Frequently Asked Questions

Over the years, we’ve learned a lot about urban mobility and what it means for cities and the people who live in them. We’ve interacted with people and gotten to understand the importance of having a unique platform where vehicle owners can connect with drivers of their choice to conveniently drive them to and from their desired destinations. We hope that PoplarConnect can connect you to your desired transportation experience and make things work for you.

PoplarConnect will work in cities across Nigeria. Over time, we’ll be connecting to include data from many more cities. ​ ​Connect with us​   to stay tuned, or ​Contact us via email​  if you have a recommendation of where we should roll out to next.

Preserving your privacy whether as a vehicle owner or driver is our topmost priority.

• I'm not receiving receipts or emails

If you aren't getting receipts or emails from PoplarConnect, check your email account's spam or junk folder. If you find PoplarConnect emails there, mark them as "not junk" or as “safe” to ensure you get PoplarConnect emails.

YOU CAN ALSO UPDATE YOUR EMAIL ADDRESS
1. Select the "drop down menu button" on the left hand side of the app
2. Tap your email address next to your profile photo
3. Edit your name, phone number, or email address
4. Tap "SAVE"

VIEW TRIP RECEIPTS
1. Select "Ride History" from the app menu
2. Tap the particular trip to view your fare

RESEND RECEIPT
EMAIL Select the contact us button from your app menu or contact us directly on our website Send us a request for receipt to be resent If you're still not receiving receipts from us after taking these steps, share your email address here.

• Why was my payment declined?

If you see any of the error messages below in your app, you won't be able to request a driver until you update your payment method:

- "Request Failed: Low Balance"
- "Your payment method is invalid. Please update your billing settings"
- "There was an error processing your request"

Update or add a new payment method in the "Fund Wallet" 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've exceeded the withdrawal limit on your account
- You've reported your card as lost or stolen If none of the solutions or issues apply, share details here.


• I can't request a driver

There can be several reasons you're unable to request a driver. Below are some common issues and how to resolve them.

DECLINED PAYMENT
Follow the prompts in the app to update your payment method or Update or add a new payment method in the "Fund Wallet" section of the app menu

NO DRIVERS AVAILABLE
Please wait a few minutes and try requesting a Driver again.

UNCONFIRMED EMAIL OR PHONE NUMBER
Check for verification messages from PoplarConnect. If you don't have any, you may need to update your account settings.
1. Select the "drop down menu button" on the left hand side of the app
2. Tap your email address next to your profile photo
3. Edit your name, phone number, or email address
4. Tap "SAVE"
If you still can't request a ride, fill out the form here and we'll be in touch to help.


• I forgot my password
If you forget your password, click the forget button on the log in page and reset your password. It's good practice to create a unique password for your PoplarConnect account. Be careful not to share your password in emails or other communications. PoplarConnect will never ask you for your password


• I can't sign in to my account
If you can't sign in to your account because you forgot your password, click the link below the log in page on your app to reset your password.

If you're unable to sign in to your account for any other reason, contact us here. We ask that you give us with some additional info so we can confirm your identity. This helps us keep your account secure.

• Update personal information
To update your name, email or phone number for your PoplarConnect account:

1. Open the app menu
2. Tap the bar that displays your name, phone number, and email
3. Tap the detail you want to change and enter the updated information 4. Make your updates and click "Save


• I can't update my phone number or email
If you're getting an error message when attempting to update your mobile phone number or email address, let us know. here.


• How is my rating determined?
After each trip, Patrons and drivers have the opportunity to rate one another from 1 to 5 stars, based on their experience.

A driver or Patron's overall rating is displayed as an average. For example, a highly-rated Patron might have 4.9 stars.

Ratings are anonymous. Neither Patrons nor Drivers see individual ratings tied to a particular person’s trip. Candid, constructive, and respectful feedback is beneficial for everyone.

Providing a rating encourages mutual respect between Patrons and Drivers.
This strengthens our community and helps everyone get the most from PoplarConnect. We appreciate your involvement in this process.

BE A 5 STAR PATRON/DRIVER
Drivers frequently consider these 3 areas when rating a patron:
1. Be sure the type of vehicle you have in your account is what they meet. Be ready to go when they arrive at the pickup location.
2. Courtesy - Treat drivers the way they'd expect to be treated themselves and let your vehicle be in good condition.
3. Safety - Drivers want to make sure everyone they are driving is safe, and shouldn't feel pressured to break any laws.


• I'm not receiving receipts or emails
If you aren't getting receipts or emails from PoplarConnect, check your email account's spam or junk folder. If you find PoplarConnect emails there, mark them as "not junk" or as “safe” to ensure you get PoplarConnect emails in the future.

If you can't find PoplarConnect emails, try updating your email in the mobile app:
1. Open your PoplarConnect app menu
2. Tap your name at the top of the menu
3. Select your email to update it (if necessary)
4. Tap "Save"

You can also view your receipts in the app:
1. Open your PoplarConnect app menu and tap "Ride History"
2. Tap the particular trip to view receipt and other details


• I need help deleting my PoplarConnect account
Please contact our support team for assistance on deleting your account

• How to request a Driver
Here's how to request a Driver in the PoplarConnect app:
1. Open your app and enter your destination in the “Where are you going?" field
2. Tap on search to see all Driver options available in your area. Tap one to select the Driver that best suits your need.
3. You can also save your favourite locations
4. Once a Driver accepts your request, you'll see their location on the map PoplarConnect will send you a notification when your Driver accepts your request. You can also request for multiple stops.


• Requesting more than one Driver
Using your Patron account, you may only request one Driver at a time.

You can request another Driver immediately after a current trip ends. PoplarConnect offers different Driver options like Driver for ceremonies, Driver that can drive a truck etc. These Driver options meet your variety of needs.

If you want to be driven in a group too large for a single vehicle, please ask others in your group to use their PoplarConnect accounts to request additional Drivers.

Driving with a large group is a great opportunity to invite friends to create their own PoplarConnect accounts.


• Schedule a Driver in advance
Schedule a PoplarConnect Driver 15 minutes to 30 days in advance of when you'd like to be picked up by confirming your trip and informing the Driver you’re connected to about your schedule


• Requesting a specific Driver
The PoplarConnect app cannot match you with a specific Driver. When you request, your app sends your request to nearby drivers to pick you up at your pickup location.
However, you can contact us for assistance.

• Requesting long trips
While PoplarConnect doesn't limit the distance you can travel on a trip, please let Drivers know if you're planning to travel a long distance.

If you'd like to continue after a trip ends, please request a Driver again. Since your previous Driver is nearby, they may receive this new trip request.


• Contact a Driver
If you wish to contact your driver about your location or talk about other details of the ride you requested, you can do that through the trip confirmation email sent to you. To contact your Driver:

1. Open the email that displays the Driver's information
2. Choose between calling or messaging your Driver using the details sent to you


• Getting a Trip receipt
When your trip ends with the PoplarConnect Driver, we automatically send a receipt to the email address on your PoplarConnect account.

If you aren't receiving receipts, check the spam or junk folder of the email address you used. You can review your email address by tapping "your profile" from your app menu. Tap your email address to update it.

PoplarConnect is a platform where Patrons (Vehicle Owners) hire drivers of their choice. Our smartphone apps connect Drivers and Patrons (Vehicle Owners).

In cities across Nigeria, as a Patron, you can use your Patron app to request a Driver. When a Driver accepts your request, your app displays that the Driver is heading to your location. Your app also notifies you when the Driver accepts your request.

Your app also provides detailed information about the Driver you have hired, including full name, type of vehicle they can drive, and more. This info helps the two of you connect at your location.

Use your app to search for your preferred Driver when you want to order for a Driver. If you have a preferred route, it's helpful to talk through the directions together. When you arrive at your destination and Driver exits your vehicle, your trip ends.

Your fare is automatically charged from your app Wallet in your PoplarConnect acccount.○ Immediately after a trip ends, your app will ask you to rate your Driver from 1 to 5 Stars. Drivers are also asked to rate Patrons.

The PoplarConnect feedback system is designed to foster a community of respect and accountability for everyone.

Learn more about how PoplarConnect works by exploring other frequently asked questions.

How do I create a PoplarConnect account?

Creating a PoplarConnect account requires a valid email address, phone number, vehicle model, license etc. You'll also need to create a password and agree to terms and conditions and our privacy notice.

Fill in your first and last name, phone number, and email address. Next, enter your payment information by adding a credit card or debit card number. Please note that we cannot accept prepaid cards.

After you provide this info, we'll send an email that confirms your account registration. Once this is done, you'll be able to use your app.

Error adding a payment method

If the CVV number or name for your credit or debit card is entered incorrectly, you may receive a message about an error processing your payment.

Try removing the payment method, then add it again, making sure all the information is correct.

If you continue to receive messages about payment errors, contact your financial institution to verify that your payment account is active for online transactions.

My phone or email is already in use

If you are unable to sign up for a new account because your number is already registered, please contact us. It's possible you've already registered for a PoplarConnect account.

• Sign up to be a Driver with PoplarConnect
You can sign up to drive with your PoplarConnect Driver app. Download the Driver app from this link. As a Driver, you'll receive Patrons requests with your Driver app.
Driving your Patrons vehicle, you'll meet Patrons at their various locations and drive them to their destinations around the city you are in and sometimes outside.

Your Driver app also keeps track of your trip fares and history. PoplarConnect facilitates payment of your earnings to your bank account.
• Need more info about signing up to be a driver?
For more information about signing up to drive with PoplarConnect, please visit the links below to explore helpful sections that introduce PoplarConnect:
- How does PoplarConnect work?
- Steps to become a driver
- Payments
- Driving Requirements

• Getting a trip request
When you're ready to receive trip requests from Patrons, tap the button on the right hand corner of your app to go online.

When you receive a trip request you'll see a notification telling you a patron has requested for you. To accept the trip, tap the notification and accept.
• Canceling a trip
If you do not want to accept the trip request, tap the "reject" button and select your reason for rejecting.

This can be useful if a request comes in while you're preparing to go offline or you're indisposed.

• Picking up Patrons
A great Connect starts when you receive the Patron request. Note the pickup location address and location of the Patron’s icon on the map. This icon is typically the best indicator of where the Patron will actually be.

Patrons are notified by their app when you have accepted their request. If you cannot locate each other immediately after you arrive. Call or send a text SMS to let the Patron know you're at their location.

Start the trip only after you’re safely seated in the Patron’s vehicle and they are ready to go. PoplarConnect advises Patrons not to request a driver until they're ready.

It's good practice to ask your Patron’s name to ensure the right person who requested for you is the person you’ve met at the location. Confirm the destination, ask the Patron about a preferred route, and then start driving.

• Updating your banking info
To update through the app:
1. Tap your profile to open the main menu.
2. Tap Wallet > Settings > Bank account.
3. select "Edit."
4. Enter your bank account details and save.


• Updating account information
To update your name, email or phone number for your PoplarConnect account: 1. Open the app menu
2. Tap the bar that displays your name, phone number, and email
3. Tap the detail you want to change and enter the updated information
4. Make your updates and click "Save"

• Resetting your password

If you forget your password, click the forgot password button on the log in page, follow the prompt and reset your password.

It's good practice to create a unique password for your PoplarConnect account. Be careful not to share your password in emails or other communications. PoplarConnect will never ask you for your password.
• Delete my Driver account

Please contact our support team for assistance on deleting your account

• I want to drive in a new city

If you're interested in driving in a different city than the one you're currently approved to drive in.
1. Sign into your PoplarConnect acccount and navigate to the settings menu
2. Contact our support team
3. Request for a change in your current city and give details
We'll review your account and explain the steps you can take to drive in a new city.
Please note that we do not support temporary changes in city.

• Downloading the Driver/Patron app

The Driver or Patron application can be downloaded to your personal device by tapping the link below.

If you are having trouble downloading the app using your data, you may need to connect to a WiFi network.

DOWNLOAD THE DRIVER / PATRON APP