Onde Frequently Asked Questions

To launch your taxi app with Onde, follow the guide.

Onde operates all over the world. As of 2024, Onde has partners in 73 countries.

Onde works for a variety of transportation services, not just taxis. See a complete list of supported services.

Yes, all content, communications, messages, files, documents, or other materials you and your customers upload to the Service remain the Partner's property ("Partner's Data"). You grant us a license (under the T&C) so we can process this data to provide you with our services. The only exception is the customer's personal data used in the Onde ID system. We ensure the safety of all user, driver, and payment data by being PCI DSS compliant. We do not store any data on payment cards, and we utilize 3DS checks to protect against fraud.

Onde is PCI DSS compliant, ensuring the security of user, driver, and payment information. We do not store payment card data and employ 3DS checks to prevent fraud. Additionally, after entering card details, both Driver and Customer apps encrypt the information before transmitting it to the server. We collaborate with globally recognized payment gateways such as Bepaid, Checkout.com, Stripe, and others, ensuring the highest security standards for transaction flows.

Over 20 different payment gateways are integrated into the Onde platform, ensuring flexibility and convenience for your business. We continuously add new options to meet your needs.

Our reviews show that Onde stands out from its alternatives because of its user-friendly interface, comprehensive features, and exceptional customer support. Onde supports various transportation services and continually updates to meet market demands. You can read all the detailed comparisons of Onde to other solutions on our comparison page: https://onde.app/top-ride-hailing-platforms. 

Onde’s source code is not available for purchase. Onde operates as a white-label solution, providing a customizable platform for your taxi, ride-hailing, or delivery business needs.

Yes, you can request specific features. All incoming feature requests are reviewed and evaluated by our product team. The priority in development is given to the most profitable options and those that align with the overall product development strategy. We also provide constant feature updates included in our package at no extra cost. These updates ensure our partners remain competitive in the market.

Our package includes comprehensive support and maintenance services. All partners are assigned a dedicated personal account manager to address their specific needs and concerns. You'll also have access to 24/7 assistance via various channels such as our helpdesk (Intercom), instructional videos, and community forums to address your specific needs and concerns.

At Onde, we make sure our platform is always up and running smoothly. We handle 2 million orders every day with a 99,98 % uptime record. Unlike other services with daily limits, we don't have any. If there's a sudden increase in orders, our smart systems jump in to help.

We update our system regularly to ensure our platform stays reliable without any interruptions. We also have a 24/7 react system in place to address any possible system malfunctions.

To make sure Onde is right for your business, take a tour of Onde’s features and capabilities. You can book a call with one of our business development managers, and they will guide you through the features, answer any questions, and help you get started.

Follow the link to book a call here: https://calendly.com/onde_business/15min?back=1&month=2024-05

Yes, you can cancel your subscription at any time with a 30-calendar day notice. However, there are some risks involved. If you cancel, any outstanding payments or fees owed to Onde will become immediately due and payable. Additionally, you won't be entitled to a refund for fees or payments already made if the services have been rendered or if you simply change your mind. Refunds are only possible if Onde is at fault or if required by law due to improper performance of the service.

First, please answer the following questions:

• Have you reached your market potential?
• Do you have plans for exponential growth?
• Do you suffer from passenger/driver shortage?
• Do you spend a lot on marketing to constantly attract new users and yet they regularly stop using your service after one or two orders?

If you answered yes to one or several of these questions, then you have reached the top potential of your current system, and switching to a more user-friendly solution like Onde can help you reach your goals.

Launching the platform takes around 4 weeks.

Yes, we offer a 14-day trial period, and we also have a free product called Onde.Light that lets you use the simplified version of the platform without making any financial investments. You can find out more about it here: https://onde.app/ondelight. 

Here’s what we do at Onde to make the migration process smooth and quick:

Step 1: Organize a personalized demo for you, where you can share your business needs and software requirements, and go through the Onde demo to see if it fits.

Step 2: Both parties sign the contract. We begin the development of your apps, while you prepare a table with your customer and driver data for easy import.

Step 3: Import all drivers with their current earnings and send them automatic invites to the new app.

Step 4: Release Customer and Driver mobile apps in the App Store and Google Play.

Step 5: Replace the Customer app or provide a redirect to the new Customer app.

Step 6: That’s it, you can start working with the new apps!

To find out more about the process of switching from WhatsApp to Taxi App check out our blog article: https://onde.app/blog/switching-from-whatsapp-to-taxi-app

We offer a detailed walkthrough to present the system and we also arrange an onboarding call with our support team to prepare the panel for the launch and make sure all settings are correct and ready to go. Onde also has a Blog with regular articles, a Learn with step-by-step guides, case studies with stories of our partners, Support documentation, and monthly webinars on ride-hailing and business-related topics. We announce webinars on our social media, follow us to never miss a webinar!

LinkedIn: https://www.linkedin.com/company/ondeapp/

Facebook: https://www.facebook.com/Ondeapps/

Instagram: https://www.instagram.com/ondeapps/

Twitter: https://x.com/Onde_Apps

YouTube:https://www.youtube.com/c/Ondeapp

Yes, you can work in multiple locations by setting up a new panel for each location. This allows your business to manage and operate in various areas effectively.

Yes, you can operate under one brand in different countries. You can do this by setting up a new panel for each new location, which will allow you to manage multiple locations under a single brand.

A Customer app attracts more users who prioritize the convenience of the booking process. It also allows you to track trips in real-time and allows users to make cashless payments. To find out more about Onde’s Customer app visit this page: https://onde.app/customer-app

The Customer app can be branded using your logo and colors. Try it and see how it looks!

The Customer app is full of features that are crucial for any ride-hailing service. Here are just some of them:

• Card, terminal, and cash payments
• Order status notifications and real-time tracking
• In-app chat
• Discount coupons & referral programs
• SOS button
• Multiple drop-offs
• Favorite addresses
• and many more

Yes, the Customer app has real-time tracking. Customers also get a link with their live location that they can share with friends. You can find out more about this and many other features by signing up for a demo. Follow the link: https://onde.app/sign-up

Yes, the Customer app has an in-app chat where drivers and customers can have a conversation without sharing personal information. You can find out more about this and many other features by signing up for a demo. Follow the link: https://onde.app/sign-up

Yes. Use discount codes and referral links to attract new users to your apps.

To promote your Customer app and gain more users from the start, you can use a combination of App Store Optimization (ASO) and paid ads.

• ASO: We set and tune keywords to rank higher in app store search results, increasing visibility and free installs.
• Apple Search Ads: Your ad appears at the top of App Store search results, attracting users searching for taxi services.
• Google App Campaigns: Reach billions on Google platforms, including Search, YouTube, Gmail, and more.
• Facebook Ads: Target ads to Facebook's vast user base, focusing on users similar to your existing riders.

By combining ASO and paid ads, we maximize both paid and organic installs. Follow the link to find out more about our marketing support: https://onde.app/mobile-app-marketing-agency.

In the Customer app, your customers can pay by card, terminal, cash, or using the Wallet feature. All payments are secure, protecting customers' privacy while allowing them to save their card details for future journeys.

Yes, the Customer app is available for both iOS and Android operating systems.

Yes, regular updates are available for both operating systems with no extra fees. These updates are included in the package, ensuring that your service stays competitive in the market.

Access to driver profile data is restricted to the person managing your My hub admin panel, which securely stores information of all registered drivers. My hub offers different roles with different levels of access, so there can be multiple people who can access your driver profile.

Onde's Driver app includes all must-have features. Here are some of them:

• Easy sign-up
• Multiple payment methods
• Integrated maps
• Back-to-back rides (ensure drivers can accept a new order while doing a previous one)
• In-app feedback requests
• Detailed transaction reports
• Registration notifications

For a comprehensive overview of all the features, visit our Driver app product page.

The Driver app continuously tracks driver statuses and uses an intelligent queue algorithm to find the nearest and most available driver. If Driver app is in "sleep mode," the system sends push notifications to notify the driver about new jobs, ensuring high order processing rates and the shortest possible waiting times for customers.

Onde system has an automated driver payouts feature that helps calculate and prepare payouts to drivers' bank accounts. Company managers generate payout reports and can send them to the bank for payouts, ensuring drivers receive their earnings quickly. Find out more here: https://support.onde.app/en/articles/8413875-automated-driver-payouts. Please note that this is a paid feature.

The Heat map allows drivers to track "hot order zones" within their working area and relocate accordingly to cover more orders.

Yes, you can enable dynamic pricing, which allows for adjusting costs based on factors like increased demand, high congestion, or specific hours.

Onde offers additional marketing services and assists in attracting drivers via various marketing channels such as Facebook, Instagram, and Google Ads. We tailor our marketing approach based on partner preferences. Learn more about Onde Agency and mobile app marketing services we offer.

Yes, there are seven types of reports available: Orders report, Drivers report, Clients report, Operators report, Payments report, Drivers transactions reports, and Billing history report. You can also search, sort, and delete reports as needed within the system. You can also export raw data and create custom reports for any specific needs you might have.

The Analytics section in My hub offers comprehensive insights into your company's performance. You can track various parameters such as assigned vs. missed orders, booking sources, driver response time, clients' waiting time, order statuses, payment methods, referral coupons, and total revenue. These insights help you make informed decisions about business development, marketing strategies, driver engagement, and customer satisfaction.

The operational area, or the maximum radius covered by one panel, is 100 km. Extending this area beyond this limit is not recommended due to potential issues such as longer driver arrival times, increased risk of order cancellations, negative customer feedback, and difficulty in managing operations efficiently. If a larger coverage area is needed, it's advised to create separate panels for different cities and unify them under one brand.

Yes, you can give your employees different permissions in My hub by assigning specific user roles with different levels of access.

Yes, you can add, delete and edit customers,drivers, and operators.

An Operator app is for customers who still use phones to make orders. Operator app ensures all orders are easily managed from one place, no matter where they come from. To find out more about Onde’s Operator app visit this page: https://onde.app/operator-app

That’s what Operator app is for! Orders can be assigned automatically and manually. Operators can find specific orders, edit order details, and duplicate orders, among other things.

The operational area, or the maximum radius covered by one panel, is 100 km. Extending this area beyond this limit is not recommended due to potential issues such as longer driver arrival times, increased risk of order cancellations, negative customer feedback, and difficulty in managing operations efficiently. If a larger coverage area is needed, it's advised to create separate panels for different cities and unify them under one brand.

Yes, you can run the Operator app from different devices. It is accessible from your phone, tablet, laptop, or desktop computer, allowing you to manage your business from any device.

Yes, you can connect your third-party app or website to the Onde platform through the Operator API, which allows you to create and receive orders from a third system, collect order summaries, track order updates, and search for services and vehicles.

If you're interested in exploring these API options, you can request API documentation and register for a sandbox account to test the APIs before integrating them into your production account with Onde.

To place a Web app on your site, you can copy the solution from the provided link and insert your brand's Web app URL into the iframe link. Ensure to enable the current user location for a better user experience.

The Web app will display in the user's browser language, but additional translations can be requested. For specific languages, append ?lang=(language code) to the URL. For on-demand services, add /service/ at the end of the URL.

Check out the whole article here: https://support.onde.app/en/articles/6169311-how-to-place-web-app-on-your-site

The Operator app is for managing orders and tracking drivers in real-time, while the Web app allows users to place orders through a browser.

To place orders with the Web app: 

1. Access the Web app from My hub or your brand panel settings.
2. Authenticate using your mobile phone number. 
3. Enter the verification code sent via SMS. 
4. Specify pick-up and drop-off locations, add any necessary notes, and select the service. 
5. Review order details and tap "BOOK" to dispatch. 
6. Track order assignment and driver details. 
7. Cancel orders if needed or create another order following the same steps. 
8. For pre-orders, specify pick-up details, choose a future date and time, then tap "BOOK".
9. Preorders can be made up to 7 months in advance.

The Web app limitations include:

• Dependency on browser language for interface display. 
• Limited access to device features compared to native apps. 
• Potential language translation issues if not available in browser language. 
• Possible differences in the interface are based on browser compatibility.

Onde’s pricing model consists of a one-time fee, followed by a monthly percentage revenue share. There are no fleet size limits, and feature updates are included in the package. There are no hidden fees, however, you may choose additional services for additional fees. To find out more, please contact our business development team.

The purchase provides a revocable, non-exclusive, assignable, worldwide, sub-licensable, and non-compensated license regarding the Partner's Data to Onde for the Service’s functioning. You can find more information here: https://onde.app/onde-terms-and-conditions

No, we don't have any limitations. Our pricing model includes a one-time fee followed by a monthly percentage revenue share, with no fleet size limits or restrictions on the number of orders.

Yes, Onde's pricing model is flexible. Talk to us about it.

Digital marketing refers to promoting products, services, or brands using electronic devices and the internet. It includes various online platforms and techniques such as social media, email, search engines, websites, and mobile apps. The goal is to reach a broad audience, engage with customers, and drive sales or brand awareness through digital channels.

To get more users for your app right from the start, you can use our App Store Optimization (ASO) and paid ads services.

ASO: We choose and adjust keywords so your app shows up higher in app store search results, which helps more people find and install it for free.

Apple Search Ads: Your ad will appear at the top of App Store search results, making it easy for users looking for taxi services to find your app.

Google App Campaigns: Reach billions of users on Google platforms like Search, YouTube, and Gmail.

Facebook Ads: Show ads to Facebook users who are similar to your current riders.

Using ASO and paid ads together helps you get more installs, both paid and free. Follow the link to learn more about our marketing support:https://onde.app/mobile-app-marketing-agency

Yes, in fact, we recommend this! We also recommend combining your own advertising strategies with Onde’s paid services. Our revenue share model means we are directly invested in your growth and profit, and we have deep knowledge of the product and the industry.

Onde Agency will provide you with the following reports:

1)Monthly Ad Reports: Detailed data on impressions, clicks, installs, in-app events, cost per install, and budget spent.

2)Google Analytics: Insights on app installs, in-app events, and install sources.

3)My Hub Reports: Metrics on order growth, completions, cancellations, and response times.

4)App Store Analytics: User acquisition, traffic sources, and uninstall data.

5)AppsFlyer: Ad performance, user segments, and revenue tracking.

Our marketing team uses Google Analytics, My hub reports, App Store Analytics, and AppsFlyer. Yes, you'll have access to oversee the running of the campaigns.

App Store Optimization (ASO) is the process of improving app visibility in app stores and increasing app conversion rates. It helps your app achieve a higher position in search results, driving more traffic to your app's page and resulting in more downloads. In short, ASO leads to organic (free) installs.

Digital ad campaigns work by launching eye-catching ads on social media and Google platforms. These ads explain the service and direct users to download the app from app stores. The brand owner is charged only when the app is installed. We handle everything in-house, including design, ad setup, analysis, and ongoing recommendations.

• Creative ad banners and ad videos tailored to different platforms.
• Creative copywriting for ad messages. 
• Ad campaign setup on selected platforms with targeting and goals. 
• Ongoing campaign management and optimization. 
• Monthly full reports broken down by ad channels, days, geo, and device OS. 
• Ongoing intermediate stats and recommendations, with daily monitoring and feedback throughout the campaign.