Help & FAQs

All RIDERS CAR DRIVERS BUS DRIVERS ASSET OWNERS LOADING BAY OWNERS

Android devices with operating system 4.0.3 and above are required to download and install the Zeno rider app. Here are the steps to follow.

  1. 1. Launch Google Play by tapping the icon on your device.
  2. 2. On the search bar, type Zeno, then tap Search.
  3. 3. Select the Zeno icon and tap INSTALL.
  4. 4. You may be required to free up some space depending on how much storage space you have, after app installation is complete, tap OPEN.
  5. 5. Open Zeno app and tap SIGN IN if you have an account or tap REGISTER to create one.

Apple devices with iOS 8 and above are required to download and install the Zeno rider app. Here are the steps to follow

  1. 1. Launch app store by tapping the icon on your device.
  2. 2. On the search bar, type Zeno, then tap Search.
  3. 3. Select the Zeno icon and tap GET, your app store password may be required.
  4. 4. You may be required to free up some space depending on how much storage space you have, after app downloading is complete, GET will change to INSTALL.
  5. 5. Tap INSTALL to initiate installation, once completed it will change to open, Tap OPEN.
  6. 6. Open Zeno app and tap SIGN IN if you have an account or tap REGISTER to create one.

The following steps are required to create a Rider Account on Zeno

  1. 1. After successfully downloading and installing the Zeno app, you need a valid email address and phone number.
  2. 2. You can sign up using your Phone Number, eMail or Facebook.
  3. 3. A verification code is required to verify your device, it will be sent via SMS or phone call. Input it once received.
  4. 4. Fill out your name and provide other details required.
  5. 5. Create your password and ensure it is a mixture of Upper and Lower case and a minimum of 6 characters.
  6. 6. Tap the menu icon, select PAYMENT and either input your card details or purchase a voucher, and input the pin. Go back to continue.
  7. 7. Tap the menu icon, select FDT and follow the promptings to book a bus ride or car ride.

If your preferred payment method is card, ensure the following is in place;

  1. 1. Ensure you input your card number correctly; you will be required to confirm that the card is yours.
  2. 2. Check to confirm card has not expired.
  3. 3. Ensure you input your CVV number (3 digits at the back of your card).
  4. 4. Ensure your card is funded.
  5. 5. If error message persists, remove card from your Zeno account and try adding it again ensuring all information is correct.

If your preferred payment method is voucher, ensure that;

  1. 1. You input the correct PIN.
  2. 2. Zeno vouchers have no expiry date however if it’s a discounted voucher or promo voucher, it is only valid for the time stated.
  3. 3. Ensure you submit the accurate email address at the point of purchase.
  4. 4. If you paid for a voucher and didn’t get your PIN, please contact us.

If you get this message while trying to sign up, please kindly restart your phone.

Please provide the email you signed up with and follow the link sent to reset your password.

If you can’t request a ride on Zeno Bus, look out for the following;

  1. 1. Ensure your GPS is turned on
  2. 2. Check that your current location is accurately displayed on the Pick Up location bar otherwise revise by inputting it yourself.
  3. 3. Ensure your route is within the coverage zone.
  4. 4. If you get a “no bus is assigned to this route” message then visit zeno.ng/schedules to know available routes and schedules for that day.

If you have an outstanding bill from your trip, you may not be able to request and book a ride on Zeno. Do the following;

  1. 1. Change your payment method, either from card to voucher or vice versa.
  2. 2. If card ensure the card is valid and funded enough to cover your outstanding bill, if voucher ensure you buy the right denomination to cover your bill.

If you get any of the following error messages while using your card as payment method, your bank may have declined the transaction request."Request Failed: Card Declined", "Your payment method is invalid. Please update your billing settings", "There was an error processing your request". Please carry out the following actions;

  1. 1. Add a new or select a different payment method to resolve any payment issue.
  2. 2. If you entered your credit or debit card number incorrectly, you'll need to update your card number in the "Payment" menu of your app.
  3. 3. If your credit card or debit card has expired, you'll need to remove this expired card from your account and replace it with an active card.
  4. 4. If there are insufficient funds in your account, you'll need to transfer funds to your account. You may also add or select a different payment method.

To update your profile picture, name, email, phone number, and password;

  1. 1. Select "Settings" in the main app menu
  2. 2. Tap the section you want to change, make your updates and click save.
  3. 3. To change your profile picture, tap the circle on the settings page and select your preferred picture form your gallery.

Select your preferred payment method, if card; ensure the following is in place;

  1. 1. Ensure you input your card number correctly; you will be required to confirm that the card is yours
  2. 2. Check to confirm card has not expired.
  3. 3. Ensure you input your CVV number (3 digits at the back of your card).
  4. 4. Ensure your card is funded.

If your preferred payment method is voucher, ensure that;

  1. 1. You input the correct PIN.
  2. 2. Zeno vouchers have no expiry date however if it’s a discounted voucher or promo voucher, it is only valid for the time stated.
  3. 3. Ensure you submit the accurate email address at the point of purchase.
  4. 4. If you paid for a voucher and didn’t get your PIN, please contact your bank.

To apply your promotional discount to a trip, enter the promo code before your trip begins.

  1. . Select "Payment" from your app menu.
  2. 2. Scroll down to Promotions.
  3. 3. Tap Add Promo Code/Gift Code.
  4. 4. Enter the code and tap ADD.

Please note promo codes have validity period.

To apply your promotional discount to a trip, enter the promo code before your trip begins.

  1. 1. Launch the app and move the slider to the left part that says bus
  2. 2. Enter your drop off location; it will automatically display your pick up location. You can edit this by tapping the address bar and inputting your preferred pick up point.
  3. 3. Select your transit type; Blue line has no stops in between trips while Red line has a maximum of two stops in between trips.
  4. 4. Select your preferred payment option.
  5. 5. Tap estimate to get price or confirm to continue.
  6. 6. The schedule for the day that covers your route will be displayed, if there are no schedules for your route, you will get a “No bus route found between your pick up location and drop off location” message.
  7. 7. Select your preferred schedule. Pay attention to the loading bays so you can select one closest to you.
  8. 8. A manifest will be displayed for you to select your seat.
  9. 9. Once this is done, tap finish and you would have completed your booking process.
  10. 10. Proceed to your loading bay, tap DIRECTIONS to use Google map to direct you there.

To get a fare estimate;

  1. 1. Launch App
  2. 2. Input your Pick Up and Drop Off locations.
  3. 3. Select your transit line and payment option.
  4. 4. Then tap ESTIMATE

FDT means Fixed Daily Transit. This helps you to plan and schedule your trips ahead if they are the same every day. This is very useful for workers who have to keep to the same routine every day. With FDT you will no longer need to book a trip every time you want to move. You book once and select your number of days; you get a reminder to confirm booking every day prior to take-off time. To set your FDT;

  1. 1. Tap menu icon
  2. 2. Go to FDT
  3. 3. Fill out the fields and book your trips
  4. 4. You will get a reminder to confirm each booking 30 minutes before take-off time daily.
  5. 5. Should you decline a ride after you’ve been prompted for any reason, you will not be charged. It will be rolled over for you to use next time.
  6. 6. If you miss your ride after confirmation you will be charged.

A Blue Line is a transit type that has no stops in between.

A Red Line is a transit type that has no more than two stops in between. Riders will pay less for this type.

Loading bays are private properties where our buses are parked to prevent harassment from local touts. They are signified by the sign P when you launch the app.

After you have completed your ride booking process, you will see the address of your loading bay at the top or simply tap DIRECTION to get there via Google map. If you are still having any troubles reaching it, you can call the driver or SUPPORT for assistance

Yes you can. If you are booking for someone else other than yourself, the person will be required to share your details before being checked in

You will receive a notification 15 mins before your take off time if you have not been checked in yet. If you miss your ride for any reason and did not cancel your booking 15 mins to take off time, you will be charged.

Yes you can after you have completed your booking and Bus Driver as been assigned. Driver details will be displayed including driver’s phone number.

You can cancel your bus ride not later than 15 mins before take-off time

SOS is a security feature to protect you in the case of danger .Tap SOS on your app while in transit. It will immediately send us a distress signal for us to intervene and if necessary get the nearest security operatives to your location.

The cost of Toll is paid by total number of Riders in a given Trip.

Yes, only if you fail to cancel your booking 15 mins before take -off time.

When you get to the loading bay after completing your ride booking, check that the plate number, bus colour and driver details correspond with what you have on the app. The driver will ask for your name before checking you in.

Ratings allow us to ensure a great experience for both riders and drivers. We take ratings very seriously; drivers with low ratings may be suspended from Zeno.

In the app at the end of each trip, or at the bottom of your emailed receipt, you'll be able to rate your driver from 1 to 5 stars. You can also provide specific feedback about the trip or your driver from a list of common issues.

Certain issues (fare amount, app issues,etc.) are not your driver's fault, so when they are selected as the reasons for a low rating, the trip will not count toward your driver's overall rating.

Note: A driver's overall rating is an average of his or her last 500 completed trips. They'll never see the specific rating you give.

UNDERSTANDING RATINGS

Having trouble choosing a rating for your driver? Here are a few tips:

  • - Most riders provide a 5-Star rating unless there was a specific issue with the trip.
  • - If we see a 1-Star rating, it typically means that there is a serious problem with a driver.
  • Your fares are calculated by the summation of the following;

  • 1. A base fare
  • 2. A distance covered fare
  • 3. Toll fees where applicable
  • 4. No transit time fee is charged on Zeno bus
  • At the end of every Trip, a receipt will be generated. Tap VIEW RECIEPT and a copy will also be sent into your registered email