Help and support

Check that you used your work email address, then check your spam or junk folder. If the code still hasn’t arrived after a few minutes, try again. If it keeps happening, email support.

CrewCommute is set up for participating organisations. Make sure you are using your work email address for the organisation running the pilot. If you are unsure whether your workplace is set up, email support.

At the start of a pilot, it is normal for matches to be limited. Add your commute or shift details anyway — this helps CrewCommute spot possible shared routes as more colleagues join. The more people who add details, the better the matching becomes.

Try using a nearby suburb, station, street corner or landmark. You do not need to enter your exact home address. If location lookup keeps failing, email support.

No. Drivers can accept or decline ride requests. Riders can also choose whether they want to request or take a lift. Using CrewCommute is voluntary.

If your driver does not arrive, use your usual backup transport option and follow your workplace process if needed. CrewCommute can send ride status updates, but it cannot guarantee that a driver will arrive or provide emergency support.

If this happens, email support so we can review the issue and take appropriate action, which may include deactivating an account if the platform has been misused.

Do not take or offer a ride if you feel uncomfortable. You can decline requests, cancel where the app allows, or choose not to travel with someone again. For urgent safety concerns, follow your workplace process or contact emergency services if needed.

You can choose not to be matched with someone again. CrewCommute uses that choice to avoid showing you to each other in future matches. The other person is not told you selected this — it simply stops future matches. It might be for any reason: timing, comfort, route preference, or even because you do not share their enthusiasm for early-morning jazz.

CrewCommute suggests a fair contribution towards trip running costs. Payment happens directly between the rider and driver on an honour system. CrewCommute does not process payments, confirm payment, chase unpaid contributions or resolve payment disputes.

PayID lets many people receive money using a mobile number or email address linked to their bank account. It means drivers do not need to share BSB or account number details with a rider.

PayID is usually set up in your own banking app, not in CrewCommute. Look for PayID, Pay Anyone, payments or account settings in your banking app. Most banks let you link your mobile number or email address to your bank account. Once it is set up, a rider can pay you using your PayID after a ride.

PayID is recommended because it is simple and avoids sharing BSB and account number details. If you do not use PayID, you can agree on another payment method directly with your colleague.

CrewCommute suggests a contribution using the ATO cents-per-kilometre rate as a benchmark for vehicle running costs, then applies ride-sharing logic such as the shared part of the trip, detours, seats or riders, and rounding. It is designed for cost-sharing, not profit. The amount shown is a suggested contribution, and payment is handled directly between rider and driver.

CrewCommute is designed to share the cost fairly across the ride. If more than one rider is joining, the suggested contribution should take shared seats into account rather than charging each rider as if they were the only passenger.

The amount shown is still a suggested contribution. Payment is handled directly between rider and driver on an honour system.

No. CrewCommute uses your mobile number for ride-related SMS updates, but it is not displayed to other users unless you choose to share it yourself.

CrewCommute sends ride-related SMS updates where available, such as when a driver is leaving, has arrived or is running late. You can also add a short note when requesting a ride.

CrewCommute does not currently display mobile numbers to other users. If there is an urgent safety issue, use your usual workplace process or contact emergency services if needed.

No. Your exact address is not shown publicly. You can use a nearby street corner, station, landmark or general pickup area instead of your exact home address. Ride details are only shared when needed for a confirmed ride.

Your organisation can see who has registered for CrewCommute, including names and work email addresses. This helps them manage the pilot and understand uptake.

Beyond that, pilot reporting is designed to be aggregate. This may include totals such as registrations, saved commute interests, broad commute patterns and ride activity.

Your organisation will not see exact home addresses, PayID details, private ride notes or ‘don’t match me again’ choices in general reporting.

CO₂ savings are estimated from completed shared rides only. CrewCommute uses the ride distance and a standard passenger-car emissions factor of 0.21 kg CO₂ per km. It is a practical estimate for pilot reporting, not a verified emissions audit.

Email support and include what you were trying to do, what went wrong, and a screenshot if possible.