, you will hear a bell and see this screen:
1. Tap the GREEN TICK button. You will also see:
a. The street where the passenger is waiting.
b. The neighborhood name and the passenger’s distance from you (in miles).
c. A red X button if you are unable accept the job.
As the closest driver to the job, you have 15 seconds to accept it. After 15 seconds, you share the job with the next nearest driver and the job will then be assigned on a fastest-finger-first basis. If you don’t accept it within 30 seconds or press the RED BUTTON, the offer will go to the next nearest available driver.
Calling your customer and cancelling a jobIf you need to cancel a job after you ACCEPT:
1. Tap the three dots at the bottom of the screen.
2. Always Call Passenger. Calling the passenger can solve problems and help you avoid canceling.
3. If you still need to cancel, tap Cancel, and tap Yes to confirm.
IMPORTANT: Jobs should not be cancelled unless it is unavoidable e.g. you’ve broken down; customer did not show up at the pick up location after 5 mins. Drivers who cancel jobs without a valid reason may be suspended or removed from the Hailo network.
After accepting a job
Driving to the passengerOnce you tap ACCEPT, your passenger’s exact location will be shown to you with a blue icon.
At the very top of your screen, you’ll also see the passenger’s name (top left) and your expected arrival time (top right).
Once you arrive
When you reach the pickup location, tap the ARRIVED button to let the passenger know you’re there.
Tap the THREE DOTS at the bottom of the screen if you need to call the passenger.
Changing payment from card to cashIt is your responsibility to ensure that you do not accept cash from customers and also charge their card. Always double check how your customer is paying once you start the trip.If your customer insists on paying by cash you may do so only if if you can see a small white cash note symbol to the right of charge card (see screenshots below). Tapping this button will change the job from card to cash. Depending on your device you may need to scroll up the screen to see the button better.This option is not available if your customer has a Hailo
voucher on their account in which case, you will have to
charge their card. Simply let them know the
payment will be debited from their card.
Demand forecast- job heat map
Demand forecast displays current customer demand. If you drive into any red zone as shown on the map you are very likely to receive jobs!
In order to enable the feature tap on the map, then tap on the sun in the left hand corner of the screen.
You will now begin seeing red boxes around your town/city on the map. These are the areas with high customer demand.
TroubleshootingMost technical issues such as app crashing, freezing or inaccurate GPS can be resolved by simply restarting your phone or force closing the app.
Please note your GPS/location services and packet data (internet) must be enabled on your phone in order for you to receive jobs. You should also enable you WIFI to improve your location accuracy.
Any issues related to network connection failure should be reported directly to your network provider.
If you are not receiving our emails, jobs receipts or payment reports please check if your email address is correct on our system. You can also check your SPAM/JUNK folder as sometimes your mailbox may filter our emails.
Updating/replacing documents
It is very important that you keep your documents up to date and that you replace expired documents in a timely fashion, as expired documents could lead to you being temporarily suspended from the Hailo system.
1. Tap on the three gray lines on the bottom left corner.2. Tap on your name at the top to view your profile information.3. Scroll down until you see your required documents. Tap on the one that needs to be replaced. You will see that the out of date document will be highlighted in red. Tap on it and then tap on EDIT in the right top corner to take a new photograph of your document. Once the photo is taken tap ‘USE PHOTO’ and then ‘REPLACE’.
Note that once you upload your new document verification may take a few days. No further action is needed.