Chapter 18
Safety, help and updates
The emergency contact to set before you need it, what SOS actually does, how to raise a ticket, and why the app sometimes insists on updating.
Step 1
Add an emergency contact in your profile — a name and a phone number, picked from your contacts or typed in. You can change or remove it whenever you like.
Do it now rather than later. SOS sends its alert to that contact, and with no contact saved it will refuse — which you do not want to discover at the moment you press it.
Step 2
SOS is on the trip screen while a trip is running. Tapping it opens a confirmation with a countdown, so an accidental press can be cancelled.
Step 3
On confirming, a text message with your location and the trip details goes to your emergency contact within seconds, and MageRide’s safety team is alerted at the same time.
Step 4
Help and support has the answers to the common questions first — wallet top-ups, the daily fee, registering a vehicle — and your open tickets below them.
Step 5
Raise a ticket opens a short form: describe the problem, attach a screenshot, and pick the trip it is about from a list of your past trips. You can then follow the ticket and see the reply on it.
There is a quick action on the same screen for a daily fee charged in error — for example if the app crashed as you went online. That is a refund request, and it is the right way to raise one.
Step 6
Passengers have their own safety tools and they affect you: a passenger can report a vehicle, and three reports flag a driver for review and a temporary delisting. A passenger can also block a driver, after which they are never matched with them again.
Step 7
If you lose signal mid-trip, keep driving. Your positions are stored on the phone and sent in order when the signal comes back, so the route stays correct — a trip that looks frozen is usually the map waiting rather than the trip failing.
Step 8
When MageRide releases an important update the app will insist on it and stop working until you have it, so that it and the platform still agree with each other. An ordinary update is only a banner you can dismiss.
Both send you to your phone’s app store. The driver app is not published there yet — when it is, the download page here will say so.
Source
- specs/MageRide_Functional_Walkthrough.md#scenario-49-using-sos-as-a-driver-during-an-active-ride
- specs/MageRide_Functional_Walkthrough.md#scenario-51-driver-offline-gps-buffering-and-reconnect-behaviour
- specs/MageRide_Functional_Walkthrough.md#scenario-22-mandatory-app-update-blocking-dialog-vs-soft-banner
- specs/user-requirements-document.md#epic-12-safety-trust
- specs/user-requirements-document.md#epic-16-new-in-app-support
- specs/user-requirements-document.md#epic-17-new-app-update-versioning
- specs/user-requirements-document.md#epic-15-offline-low-connectivity-handling
- specs/user-requirements-document.md#epic-9-daily-platform-fee-billing
- specs/architecture-design-document.md#1-8-remediation-log-al-01-al-16
- specs/D2_mageride_ui_spec.md#scr-da-032-scr-di-032-sos-sos-driver-new-us-12-8
- specs/D2_mageride_ui_spec.md#scr-da-033-scr-di-033-support-raise_ticket-modal-scr-da-033a-scr-di-033a-support-adapt-us-16-2-us-9-23
Read next
Questions about this
- What safety features are there?
- Share your live trip with someone you trust, reach emergency help from inside the ride screen, and rate the driver afterwards. Every driver’s licence and vehicle documents are checked before they can accept a job.
- Will the driver see my phone number?
- Once a driver accepts your ride, you and the driver can see each other’s numbers so you can coordinate the pickup. This is disclosed when you sign up. If you book on someone else’s behalf, the driver sees the rider’s number and never yours.
- Can I get my data, or have it deleted?
- Both. You can ask for a copy of everything MageRide holds about you and receive it within 30 days, and you can ask for your account and personal data to be erased, also within 30 days — except for records the law requires us to keep.