Welcome
to nabogo support

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/point zone 
  (Benefit zones) 

• The trip was not ended within 6 hours. After 6 hours it will be ended automatically, and you might miss out on benefits. 

• In selected areas, the app will ask you to enable location tracking to have trips verified automatically — no need to open the app. 

The trip was not long enough 

• In most benefit zones the trip must be min 3 km to get benefits. 
  (Check local rules here Benefit zones). 

The location was not detected 

• Make sure GPS location is accurate, it can help to wait 1-2 min to end the trip. 

Specific local rules 

• Some trips may have different rules for outbound and return journeys, depending on agreements with our partners. 
  (see rules Benefit zones). 

• Some areas do not offer subsidy or points. Centres of big cities are often not covered due to many other public 
  transportation options,
  like bus or train. 
  (see zones here Benefit zones) 

If you ended your trip and did not get subsidy or points it might be due to: 

You’re not within 500 meters of your set destination  

• The app requires you to be close to your end destination to complete the trip. 

The trip has been ended by the system already 

• If the trip was not ended within 6 hours it will be ended automatically, and you might miss out on benefits. 

You continued driving somewhere else first 

• If you dropped off passengers along the way, you still need to reach your selected destination before ending the trip. 

Your location isn’t being detected 

• Try waiting 1–2 minutes and ensure GPS and internet are enabled before attempting again. 

Does my trip not count if we did drive together but did not end it? 

• It’s important to end your trip correctly, as our system only registers trips as valid when they are completed properly in the app. 

• Unfortunately, we’re unable to pay out benefits for trips that are not registered as valid, and we generally cannot add the benefit afterward unless there has been a technical issue. 

If you did not get the payout of subsidy/money that you expected, it could be due to:  

Timing of payout 

• We start handling payouts at the 1st in a month and the money will be in your bank account the 14th the same month.  

• If you do not click “Payout” before the 1st you might have to wait for the 14th the month after. 

• We recommend clicking pay out in the end of a month to receive the payout faster. 

You already clicked “Payout” 

• You have a pending payout already 

• While waiting for a payout you cannot click “payout”, after you receive the money, you can click again. 

Wrong bank account  

• Your bank information is wrong or outdated 

• You can change the information the app 

• If you have a payout pending for a wrong account, contact support 

Suddenly missing something on your account? 

• Be aware that Vouchers are made for driving only, has an end date and cannot be payed out 

If you did not receive your gift card it can be due to: 

Timing  

• When you click “Use point” it can take 1-2 business days before you receive your gift card. 

• Remember to click “Use points” a few days before you need the gift card. 

Gift Card Delivery by Email 

• Your gift card will be sent via email. Please make sure to check the email address listed in the app to ensure you receive the gift card. 

Check the zones here to see if your area offers benefits (Benefit zones)

Thanks to our partners, both drivers and passengers can receive benefits when sharing rides with friends, classmates, or colleagues. Benefits only apply to trips that start or end in a registered partner area in Denmark, Norway, Sweden, or the Netherlands. 
(Benefit zones) 

Each partner area (workplace, school, or municipality) may offer different benefits. 

Drivers can also ask passengers for extra payment, see prices here (Benefit zones) 

Depending on your location, you may receive one or more of the following: 

Subsidy (Drivers & Passengers) 

• Drivers receive a subsidy pr. each booked rides. 

• Passengers can ride for free in subsidy areas. 

• Subsidies can be payed out from your Nabogo account to your bank account. 

Points (Drivers & Passengers) 

• Both drivers and passengers earn points for carpooling. 

• Passengers earn points per trip. 

• Drivers earn points per passenger. 

• Points can be used in the gift card shop. (Zalando, Matas, Movie tickets and many more) 

Reserved Parking (Drivers) 

• In some areas, drivers are assigned a reserved parking spot near their destination. The parking pop-up automatically shows up when you plan a trip with a destination that offers reserved parking.  

Commute Pass (Passengers) 

• Passengers with a public transport commute pass may ride for free in eligible partner areas.