FREQUENTLY ASKED QUESTIONS

Experienced drivers are welcome, but we also support new drivers through the full onboarding process—including paperwork and appointments.

We accept both new and existing drivers, including owner drivers and rental drivers.

You can join whether you have your own vehicle or need to rent one from us.

We can help you with:

• All necessary paperwork
• Booking medical, DBS, and council appointments
• Supplying and insuring the taxi (if renting)
• Maintaining the vehicle and providing a backup if needed

Yes. If you’re an owner driver with a vehicle licensed by one of the local authorities, you can use it at ACE-ABC.

We provide fully maintained rental vehicles.

These rentals include insurance, maintenance, and access to spare vehicles so you’re never off the road.

ACE-ABC handles all maintenance and insurance for rental vehicles.

We also have spare cars on hand to keep you working if a fault occurs.

If there is an issue with the vehicle DO NOT keep driving it.

Please report the fault to the garage as soon as you notice it.

Damage caused to the vehicle due to unreported defects, will be chargeable to you.

All ACE-ABC drivers are self-employed contractors. You have full control over how often and when you work.

Extremely flexible. You choose your own hours.

Drive as much—or as little—as you like.

Absolutely. The more you drive, the more you earn from the journeys you complete.

You set your own pace and goals.

We operate across Mansfield, Ashfield, Bolsover, Newark & Sherwood, Gedling—and can also accept drivers from Wolverhampton.

We can accept a Hackney Carriage from any area, not just our operating areas.

Our computerised dispatch system ensures a fair share of bookings for all active drivers.

We currently use the Autocab Driver Companion app only compatible with an Android device.

iOS version of the app is currently not available at ACE-ABC.

Here's the link to download the app. Autocab Driver Companion – Apps on GooglePlay

To ensure Driver Companion operates and performs as designed, please make sure that your device meets the requirements listed below:

·         Operating System: Android 10.0 minimum recommended

·         Processor: Quad-Core or above

·         RAM: 4GB

·         Storage: 32GB

·         GPS and Data Capability

·         Screen Resolution: 1080p

·         NFC capability.

We recommend devices running Android 10 or above, 64GB storage with 1080p resolution for the best performance.

You will also need to download a CabCard payment app to be able to take payments in the vehicle which requires Android 10 and NFC capability.

CabCard Go is a mobile app for taxi and private hire drivers, allowing you to manage tasks, connect with customers, and accept contactless payments—all from one Android app.

You will need login details from ACE-ABC to use the app correctly.

• Android only, version 10 or higher.
• iPhones and earlier Android versions are not supported.

Download CabCard Taxi Payments from the Google Play Store.

CabCard - Taxi Payments – Apps on Google Play

You will need to login with the information provided to you from ACE-ABC.

When you have logged in we recommend you perform a 5p test transaction to ensure everything is working correctly (e.g., NFC reader functionality).

There are two methods:

1. Contactless:

• Tap “Take a payment,” the amount should auto populate from the Driver companion, then hold the passenger's card or device near your phone’s NFC area (usually at the back of your phone).
• Success is confirmed by a green tick; failure by a red cross. You can then issue a receipt if needed.

 2. Scan to Pay (only used as a last resort if contactless unavailable):

• Tap “Take a payment,” enter the amount, and select Scan to Pay.
• The app displays a QR code for passengers to scan and pay via a secure link.
• Please notify the office is you use this so the payment can be correctly allocated to the job.

This may happen if:

• Your device doesn’t have NFC, or
• You haven't been fully enabled for contactless yet.
  Setup may take up to an hour—it’s worth trying again shortly. 

Contact the main ACE-ABC office who will attempt to resolve your issue.

If you're stuck, go to CabCard’s support portal and submit a request via the “Contact Us” form.

They’ll typically reply quickly. support.cabcard.services

🚖 Autocab Driver Companion – Complete Driver FAQ

 How to Start & Login

How do I login in on the app?

You will need to enter your pin, and accept the disclaimer to access the app.

How do I go online or offline?

Use the online/offline toggle at the bottom right of the Zones screen to start or end your shift. You will have to input the start mileage from the vehicle.

🧭 Main Screen

What is shown on the Zones screen?

It displays your current zone at the bottom, list all nearby zones, shows available jobs, and vehicles in each zone.

Any available work will appear at the top of the zone list and show the distance away from your current location.

How do I sort or filter zones?

Tap icons at the top of the columns to sort by zone name, distance, job availability, or vehicle count.

The selected icon will be highlighted.

📋 Left-hand Menu

What is the Left-hand Menu?

It provides access to core tools like:

• Settings
• Driver Profile
• Job History
• Driver Sheets
• Reports
• Documents
• Help

What can I customise in Help, Settings & What’s New?

Control alerts, voice prompts, map view, night/day mode, Bluetooth devices, and more information about features.

Please note not all features may be enabled by the company.

What’s in Job History and Driver Sheets?

Job History shows past jobs with details.

Driver Sheets show earnings for selected periods and how much you owe this week.

What are Reports, Documents & Ratings for?

Reports help you analyse performance.

Documents allow uploading/viewing important files (e.g., licence, DBS) and ratings are what you receive from customers.

⚙️ Right-hand Menu

15. What can I do from the Right-hand Menu?

You can access:

• Plot in Zone
• Prebookings
• Commands
• Requests

What is Plot in Zone?

Use this if GPS is inaccurate. Manually select your correct zone.

How do I use Prebookings?

View upcoming jobs and bid directly by swiping right. You can also remove them.

What are Commands and Requests?

Commands are quick actions (e.g., no fare, recover job).

Requests let you ask the system for certain functions, these options will change depending what stage of a job you are at.

Yes & No can be used to quickly message the office.

No Fare can be used if a customer does not show at the pick-up point; please wait for the office to make sure you are in the correct location before they clear the job.

Recover should only be used if you cannot complete a job.

There is also a shortcut to breaks here to prevent you having to use the main screen to access the options.

🧰 Job Handling & Features

How do I accept or reject jobs?

When a job pops up, swipe Accept/Reject or say “Yes”/“No” (if voice-enabled in settings).

Each stage (Arrived, Pick Up, Drop off) is completed by swiping right.

How do I view the job information and route for the journey?

The job details can be viewed by clicking on the small orange up arrow next to the Pickup information.

Clicking the down arrow will close the information again.

The route can be accessed by clicking the black arrow on the map, this will open up your map application and generate the route for you.

You can return to the job info by clicking the orange a that is displayed over the map screen.

How do I start a street pickup (Hackneys only)?

Use “Start Street Pickup” from the right hand menu to log a job picked up without being prebooked.

Private Hire vehicles cannot legally do this.

🔊 Communication & Alerts

31. How do I contact the office?

Use “Message Icon” from the main screen, it looks like an envelope and will give you access to preprogrammed messages.

You can message the office anytime from this menu.

There are many preprogrammed messages but there is also the option to freetype.

How do I call or ping the passenger?

Use “Phone Customer” or “Ringback” in the right-hand menu.

The system will automatically link you to the customer without revealing personal phone numbers.

You will have to accept a call to start the process.

💳 Payments

How do I take a card payment?

After ending a trip, choose “Pay with Card” and use you Cabcard Go app which will auto populate with the correct amount.

📱 App Updates, Display & Landscape Mode

How do I rotate to landscape?

Enable auto-rotate on your device’s system settings.

The app will support landscape mode.

How do I update Driver Companion?

Go to the Google Play Store (Android), search for Driver Companion, and tap Update.

📦 Versions, Configurations & Features

Why can’t I see certain features or menus?

Your operator controls which features are visible or enabled.

What does Destination or Break Mode do?

You can access this by toggling the switch at the bottom of the app.

This will offer you several options.

Destination mode restricts jobs offered to only those going in the direction of your set destination—ideal for finishing your shift or taking you to an appointment.

Short Break will put you on break for 10 minutes, long break is not enabled even though visible.

If you intend being longer than 10 minutes please log out completely until you are ready to work again.

To finish break, follow the same process and select “Finish Break”.

How to Finish & Log Off

You can access this by toggling the switch at the bottom of the app.

This will offer you the offline option. Once selected you will be prompted to enter your finish mileage.

Once you receive the finished message, access the left menu and select log off at the bottom of the list to completely leave the app.

Open the registration page:  https://ace-abc.driversportal.app/Driverlogin/apiRegister

·         Enter your email address: Input the email registered with the company. If unsure which one you used, ask the office.

·         Enter Your Driver PIN: If you do not have your PIN contact the office.

·         Choose a Password: Create a secure password.

·         Confirm Password: Re-enter the same password to confirm.

·         Click “Register”: Your account will be created and automatically logged in.

Visit the company Driver Portal & sign in https://ace-abc.driversportal.app/Driverlogin

Your dashboard displays:

• Total earnings
• Completed bookings
• Miles driven
• Payment summaries
• News feed posts
  You can apply filters (past 7 days, month, custom dates) to view specific data

📞 Support & Help

Q: How can I get help or report an issue?
A: Click Support & Help and use Create Support Ticket to report issues like:

• Payment problems
• Job concerns
• Vehicle issues
• General inquiries
• Document updates

Q: How do I track my support tickets?
A: Go to My Tickets to view and respond to any open or resolved queries.

💰 Accounts & Payments

Q: How can I make a payment?
A: Go to Pay Now, choose the amount, and you’ll be redirected to a Judo Pay link to pay securely by card.

Q: What’s the difference between outstanding and current balance?
A: Outstanding balance = unpaid previous weeks.
Current balance = total including this week.
Paying for the current week covers both amounts.

Q: How do I view my payment history?
A: Use Payment List to see all payments, with filters for today, this week, month, or a custom date range.

Q: Where can I see my job sheet summaries?
A: In My Job Sheets, view all shift-related income and raise issues if needed.

Q: What’s in the Payout section?
A: A list of all completed payments and their statuses.

📦 Jobs & Bookings

The company will post any work that they require drivers to bid for in this section.

These could include regular school runs or account work.

Q: How do I bid for work?
A: Go to Open Jobs, view available listings, and submit bids directly. You’ll be notified if accepted.

Q: What happens after I win a bid?
A: The job will appear under Selected Jobs with full details.

Q: Where do I find completed jobs?
A: Use Completed Jobs for a list of all jobs you’ve fulfilled.

A: This section shows all upcoming and past pre-booked jobs.

Q: How do I find past job stats?
A: Use Completed Past to search backdated jobs, view mileage and costs, and even print the data.

Q: What are Pre-Bookings?
A: These are jobs pre-assigned to you and shown in Pre Booking before their scheduled date.

📊 Reports & Ratings

Q: Where can I see my performance stats?
A: Go to Reports, which includes:

• Last Shift Report
• All Shifts
• Ratings
• Capabilities

Q: What does the Ratings section show?
A: Ratings received from customers to help track your performance.

Q: What are Capabilities?
A: Extra services you offer (e.g. airport handling, delivery) that may earn you additional income.

📢 News & Communication

The News Feed in the Driver portal displays the latest announcements, policy changes, and important reminders.

🛒 Driver Shop

Q: What is the Driver Shop?
A: It allows you to order essentials like stickers, tyres, and accessories directly through the portal.

Q: How do I see available items?
A: Visit All Products for the full product list.

Q: How do I manage orders and payments?
A: Use Product Payment List and All Orders to track and pay for any placed orders.

Q: Where can I upload and view my documents?
A: In My Documents, upload items like licences and bank statements. Check approval and expiry statuses.

Q: What about contracts I need to sign?
A: All contracts appear in My Contracts, where you can view, sign, and download them.

⚙️ Settings & Profile

Q: How do I update my password?
A: Use Settings → Change Password. Your new password must include:

• At least 1 uppercase letter
• 1 lowercase letter
• 1 number
• 1 special character

Q: How do I update my profile details?
A: In the Profile section, you can change your name, email, phone number, and other details.

Summary of sections

Our minimum fare varies depending on the area or type of vehicle that is booked.

If we are collecting from out of our immediate area the minimum fares will be higher to cover the vehicle travelling.

The distance the vehicle travels while customers are in the car is calculated using our set fares system.

All fares are quoted before travel, so the customer knows the fare before they book.

The customer pays the same amount each time they take an identical journey.

This means fewer disputes about pricing in the car, and prevents rogue drivers overcharging unnecessarily.

All our fares have a booking fee added that covers all administration costs.

The current booking fee is 0.90p and will be included within any quote made to the customer.

This booking fee is paid back to the company at the end of the week by you.

You are just collecting this on our behalf on top of the fare. It is not a charge to you directly.

Our tariffs increase during the night between midnight and 5am, usually by ¼.

For example a £4.90 fare (including booking fee) becomes £5.90 in this period.

Yes. All active drivers on the system are tracked at all times.

This tracking is time stamped with your name and vehicle number, then matched to each booking you complete.

Sometimes there are genuine reasons why the journey may cost more.

Please consider if any of the reasons below apply to the journey:

1. The customer requested a stop mid-journey.
2. The customer requested you to wait.
3. The customer requested a change of destination.

If any of these apply you are justified in the extra charge, just modify the journey using the driver companion and the app will generate the new price for you.

DO NOT MAKE UP A PRICE.

Any driver overcharging without modifying the job correctly will have the fare removed from their takings and refunded back to the customer in full.

If you find an item in your vehicle, notify the office immediately.

Store the item securely and out of sight, as other passengers will use the car.

If no one claims it by the end of your shift, deliver it to the police station, as required by your licence conditions.

Do not keep the item or leave it at the office.

If the customer contacts us, we’ll arrange its return, and you may charge a fee if a special trip is needed.

Drivers may request upfront payment.

Some towns and cities, with police support, promote this as a safe practice to protect drivers from non-payment.

While most customers are honest and pay their fare, some may refuse or flee to avoid payment, leaving drivers with limited recourse.

When requesting upfront payment, do so politely.

After receiving payment, thank the customer and focus on delivering excellent service to ensure a positive experience.

This will help them feel at ease about the advance payment.

Notify the office straight away.

They will add a note to the booking and mark the job as completed to keep our records accurate.

The passenger will be barred from our system until the fare is paid.

Drivers may also report the incident to the police, as this is a “bilking” offence—obtaining services with no intent to pay.

Remember: this is not a “NO FARE”; the journey was completed and must be recorded as such.

Receipt books are available to purchase from the office or through the online shop.

Please remember, if you are accepting payment, you are responsible for issuing a receipt to the customer.

If they require a written receipt use one from the book.

If they are paying by card you can send a receipt from the CabCard app, once the payment has been completed.

All fares quoted to the customer already include any applicable parking fees and zone charges (e.g. congestion or clean air zones).

Do not add these costs on as extras under any circumstances.

It is still the responsibility of the driver to pay the charge for parking or travelling through  a zone.

The office will not automatically do this for you.

Be aware of where you are driving, or risk a fine.

When driving a company vehicle, you are personally liable for any fines or penalties incurred.

This includes, but is not limited to:

• Speeding fines (your details will be supplied to the police)

• Bus lane / bus stop violations

• Congestion charges

• Parking fines (including private land)

• Clean air or low emission zone charges

• Red light violations (your details will be supplied to the police)

• Failure to pay tolls or road charges

• Any other driving-related offence or fixed penalty notice

These are legal responsibilities, and the company will not accept liability or cover the cost of any fines or related charges.

The fine will be added to your weekly rental sheet and you can pay through the driver portal as usual.

Yes, you can.

Customers can typically track your location and may also contact you.

Calls are routed through our system, keeping both your number and the customer’s private.

This helps you locate the customer and reduces the chance of a no-fare trip.

All drivers must attempt to contact the customer upon arrival.

Drivers should wait at least 5 minutes from the scheduled time for prebooked trips, or 5 minutes from arrival for ASAP bookings or late arrivals.

If a driver fails to wait the full 5 minutes on a prepaid journey, the fare will be refunded to the customer.

Customers may not exit immediately or may need time to gather their belongings.

Staying patient and professional will help minimise uncollected fares.

If the office advises you to wait further due to an issue with the customer, please wait.

Any driver who leaves without authorisation from the office, after receiving additional instructions will not be paid for the pick up.

Yes, CCTV is installed for your protection, not for surveillance.

As a professional driver, you should maintain appropriate conduct at all times.

CCTV can safeguard you against false accusations and serve as evidence in road incidents or passenger disputes.

Do not interfere with the CCTV; it must remain operational and untouched as intended.

If this is a serious matter you should report the incident to the police first of all.

Secondly you should inform the office through the driver portal and arrange a time for the CCTV to be copied.

This will be stored until requested by the local authority or the police themselves.

Failure to notify the office that the CCTV is required, will mean it will eventually be written over as the system circles back to the start of the memory card.

You are not allowed to take away any footage from the vehicle to use yourself.

Your app has an emergency button.

Pressing it will trigger an immediate call from the office.

Only use this button for genuine emergencies, such as medical crises, assaults or road accidents (if required).

Do not press it without serious cause.

If your taxi breaks down with passengers on board, follow these steps:

1. **Ensure Safety**: If possible, move the vehicle to a safe location away from traffic. Activate hazard lights and use warning triangles or cones if available.

2. **Inform Passengers**: Courteously explain the situation to your passengers and reassure them that you’re resolving the issue.

3. **Contact the Office**: Immediately inform the office about the breakdown, providing your location, the nature of the problem, and the number of passengers.

4. **Use the Emergency Button (if applicable)**: If the situation is a genuine emergency (e.g., medical crisis or assault), press the emergency button on your app, which prompts an immediate response from the office. Only use it for serious incidents.

5. **Arrange Alternative Transport**: Follow the office’s guidance, which may involve organising another vehicle for your passengers. Do not leave passengers unattended unless instructed.

6. **Remain Professional**: Keep passengers updated and maintain a calm, professional manner to ensure their confidence and comfort.

7. **Report the Breakdown**: After addressing the passenger situation, liaise with the office for further instructions regarding the vehicle (e.g., repairs or recovery).

Do not attempt to drive an unsafe vehicle.

Prioritise passenger safety and clear communication with the office.

Please ensure that any vehicle defects are reported directly to the garage as soon as they are noticed.

Failure to report issues promptly may result in a charge if the problem worsens due to lack of notification.

Defect report slips are available in the Drivers' Rest Room – please use them.

Thank you for your cooperation.

Contact the main office via the driver portal, open a ticket clearly detailing the issue with your account.

Do not send vague messages like "my account is wrong" without specifics.

For example, state, "I believe my job to the airport from last Tuesday night is missing."

Include as much detail as possible, such as job numbers, dates, and times.

Queries lacking sufficient information will not be investigated.

Please contact the control room, and the on-duty supervisor will attempt to resolve the issue.

If they’re unable to assist, the matter will be referred to the main Accounts Team for further support.

Outside of office hours, you can raise a ticket via the Driver Portal. The team will review and respond when they're next in.

If you need to collect payment for a job immediately, the telephonist on duty can process the payment over the phone directly from the customer.

DO NOT USE YOUR OWN DEVICE OR PAYMENT METHOD

If your driver account is suspended and you’re unable to work,

1. Check the Driver Portal or App for Suspension Details:

Log into the driver portal or app to view any notifications explaining the reason for the suspension.

Common reasons include:

Invalid or Expired Documents:

Check if your driving licence, vehicle insurance, or other required documents are up to date and valid.

If they’re expired or missing, upload the valid documents via the driver portal as soon as possible.

Account Balance: A suspension may occur if you owe outstanding fees or fines.

2.Contact the Office:

Reach out to the office by opening a ticket.

They will attempt to resolve the issue and clarify whether the suspension is due to document issues, an unpaid balance, or another reason.

The mileage tracking system monitors the distance covered by rental vehicles to schedule maintenance.

This helps to ensure your vehicle remains fully road-legal at all times.

ACE-ABC have no interest in your mileage beyond this purpose.

Please enter mileage accurately to keep our records correct and avoid the office chasing you for information.

This is not an optional requirement.

If you rent a vehicle from the company, you must submit a contract break request via the driver portal.

Your contract includes an entitlement to a set number of free days per year, subject to meeting the qualifying criteria.

The company will confirm your eligibility and advise whether a holding fee is required to keep the vehicle reserved for your return.

If you operate your own vehicle, we kindly ask that you inform us if you plan to be away from work for more than two weeks.

This allows us to note your return date and ensure you are not removed from the system during your absence.

The vehicle bond is a refundable deposit, held primarily to cover the insurance excess in the event of a fault accident.

The minimum bond amount is £750, though this may be higher depending on your driving history or any points on your licence, as assessed by our insurers.

To help reduce the initial financial burden, we offer payment plans so drivers can join without paying the full bond upfront.

If you are involved in a fault accident, the bond will be used to cover the applicable insurance excess.

In addition, the bond may be used—as a last resort—to recover the cost of:

• Fines

• Unpaid rental fees

• Vehicle damage not covered by insurance

• Lost equipment, keys, or plates

• Returning the vehicle in an unacceptable condition

At the end of your agreement, there is an 8-week cooling-off period before the bond is reviewed and, if all conditions have been met, refunded in full.

As outlined in your contract, you are responsible for taking your vehicle to all scheduled council test appointments.

These inspections are a legal requirement to ensure your vehicle remains roadworthy and licensed for private hire use.

They only occur twice a year, and attendance is a condition of operating under our fleet.

Failure to attend a scheduled appointment may result in:

• Suspension of the vehicle by the council

• A charge for the missed test fee

• You being required to re-present the vehicle at your own cost and inconvenience

Please ensure you attend all appointments as required to avoid disruption to your work.

• Damage: If you damage the vehicle’s bodywork or cause mechanical faults through neglect, you will be billed for the repair.

• Cleanliness: Vehicles must be kept to a high standard of cleanliness. If the on-site valeting team needs to intervene because the car is not up to scratch, a valet fee will be charged.

• Ongoing condition: Because you drive the same vehicle each day, you should quickly spot and report any issues.

Take pride in your car and ensure it remains clean, safe, and welcoming for every passenger.

If you're having trouble renewing your taxi badge, we're happy to help.

Please contact the office through the driver portal with the following information:

• A brief description of the issue

• Any messages or errors you've received

• Which council you're applying through

• Any documents you’ve already submitted

We’ll do our best to guide you through the next steps or point you in the right direction for assistance.