ADEPT IQ TrustRide™ User’s Guide

Overview

Purpose

The purpose of this user guide is to describe the functionality of TrustRide.

TrustRide is a mobile application that you can download to a smart phone and use to manage your transit trips or the trips of other riders. It communicates with the transit agency’s booking and dispatch system (called ‘ADEPT IQ’) to provide you with trip information and to let you take actions, such as cancelling and booking trips.

Intended Audience

This user guide is written for a transit agency’s riders; these are the people using the agency’s service to travel.
StrataGen Systems makes all attempts to maintain the correctness of the guide. However, StrataGen Systems assumes no liability or damages resulting from the use of this guide.

Working in the TrustRide Application

Account-Related Features

Download and Install

The TrustRide mobile application is downloadable from both the Apple App Store (for iPhones) and the Android Play Store (for Android phones).

To download and install TrustRide:

On your phone, go to the App Store (for iPhones) or the Play Store (for Android phones).
Search for “TrustRide”.
Install or download the application.

Launch the TrustRide Application

Once you have installed TrustRide, you can open it by tapping the TrustRide icon.

The first time you open TrustRide, three information screens are displayed. Tap the arrow to move through the screens or tap SKIP.

Create a TrustRide Account

To create a TrustRide account:

Open the application.
The Sign On screen is displayed.

Tap Register.
The Welcome screen is displayed.

In the Email address box, enter your email address.
In the Password box, enter a password. The password must be at least 9 characters and include:
- at least 1 number
- at least one special character
- one uppercase letter
- one lowercase letter
Select the Terms
Tap Continue.
An email is sent to the email address. The email contains a code.

The Verify Email screen is displayed.

Enter the code.
Tap Verify Email.
A confirmation screen is displayed.

14. Tap Sign On.
15. The Sign On screen is displayed.

Enter the email address and password used in steps 5 and 6.
Tap Sign On.
Proceed to the Link the Account to the Transit Agency’s Rider Record

Link the TrustRide Account to the Transit Agency

To send and receive trip information, the TrustRide account must be linked to a rider’s record at the transit agency.

To link the TrustRide account to the transit agency:

Create a TrustRide account as described in Create a TrustRide Account.
The Provider List screen is displayed.

Tap the name of your transit agency.
The transit agency’s screen is displayed.

In the Client ID/username box, enter the ID for the rider, as stored in the rider’s record in the transit agency’s ADEPT IQ system.
In the Client Password box, enter the password for the rider, as stored in the rider’s record in the transit agency’s ADEPT IQ system.
Tap Continue.
A confirmation screen is displayed.

Tap Done.
The Home screen is displayed.

Sign On

To sign on to TrustRide:

Open the TrustRide application.
The Sign On screen is displayed.

Enter the email and password used to create the TrustRide account.
Tap Sign On.
The Home screen is displayed.

Sign Off

Go to the Home screen.

In the top left corner of the screen, tap the ‘person’ icon.
The Mobile Account screen is displayed.

Tap Sign Out.
A confirmation screen is displayed.

Tap Confirm.
The Sign On screen is displayed.

Note: After a certain number of minutes, the TrustRide application will automatically sign you off. The amount of time is configured by the transit agency.

Reset Password

If you forget your password, you can reset it.

To reset your password:

Launch the TrustRide application.
The Sign On screen is displayed.

Tap Forgot Password?
The Forgot Password? The screen is displayed.

In the Email address box, enter your password.
Tap Recover Password.
An email is sent to the email address. The email contains a code.

The Enter New Password screen is displayed.

Enter the code.
Enter a new password and confirm the new password. The password must be at least 9 characters and include:
- at least 1 number
- at least one special character
- one uppercase letter
- one lowercase letter
Tap Reset Password.
A confirmation screen is displayed.

Tap Sign On.
The Sign On screen is displayed.

Link to Another Rider’s Account

TrustRide supports the ability to link your account to other riders’ accounts. For example, parents or caregivers may need to track and manage trips on behalf of others.

To link to another rider’s account:

Go to the Home screen.

Tap the Add Rider icon.
The rider list is displayed.

Tap the Add Rider icon.
The Provider List screen is displayed.

Tap the name of the transit agency of the person you are adding.
The transit agency’s screen is displayed.

In the Client ID/username box, enter the ID for the person you are adding, as stored in their record in the transit agency’s ADEPT IQ system.
In the Client Password box, enter the password for the person you are adding, as stored in their record in the transit agency’s ADEPT IQ system.
Tap Continue.
A confirmation screen is displayed.

Tap Done.
The Home screen is displayed.

Unlink Another Rider’s Account

To unlink another rider’s account:

Go to the Home screen.

Tap the Add Rider icon.
The rider list is displayed.

Tap the red circle next to the rider you want to remove.
A confirmation screen is displayed.

Tap Confirm.
An informational message is displayed.

Tap the message to return to the rider list screen.

Switch Between Rider Accounts

If you have linked your account to one or more riders, you can easily switch between the accounts.

To switch between rider accounts:

Go to the Home screen.

Tap the Add Rider icon.
The rider list is displayed.

Select the rider’s account you want to use.
A confirmation screen is displayed.

Click Confirm.
The selected rider’s Home screen is displayed.

View Service Provider Information

TrustRide displays contact information for the transit agency.

To view service provider information:

Go to the Home screen.

Tap Contact Service Provider.
The Contact Provider screen is displayed.

Tap the phone number to call the number.
Tap the email address to open your phone’s email program and send an email.
Tap the address to open your phone’s map program and view the location on the map.

Trip-Related Features

Track an Active Trip

The TrustRide application lets you see details of a ‘live’ trip, which is when the vehicle’s route has started and the vehicle is either on the way to the rider’s pickup stop or the rider is on the vehicle.

To track an active trip:

Go to the Home screen.

Tap Track Active Trip.

Note: If this option is not available you will see ‘No Active Trip’ displayed which means either the trip’s route has not yet started, or the rider has no trips for today.
Also Note: The current number of minutes until the vehicle arrives to pick up the rider is displayed on the Track Active Trip button.

The Trip Details screen is displayed. See Trip Details Screen. Once the rider arrives at the drop-off stop the ‘You have arrived’ screen is displayed.

View Upcoming Trips

You can view details of the rider’s future trips.

To view upcoming trips:

Go to the Home screen.

Tap View All Trips.
Any upcoming trips are displayed.
Note: If one of the trips is active, the current number of minutes until the vehicle arrives to pick up the rider is displayed.

Tap one of the trips.
The Trip Details screen is displayed. See Trip Details Screen.

Book a Trip

If the transit agency allows it, you can submit a trip request via the TrustRide application, eliminating the need to call the service provider to book a trip.

To book a trip:

Go to the Home screen.

Tap Request a Trip.
Note: If you do not see the Request a Trip button, the transit agency has disabled the booking functionality.
The Request a Trip screen is displayed.

Do one of the following:

Leave the Pickup radio button selected to indicate that the rider wants to be picked up at the requested time.
Select the Dropoff radio button to indicate that the rider wants to be dropped off at the requested time. For example, if they have an appointment.

In the Date & Time area, select the requested date and time.
Note: The available dates and times are determined by the transit agency.
In the Pickup Address box, select the address at which the rider wants to be picked up.
- These addresses are stored in the rider’s record in the transit agency’s ADEPT IQ system.
In the Dropoff Address box, select the address at which the rider wants to be dropped off.
- These addresses are stored in the rider’s record in the transit agency’s ADEPT IQ system.
  (Optional) Tap the map icon to view the address(es) on a map.

(Optional) Tap the Driver Notes box to enter notes for the driver to see.

Tap Submit. Note: If you have conditional eligibility or no eligibility, or if you are suspended from service on the trip date, you will see a message and the request will not be submitted. Also Note: If the trip does not meet ADA eligibility – for example it is outside the time range and/or one or both stops fall outside the ADA boundary – the request will be submitted but it will not get scheduled. It will be saved with a status of ‘Failed’. Contact your service provider with any questions.
The Trip Request Summary screen is displayed.

Tap Done.
The Home screen is displayed.

Cancel a Trip

If you need to cancel an upcoming trip, you can do so using the TrustRide application.

To cancel a trip:

Go to the Home screen.

Tap View All Trips.
Upcoming trips are displayed.

Tap the trip you want to cancel.
Note: You cannot cancel an active trip.
The Trip Details screen is displayed.
Tap Cancel Trip.
- A confirmation screen is displayed.

- Click Confirm.
- The trip is removed from the Trips list.

Note: If the trip is considered a Late Cancel as per the transit agency’s rules, then you are not allowed to cancel the trip. Call the transit agency for assistance.

Trip Details Screen

The following describes what is displayed when viewing a trip’s details.

- Cancel Trip – Tap to cancel the trip. See Cancel a Trip. This option is not displayed for active trips.
- Stops to go – The number of stops until the rider is picked up. If the rider is already on board, then this is the number of stops until drop off. If the rider’s pickup stop is next, then “Your stop is next” is displayed. This option is only displayed for active trips.
- ETA – The estimated number of minutes until the rider is picked up. If the rider is already on board, then this is the estimated number of minutes until drop off. Pickup ETA is indicated with an up arrow. Dropoff ETA is indicated with a down arrow. This option is only displayed for active trips.
- Map – Displays the trip’s pickup and drop off locations. The pickup stop is indicated with a green up arrow. The drop off stop is indicated with a green down arrow. For an active trip, the vehicle’s current location is displayed. The vehicle is indicated with a black chevron icon.
- Trip Date – The date of the trip.
- Trip Status – The current status of the trip. Possible statuses are:
  - Pending – The trip is confirmed but does not have a route. Check back later to see that it gets scheduled.
  - Scheduled – The trip is confirmed and has a route.
  - Completed – The rider has been dropped off. TrustRide only displays trips that were completed today.
  - Failed – The trip was submitted but it did not meet ADA eligibility requirements, so it was not scheduled.
- Driver – The name of the driver. If the driver has not yet been assigned, then “Details Pending” is displayed.
  Note: If you do not see the driver’s name, the transit agency has disabled the ability to view the driver’s name.
- Vehicle – The type of vehicle that will service the trip. The license plate of the vehicle. The ID of the vehicle. If the vehicle has not yet been assigned then “Details Pending” is displayed.
  Note: If you do not see this information, the transit agency has disabled the ability to view it.
- Pickup / Dropoff Address – The pickup and drop off addresses.
- Trip ID – The trip’s ID number.
  Pickup Window – The time frame in which the rider will be picked up.
- Travel Needs – Any travel needs, such as equipment or PCA, required for the trip.
- Fare – The amount that will be charged for the trip.
- Up/down arrow – Tap to show/hide the trip’s details.

The following are some examples of the Trips Details screen.

Troubleshooting

Access Help Information

TrustRide contains step-by-step information on how to use the application.

To access help information:

When signed on to TrustRide, tap the Help button at the bottom of the screen.

The phone’s browser is opened, displaying a webpage with TrustRide help information.
To return to the TrustRide application, either switch back to it or close the browser.

Error Messages

The following table provides information on how to resolve any errors or warnings you may encounter while working in TrustRide.

Screen	Message	Details	How to Resolve
Sign On	Email & Password do not match. Try again.	The password you entered does not match the password you used to create the account.	If you cannot remember your password, reset it. See Reset Password.
Sign On, Forgot Password	Email ID is not registered.	The email address you entered does not match the email you used to create the account.	Try entering a different email address.
Welcome	Email already registered. Please try logging in.	The email address you entered is already associated with an existing TrustRide account.	Return to the Sign On screen and sign on. See Sign On.
Verify Email, Enter New Password	The code does not match. Please try again.	The verification code you entered does not match the one you receive via email message.	Refer to your email for the verification code and re-enter it.
Request a Trip	Unable to proceed with booking. Please contact your service provider for assistance.	There could be various reasons for this error; for example, the trip is not within the ADA boundary/times, or the ADEPT IQ system is not currently available.	Tap Home to return to the Home screen. Tap Edit Request to change some of the trip information and try re-submitting the request. Call your service provider for assistance.
Any	Network Unavailable! Unable to connect to the internet. Please ensure you are connected to a Wi-Fi network or your mobile data provider.	The phone is not connected to the internet.	Ensure your phone is connected to the internet either via Wi-Fi or mobile data.
Request a Trip	Unable to proceed with booking. Passenger is suspended from service on the trip date.	The rider for whom you are trying to request a trip is suspended from service on the trip date.	Try a different date or call your service provider for assistance.
Request a Trip	Your trip request is being processed. / Your trip request is still being processed. Please check back later.	The ADEPT IQ system is experiencing slowdowns.	Wait a few minutes then try requesting the trip again. Call your service provider for assistance.
Request a Trip	Unable to proceed with booking. You have no eligibility to travel on selected trip date.	The rider for whom you are trying to request a trip has no eligibility on the trip date.	Try a different date or call your service provider for assistance.
Request a Trip	Unable to proceed with booking. You have conditional eligibility for the selected trip date. Contact your service provider for assistance.	The rider for whom you are trying to request a trip is eligible only under certain circumstances on the trip date.	Try a different date or call your service provider for assistance.
Request a Trip	System is currently unavailable. Try again later. If problem persists, please contact your service provider.	The ADEPT IQ system is not currently available	Wait a few minutes then try requesting the trip again. Call your service provider for assistance.
Request a Trip	Trip does not meet ADA eligibility requirements. Please contact your service provider with any questions.	The trip you are trying to submit does not meet the requirements for ADA – for instance it may be outside the allowed time period and/or service boundary.	Call your service provider for assistance.

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