Introducing Passkey

New update to the Rider App

We're making a change to our rider app to help make logging into the rider app quicker and more secure - introducing passkeys. 

The safety and the security of your account is our top priority, so we're improving how you log into your account to make it even more secure by introducing passkeys. With passkeys, you can log in quickly and securely using the Face ID, Touch ID, password or pattern already set up on your phone, without needing to request and enter a one-time passcode each time. 

What is a Passkey? 

A passkey is a new way to log into apps and websites without needing to remember a password or request a One Time Passcode. Instead of typing in your email or phone number to request a One Time Passcode, you can use the security already set up in your phone (such as Face ID, fingerprint, a passcode or pattern - it’s up to you which method you choose). 

Over the next coming days you’ll see the option to set up your passkey in the app. It only takes a few seconds to set up. And if your phone doesn't support passkeys, you'll still be able to log in using the original login method.

Setting up passkey 

Where you have already registered a substitute, they will be able to set up their own passkey. Follow the instructions on the rider app to set it up.  

Where you have a substitute who is not yet registered, they will still be able to log in to your account via the original method by requesting a One Time Passcode. 

If they try to use a passkey, they will be required to reset the Passkey each time they access the app. You will need to give your substitute the One Time Passcode every time they log onto the app.

Please note: over the coming weeks, we will be turning off the option to use SMS to receive a One Time Passcode. You’ll still be able to use email to receive a One Time Passcode, so please ensure that you know the email address associated with your Rider account or ensure your email address is up to date. 

How to get this new feature? 

Just update your Rider App! Make sure you have the latest version of the rider app available on the App Store or Google Play. Please note, passkey is only supported in Android 9 and above and iOS 16 above.


We hope this update will enhance your delivery experience. If you have any feedback please get in touch.

FAQs

  • What is a passkey? 

    A passkey is a new way to log into websites and apps without needing to remember a password or request a One Time Passcode. Instead of typing in a password, you use your security set up already set up in your phone (such as Face ID, fingerprint, a passcode or pattern).

  • Do I need to set up a passkey?

    No, passkey is an optional feature that you can use if you would like. 

  • How do I set up my passkey?

    After updating your app, follow the on-screen instructions to create your passkey. Once set up, you can use it for quick and secure logins.

  • How will Passkey impact my substitute? 

    Your registered substitute will also be able to set up their own passkey so that they are able to log on securely as well. Where you have a substitute who is not yet registered, they will still be able to log in to your account via the original method by requesting a One Time Passcode. 

    If they try to use a passkey, they will be required to reset the Passkey each time they access the app. You will need to give your substitute the One Time Passcode every time they log onto the app.

  • My substitute is not able to log on to my account after I have set up a passkey.

    Your substitute will need to log in to your account via the One Time Passcode. They will need to type in the email address associated with the Rider account and follow the usual steps in order to gain access. Your substitute will have the option to set up a passkey after logging in via the One Time Passcode but this will automatically reset your passkey until you choose to log back in and set it up again.

  • Can I still use the original login method?

    Yes, you can still use a One Time Passcode to access your Rider App via email. 

  • Why can’t we use SMS to log in to the Rider app?

    We have disabled SMS to request a One Time Passcode on your phone. You can now only use the email associated with the Rider account you are using. If you have forgotten your email address, you can use the “email recovery” option to gain access to your account and reset your email. If you are still having issues, please contact Rider Support.  

  • I have been locked out of my account, how do I get back on?

    You can use the “email recovery” option available in the app. You will find this on the login page using your mobile phone number. The email recovery option will send you a One Time Passcode to your phone, which you will then allow you to update your email address. If you are still unable to gain access to your account, please contact Rider Support.

  • How will this update impact my current deliveries?

    This update is designed to improve your experience without disrupting deliveries. You can continue your work the same way.