Using Uber: your guide to Pace's RAP Program

What’s RAP?

RAP is a supplementary service that uses transportation network companies (TNCs), like Uber, to improve transport options. Specifically designed for ADA paratransit riders in Pace’s 6-county region, RAP helps by subsidising trips through vouchers that can be used for Uber rides. 

Pace RAP subsidies

• Up to 8 Uber trips per day
• Riders pay a co-payment of $3.25 per trip 
• Pace subsidises up to $26.75 per trip 
• If the total cost of the trip is over $30, riders are responsible for extra charges
• Trips must start and end within the Pace ADA service area

RAP enrolment and Uber

When you enrol in RAP and choose a ride with Uber, you’ll get a text and email directly from Uber letting you know how to add the RAP voucher to your Uber account. 

Note: RAP is managed by Pace, the suburban bus and regional paratransit division of the Regional Transportation Authority. Uber voucher terms and conditions apply. The voucher offer and terms are subject to change. “Voucher” is how we describe the subsidy that Pace is providing for your RAP trip.

Sign up for RAP today

How to use Uber and RAP

We encourage riders with smartphones to use the Uber app for the smoothest Uber experience. 

Download the Uber app and set up your account

• Head to the App Store or Google Play on your smartphone and download the Uber app
• Create your Uber account by entering your phone number or email address and following the app prompts to create an Uber account

Note: Please make sure the phone number or email address (phone number is preferred) that you use to create your Uber account matches the contact information in your RAP profile.

Verify your identity

At Uber, safety is a top priority. Taking steps to verify your identity helps us confirm that the person using your Uber account is you.

• Open the Uber app and tap on Account in the bottom right corner. 
• If your Uber account is verified, you’ll see a blue tick labelled "Verified" when you select “Account”

If you don’t see a blue tick labelled "Verified" under your Uber account, please follow these steps to verify your account so that you can receive your RAP voucher. 

• Open the Uber app and tap on Account in the bottom right corner. 
• Next, tap the person icon in the top right corner. 
• Select Personal Info
• Check your account details to make sure your Name, Phone Number, and Email match the information in your RAP profile with Pace. 
• • If you’re not sure about the contact information you gave to Pace, please get in touch with Pace Customer Relations on 800-606-1282 (option 4) to confirm.
• Update your Personal Info if needed.

Check your messages

Once Pace approves you for RAP, you’ll automatically get an email or text from Uber about your voucher. 

• Choose Get started from the email or select the link in your text to accept your RAP voucher.

Check your Uber Wallet for your voucher and check your balance

Before you request your first Uber trip, it’s a good idea to check that the RAP voucher is in your Uber Wallet. Follow the steps below to view the voucher and its balance.

• Open the Uber app and tap on Account in the bottom right corner. 
• Choose Wallet.

• Scroll down and select Vouchers. 
• Confirm that the RAP voucher is available.

• Go to the RAP voucher to review the program parameters and your trip balance. 

Note: The number of trips you can take on a given day will update as you take RAP trips. Your trip balance will automatically reset each month.

Book a ride with Uber

To book an Uber ride, follow these steps:

• Open the app and enter your destination address in the “Where to?” field. 
• Check your pickup and drop-off locations to make sure they’re correct. 

• Choose the Uber ride option that suits your needs. 
• Before selecting Choose, make sure your RAP voucher is valid for the trip. If the voucher is valid, you’ll see a strikethrough of the regular market price for the Uber trip in the app, along with the display of your subsidised initial charge of $3.25 above it. You’ll also see the voucher at the bottom of the screen as the payment method. This way, you’ll know exactly what you’re expected to pay for your trip.

Note: if the trip does not meet the program criteria, the app will show the market price for the Uber trip since the RAP voucher did not apply.

• Select Choose to confirm your ride option 
• Select Confirm pickup to confirm your pickup location.

To choose not to use your voucher for a particular trip, follow these steps:

• Find the voucher linked to the trip at the bottom of the ride option screen and select it. 
• On the payment options screen, find the toggle switch related to the voucher.

• Switch the toggle to the “off” position by swiping it to the left. 
• Then scroll to the top of the payment options screen and select the “X” in the top left to go back to the ride-request screen. 
• By turning off the toggle, the voucher will no longer be applied to the trip. As a result, you’ll see standard market pricing, and the full cost of the trip will be charged to your personal payment method linked to your Uber account.

Waiting for your driver

While your driver is on the way, follow these best practices:

• Use the Uber app to track when your vehicle arrives. 
• When your driver is a few minutes away, make your way to your pickup spot. 
• Once your vehicle has arrived, check your ride before getting in: make sure the licence plate number shown in your app matches the actual vehicle. Drivers will often also ask for your name before starting the trip.

• Enjoy your trip. Once your trip ends, you won’t need to worry about payment as your payment method is already linked to your Uber account. 
• Let us know how your trip went by rating your trip. You can also give your driver a compliment or add a tip in the app. Tipping isn’t required and isn’t part of your RAP voucher subsidy. If you choose to tip, the amount will be charged to your personal payment method linked to your Uber account.

Get help with a trip

We’re here for you. If something unexpected happens during your trip, please use the Help feature in the Uber app. 

How to access the Help feature:

• Open the Uber app and select Activity at the bottom of the screen 
• Select the trip where you had an issue

• Scroll down to the Help & Safety section to access a range of support options
• Select one of the Help & Safety options 
• Chat with a Customer support agent to get help