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Frequently Asked Questions (FAQs)

What documents will you need from me?

Documents required include but are not limited to:

  • Driving license/OWNER
  • National id card
  • Vehicle registration documents
  • Recent profile picture
  • Vehicle fitness certificate
  • Driver fitness certificate

 

How does the truck inspection work?

The Truck inspection varies by market. We will either do the Truck check ourselves (by the city teams) or use 3rd party services that do the Truck check.

 

When can I start driving?

Once activated, use your new credentials to log in to the Truck motion driver app and start earning

 

I was involved in an accident

We value the safety of our Customers and Driver above all else.

If you have been in an accident, make sure everyone is safe and immediately contact police and emergency services if necessary.

You can also report specific details about the issue below. For us to fully investigate and take action, please provide as much detail as possible.

You can find out more about our insurance and coverage by contact us.

 

What is in ride insurance?

In the unlikely event that you experience an in-ride accident, we have set up a comprehensive insurance policy to ensure that you and your loved ones are secure.

Our consignment (if take insurance) and Captains are covered under our life &(FATAL AND DISABLITY) injury policy whenever order is underway. The policy covers accidental death, disability due to an accident, ambulance services, and medical expenses incurred as a result of an incident.

The claimable amounts vary per location so please contact your local Third Party Administrator for further information.

In ride insurance is available for all kinds of vehicles.

We’ve made sure the policy is comprehensive, however, you will not be covered: if under the influence of alcohol, drugs; there is self-harm, a deliberate exposure to danger; your own criminal acts; Contact our local Third Party Administrator for further information.)

 

I LOST/THEFT DAMAGES AN ITEM?

Report your lost item by tapping on ‘Get Support’ below. Make sure to give as much information as possible. Note that Truck motion (Pvt) limited is not responsible for theft. We’ll try to help, but we can’t guarantee you. Driver have to insure safekeeping of good at loading time to drop point.

 

CANCELLING A ORDER

If you need to cancel a ORDER shortly after booking it, you can tap the “Cancel order” button in the top left corner of the booking screen before the Captain arrives.

You can also go to Menu > Your rides > Scheduled > Track ride to access the ride while the Captain is on the way.

If you need to cancel a ride you scheduled for later, go to Menu > Your rides > Scheduled and select the ride you want to cancel.

In both cases, cancellation fees may apply to compensate the Captain for starting to move in your direction. Please read our cancellation policy below.

 

FOR ON-DEMAND BOOKINGS:

– After booking a ORDER, you may cancel within 2 minutes without being charged a cancellation fee- Cancelling after 60 minutes of booking, and before the Driver has arrived at your pickup location, the cancellation fee will be the minimum fare.

– After the Captain has arrived, the cancellation fee will be the minimum fare plus any waiting charge.

 

FOR SCHEDULED BOOKINGS:

– You may cancel any time up to 60 minutes before your scheduled pickup time without being charged a cancellation fee (even if a Captain has already been assigned).

– For cancellations made within or less than 60 minutes of pickup time, the cancellation fee will not be charged.

– For last minute cancellations, or in cases where the driver has already arrived at the desired pickup location, the cancellation fee will be the minimum fare plus any waiting charge.

 

WHY DO I HAVE A NEGATIVE BALANCE IN MY ACCOUNT?

You may have a negative balance in your account because you failed to pay for previous bookings, or you were charged a cancellation fee while your payment method is set to cash.
To settle your negative balance, you can either contact with us for further inquiry.

 

How does an account get blocked or suspended?

A user’s account or device can be automatically blocked by our system if it violates any of our terms and conditions, which all users accept by signing up for a Truck motion (Pvt) limited account.

 

FOLLOWING ARE THE MOST COMMON REASONS FOR AN ACCOUNT TO BE BLOCKED:

  • High cancellation ratio

When booking a order, a user has the option to cancel the order. If a cancellation occurs too often, the system will display a warning. If this is continued, the account will be blocked. Constant canceling causes a lot of confusion, and wasted time.

  • Cross country referral

In order to limit fraudulent activity, cross-country referrals are not permitted.

  • Unpaid negative balance in the Truck motion (Pvt) limited account

If a order was not paid in full or was not paid, the account would have a negative balance that is owed. An account would be temporarily blocked until this amount is settled.

 

Multiple user accounts being used on the same mobile device

In order to limit fraudulent activity, every device is allowed to have a limited amount of accounts logged in. Once this amount is exceeded, it gets permanently blocked.

 

Misuse of Truck motion (Pvt) limited account

To limit fraudulent activity, Truck motion (Pvt) limited account credit is only valid in the country where the credit was acquired.

 

HOW TO CONTACT TRUCK MOTION (PVT) LIMITED

We do our best to provide you with all the help you may need in our FAQs. If you need to get in touch with us regarding a past order, you can go to Get Help > Report a Problem

 

SUPPORT

Truck motion (Pvt) limited account currently only offers telephone support through the app if

  • you’re booking currently underway
  • you have scheduled a order for later

If you need to get in touch with a Care agent about another issue, you can go to the app Menu > Get help.

 

Where can I get more information, support or make a claim?

Our network of Third Party Administrators manages all in-order insurance related issues.

 

What is call masking?

To better protect your privacy, the call masking feature allows you to call the Driver anonymously. So, should you wish to contact your Driver you can do so without sharing your personal phone number.

 

How can I change my payment method?

After adding your pickup and drop-off locations to book a order, your payment method appears on the bottom of the booking screen. Tap on it to see a list of payment methods available to you, and simply select the way you want to pay.

You can also go to Menu > and select your preferred option under ‘Current payment method’.

You can choose to pay for your order with cash, credit card, mobicash valet and bank account. Note that you can’t change your payment method once you have selected method.

 

What are my Notifications?

The Notification Inbox is a central hub for messages (notifications) within the Truck motion (Pvt) limited app to capture and store messages we send you about offers, updates or new features.

Whenever there is a new message, you will see a red notification badge on the Notification section in the Menu. Each notification has an expiry date and will automatically be removed from your inbox one week after its expiry date. You can swipe to delete any message you wish to discard.

Note that notifications will always appear in the language the app was initially set to. Switching app language will not change the language of the notifications. Uninstalling Truck motion (Pvt) limited account clears all notifications from the Notification Inbox.

 

How do I edit my personal details?

You can easily update your name, mobile number, email address, and password associated with your account in the Truck motion app.

Go to Menu > Settings and tap on the info you want to edit.

You can also edit your profile on the web by signing in at www.truckmotion.com.pk

 

How to download Truck motion App?

Truck motion app is available to download and install on all Android devices. Head to your preferred app store and search for Truck motion app. you can also make a booking on the web at www.truckmotion.com.pk.

We don’t recommend using the app on a tablet, as you need fully functioning GPS and the ability to potentially contact your Driver if you need to.

 

I forgot my password / can’t access my account?

If you are trying to sign in, but forgot your password, tap on the “Forgot password?” link. You’ll need to enter your email address associated with your Truck motion account. In a few minutes you’ll receive an sms with a link to reset your password. The link can only be used once.

To be safe, make sure you create a unique password and do not share your password in emails or other communication.

If you are unable to reset your password or access your account, please submit a request, and a Care agent will reach out to you soon.

If you have forgotten both your registered email address and phone number, try to sign up again. If either of the two is already used, you will be notified and that will be your registered phone number or email address.

 

What if I didn’t receive a verification code?

To make sure you sign up with your real number, we’ll send you a verification code via SMS which you need to enter to sign up.

If the SMS with the code does not arrive, you can request a call from the same screen.

If you still can’t receive a verification code, go to help www.truckmotion.com.pk and click on Contact Us. Please provide the registered number for the account, and a Care agent will look into your issue as soon as possible.

 

How to download truckmotion App?

You can download the truckmotion App on Google Play store (Android only, no iOS)
1- Go to Play store.
2- Search truckmotion.
3- Click Install.
4- Open App.

And you are done!

 

What are the best devices to use the truckmotion Driver App?

To avoid any inconvenience we suggest using Samsung, huawai and Sony mobiles.

 

How can I apply as a Driver?

You can join us easily by:

– Visit , www.truckmotion.com.pk  complete the form at the top, and apply to become a truckmotion Driver.
– Clicking on “Become a Driver” in the truckmotion App.
– Visiting one of our registration sites in your city.
– Downloading our truckmotion App and then Sign up.

After reviewing your application we’ll invite you to a free Driver training session.

Upon completion, you can immediately start taking order and earn money!

 

What will be my trucking category in truckmotion?

It depends on the vehicle model and the year of manufacture. You can visit the nearest supply office in order to know what will be your car category.- if you are an existing Driver, you can reach out to us through our call center.

 

How do I create a truckmotion account?

To create a truckmotion account you need a valid email address and mobile number.

Download the app for your Android device and sign up with your mobile number. You may use an international number as long as the number is active to receive SMS.To make sure it’s your real number, we’ll send you a verification code via SMS which you need to enter to sign up. If the SMS with the code does not arrive, you can request a call from the same screen.

Once your number is verified, you’re ready to use truckmotion account!During the sign-up process, we ask you for your email address. We need your email address for instances where you may have forgotten your password and need to receive instructions via email on how to reset it. We also send you detailed ride receipts via email.

You can also create an account on the web at www.truckmotion.com.pkBottom of Form

 

BOOKING

How do I save or remove a location?

Saving locations make it super easy to book your regular order.

To save a location, search for it by name on the pickup screen. Once it appears in the list, tap on the heart icon to the right of the address, and give your location a name.

Saved locations will appear on top of the list when entering pickup or drop-off locations for easy access.

To delete a saved location simply tap on the icon again and confirm its removal.

 

Booking a order on mobile

Booking a ride through the truckmotion app is easy.
Enter your pickup and drop-off locations, select your vehicle type, receive estimated bids, and you’re ready to go! After confirming your pickup location, you can tap on “+ details” next to the address to give your driver any extra info about your pickup and equipment.

You can add or change your drop-off location before or during your order. You can add more than one dropoff on mobile for this you have to pay extra free with mutual understanding with driver, but you can always ask your driver to make multiple stops, which will affect your initial estimated fare.

 

Booking a order on Web

When you sign in on www.truckmotion.com.pk you automatically land on the easy-to-use booking screen.

Select the passenger (this could be you, or a guest of yours), add all the ride details (pickup, drop-off, car type, pickup time, payment method) and you’re ready to book!

After entering your pickup location, a new field will appear below the address where you have the option to give your Driver any extra info about your pickup.

If you need to make multiple stops, you can add more than one dropoff location when booking on the web. Simply tap the “+” icon to next to your first dropoff location, and a new field for your next dropoff will appear.

You cannot add more than one dropoff on mobile, but you can always ask your diver to make multiple stops.

 

Can I place a order for someone else?

You can make a booking for friends or family from your truckmotion account on the truckmotion website. Simply sign in at www.truckmotion.com.pk, Fill in details and complete the rest of the steps just like a regular booking.

The booking will be made under your account and charged to your payment method selected, but the Captain will receive your guest’s details instead of yours. Select “Cash” as the payment method if you want your guest to pay for the ride in cash.

 

Can I let someone track my ride?

When your order is underway, you can let friends and family track your ride in real time to let them know you are safe and on the way.

Once you’re in the ride, tap on “Share Tracker” from the main screen of the Truckmotion app. Choose how you want to share your ride from the list of options, e.g. WhatsApp.

 

Can I make more than one booking?

You can have multiple scheduled bookings, but you cannot have multiple ongoing bookings.

If your order is underway, you cannot book another on-demand order, but you will be able to schedule a order for later.
There is no limit to how many scheduled order you can have. We know that plans change, so if you want to cancel a scheduled order, make sure to do so no later than 60 minutes before your scheduled pickup time

 

Can I repeat scheduled bookings?

You can schedule repeat bookings on the truckmotion if shipper place order daily.

 

I need a receipt for my ride

We email/sms you a receipt after every order you take with us. Please make sure your email address is updated in your account details.

If you need a new receipt, sign in at www.truckmotion.com.pk and go to My orders. Click on the ride you need a receipt for and select “Print receipt”.

 

How can I view my rides?

From the app menu, tap on “Your orders”. Here you can manage all your upcoming, current, or past order.

All your future rides will be listed under “Scheduled”. Tap on any scheduled ride to manage the booking.

If you are in a ride, it will also be visible under “Scheduled” from where you can easily track it.

If you want to view your ride history, tap on “History” to see a complete list of your past orders with dates, locations, and even driver details. You can rate past rides, or report any problems you faced.

 

 SAFETY DURING YOUR RIDE

We monitor your orderd in real-time, provide in-order insurance and a 24/7 in-ride call centre to answer your every concern. Remember, you can always share your real-time location with a loved one.

BEFORE YOUR RIDE
  • All of our Driver go through a rigorous screening process and background check.
  • Before your Driver arrives, we send you their details, which include your Driver’s photo, name, rating, vehicle type, and plate number.
  • Driver attend mandatory training sessions to provide them with instructions and guidance on smooth driving as well as following standard safety and security protocols in the unlikely event of an incident.
  • Our Drivers’ vehicles are assessed and the insurance is confirmed prior to their on boarding.
  • Customers have the option to mask their telephone numbers from Driver to ensure their privacy. They can communicate anonymously with the driver to direct them to the location of pick up (call masking may not be available in all markets).
DURING YOUR RIDE
  • Our telemetric technology (which monitors driver behaviour) is under development. Telemetric can detect and evaluate our Driver’ driving skills in real-time to make sure your order is as safe and smooth as possible. It also allows truckmotion to proactively coach our Drivers to improve their driving skills while identifying Driver whose skills are not up to our standards.
  • Got an issue during the ride and need help?  If you have any issues during a ride, you can contact our 24/7 multilingual Safety & Security Operations Centre (SSOC) specialists. Simply tap ‘Contact us’ in the app
  • Each trip is tracked in real time. Share your ride with friends and family to let them know you are on the way, and they can track your ride on the we

 

AFTER YOUR RIDE & OTHER MEASURES

  • Your ratings of our Driver are super important! They help identify Drivers for reward or removal from our platform.
  • Our extensive ‘mystery shopper’ program checks vehicles, driving skills, customer service, and documentation to make sure everything is as it should be.
  • Our team of dedicated professionals, from the Safety & Security specialists, is here to make sure our customers and Drivers have as safe and pleasant experience as possible.
  • In order to help keep our communities safe, we actively support law enforcement agencies with basic trip information when formally requested.