Nabogo support & FAQ

There are two pricing tiers based on the length of the ride:

• The first 10 km — €2 fixed price
• Over 10 km — €0.10/km

Examples: a 5 km ride costs €2, and a 15 km ride costs €2.50 (€2 for the first 10 km + €0.50 for the next 5 km).

Drivers can choose whether to charge extra for a trip — not how much. They either charge nothing beyond what the subsidy provides, or they charge the standard ride price for the portion not covered.

• If the driver has not turned on charging, passengers ride completely free within the subsidy coverage.
• If the driver has turned on charging, passengers pay the standard ride price for the portion exceeding the subsidy.
• The total price is always shown in the app before you confirm the ride.

Example: in an area with a €2 subsidy, a 15 km ride costs the passenger €0.50 if the driver has charging turned on, or €0 if the driver has chosen not to charge.

If you did not get benefits for a trip, it could be due to:

The trip was not ended correctly

• The trip was not ended within 500 meters of your destination.
• The trip was ended outside the subsidy zone (see Benefits guide).
• The trip was not ended within 6 hours of arrival. After 6 hours it will be ended automatically, and you might miss out on benefits.
• If you dropped off passengers along the way, you still need to reach your selected destination before ending the trip.

The trip was not long enough

• Most benefit zones have a minimum-distance condition, typically between 2 and 5 km. Check local rules in the Benefits guide.

Specific local rules apply

In some cases very specific rules apply to calculate whether the trip is eligible for benefits or not. Check the Benefits guide or contact us if you are in doubt.

If you did not get the payout you expected, it could be due to:

Timing of payout

• Payouts are handled on the 1st of each month and arrive in your bank account by the 14th of the same month.
• If you click Payout after the 1st, you may have to wait for the 14th of the following month.

You already clicked “Payout”

• You have a pending payout. While waiting for a payout you cannot request another.

Wrong bank account

• Your bank information is wrong or outdated. If a pending payout went to a wrong account, contact support.

Vouchers cannot be paid out

• Vouchers are made for driving only, have an end date, and cannot be paid out.

If you can’t find a meeting point you need, you can request a new one. Contact support with the address and a short description of the location.

If the app shows only public transport options and no carpool rides, it usually means there are no nabogo drivers available on your route at the requested time.

• Try a different departure time — more drivers may be active earlier or later in the day.
• Make sure your home and destination are in a nabogo partner area. See the Benefits guide to check.
• Public transport is always shown as a fallback so you have a viable alternative.