The UZURV Ride app

A comprehensive setup guide and tour.

What’s covered:

• Using the Ride app
  • Setting up your account
  • Setting up your payment method
  • Scheduling rides
  • Subscription rides
  • Canceling rides
  • Other features

What you get with the app

• Accessible, convenient way to manage rides 24/7
• Instant ride booking anytime, anywhere
• Same-day ride scheduling 
• Extended UZURV Call Center Hours
• Live pick-up and drop-off tracking

Enjoy reliable UZURV service every ride

• Accessible, door-to-door service
• Advanced scheduling
• Courteous drivers who have completed ADA awareness training
• A welcoming environment for service animals
• Rides monitored by real people before and during the ride

How to get the Ride app

You’ll need:

• Program ID and Email Address
• “Please verify your email” verification

Call Center hours:

Monday through Friday, 5:30 AM – 7:30 PM and
Saturday, 7:30 AM – 7:30 PM

Quick Tips:

• Contact Chesterfield County Mobility Services directly if you need your program ID.
• If you go through the call center, you will receive a text to download the app. Our UZURV Rider Support Team can also provide assistance with creating your account.
• Once you download the app, check your email for a message from UZURV asking you to verify your email address. You will need to verify your email address before you can create your app account and schedule rides.

Important Details to Get You Started

• Same-day rides require a two-hour lead time. Will-calls and WAV service are available.
• The Ride app allows you to cancel rides up to two hours in advance of the scheduled pick-up time. If you need to cancel within the two-hour window, you must contact the UZURV Call Center at 804-655-0255. Riders will incur a $6 fee for canceling less than 2 hours before a scheduled ride or failing to show up for a scheduled ride. View the Rider Policy page for more details.
• School and personal trips must start AND end within Chesterfield County. Work or medical trips must start OR end within Chesterfield County. The app will error when an address is entered that is outside of the service area.
• Riders who use mobility devices that cannot be stored in a trunk or cargo area, and cannot safely transfer to the seat of a standard UZURV vehicle can request a Wheelchair Accessible Vehicle (WAV).
• When adding Driver Notes, please add specific details that help in assisting the driver with locating you. For example, name of the location, specific entrances, etc.
• Need immediate help with a ride? Call the UZURV Call Center through the app OR dial 804-655-0255 directly. For help that isn’t urgent, email ridersupport@uzurv.com or see the app’s support section.

Using the Ride App

Setting Up Your Account

Download and register the app

You will need this information on hand:

• Email and Phone
• Chesterfield County Access on Demand ID Number
• Credit/Debit Card Information

When you’re ready to start:

1. Tap Sign Up in the app.
2. Add your email & phone.
3. Create a Password.
4. Add your date of birth & First/Last name.
5. Add your Access on Demand ID Number.
6. Confirm your account and then verify your email.

Quick tips:

• Use the email, Access on Demand ID number, and phone number associated with your Chesterfield County Mobility Services account.
• If you download the app directly and need your Access on Demand ID number, please contact Chesterfield County Mobility Services.
• Passwords must be at least 6 characters and include: 1 number, 1 special character, 1 uppercase, and 1 lowercase
• When adding your information, don’t use your phone’s auto-populate features. This sometimes adds an extra space that may prevent you from registering. Please manually type your details.
• Once you download the app, check your email for a message from UZURV asking you to verify your email address. You will need to verify your email address before you can create your app account and schedule rides. 

Account Settings

There are multiple options to configure your app the way you want it. They include:

• Basic Information
  (Name, Email, Phone, Profile Picture)
• Password
• Preferred Payment Method
• Service Level Preferences
• Favorite Locations

Setting Up Your Payment Method

Quick tips:

• Add your preferred payment method before scheduling a ride.
• Add your credit or debit card information and tap Save.
• You expiration date must have a 2-digit month and 4-digit year
• Your card will be charged only after the ride is completed.

You must add your payment method before you can schedule a ride. The app will error if a payment method is not added.

Service Level Preferences

Some programs allow riders to use Lyft as a backup when a UZURV driver isn’t available.

Favorite Locations

Quickly save and reuse regular pick-up and drop-off locations when scheduling a ride.

Scheduling a Ride

What you’ll need:

• Pick-up and Drop-off Addresses
• Pick-up Date & Time
• Number of Passengers

When scheduling a ride, remember:

• You can schedule rides for the same day and pre-schedule rides for later dates.
• Same-day rides require a two-hour lead time.
• Will-calls and WAV service are available at this time.
• School and personal trips must start AND end within Chesterfield County. Work or medical trips must start OR end within Chesterfield County. The app will error when an address is entered that is outside of the service area.

To request a ride in the app:

1. Tap New Ride Request
2. Add pick-up and drop-off information (addresses and date/time)
3. Select Basic vehicle and add the number of passengers
4. Select a purpose for your trip
5. Add any notes for your Driver
6. Tap Confirm & Request Ride Now

About Subscription Rides

Subscriptions Rides let you schedule repeating rides that occur on the same day and time each week.

To create a Subscription Ride:

1. Tap New Ride Request. Then select an Organization, if prompted.
2. Tap Create a Ride Subscription
3. Input the date range, days of the week you will need rides
4. Choose your pick-up and drop-off locations, Ride time, and vehicle type
5. Review or edit your Ride Subscription details
6. Tap Create Ride Subscription

Canceling a Ride

How does canceling work?

There are two ways to cancel: In the app or by calling the Call Center.

Reminder: The cancellation window is two hours before pick-up.

To cancel using the app:

1. Select the ride from the Upcoming Rides screen
2. Tap Cancel Request
3. Tap Yes, Cancel button

Reminder: Cancellation window is two hours before pick-up. To cancel within the cancellation window, please call the UZURV Call Center by tapping the Contact Support button or calling 804-655-0255. Riders will incur a $6 fee for canceling less than 2 hours before a scheduled ride or failing to show up for a scheduled ride. View the Rider Policy page for more details.

Support

Need immediate help with a ride?

Call the UZURV Call Center through the app OR dial 804-655-0255 directly. You can also email ridersupport@uzurv.com or see the app’s support section.

Reminders

• Get the Ride app from your app store or call the UZURV Call Center at 804-655-0255. 
• Same-day rides require a two-hour lead time. Will-calls and WAV service are available.
• The Ride app allows you to cancel rides up to two hours in advance of the scheduled pick-up time. If you need to cancel within the two-hour window, you must contact the UZURV Call Center at 804-655-0255. Riders will incur a $6 fee for canceling less than 2 hours before a scheduled ride or failing to show up for a scheduled ride. View the Rider Policy page for more details.
• Riders who use mobility devices that cannot be stored in a trunk or cargo area, and cannot safely transfer to the seat of a standard UZURV vehicle can request a Wheelchair Accessible Vehicle (WAV).
• School and personal trips must start AND end within Chesterfield County. Work or medical trips must start OR end within Chesterfield County. The app will error when an address is entered that is outside of the service area.
• When adding Driver Notes, please add specific details that help in assisting the driver with locating you. For example, name of the location, specific entrances, etc.
• Need immediate help with a ride? Call the UZURV Call Center through the app OR dial 804-655-0255. directly. For help that isn’t urgent, email ridersupport@uzurv.com or see the app’s support section.

Ready to Get Started?

Download the UZURV Ride app from your app store or call the UZURV Call Center at 804-655-0255.