Freenow Dispatcher Tool: your operational playbook
Whether you’re setting up your account, dispatching to your fleet or managing billing, you’ll find everything you need here to keep your operations running smoothly.
1. Getting started and access
How do I log in?
Use the same email and password as your Freenow Portal. It’s one set of credentials for everything.
What if I forget my password?
Don’t worry – just click ‘Forgot password’ on the login page. We’ll send an SMS to get you back in.
Is there a cost for this tool?
No, it’s completely free. We want to provide the best software to help you grow; all we ask for in return is your honest feedback.
Is my data private?
Absolutely. Your data is private and is never used by Freenow for anything outside of your own operations.
2. Settings and customisation
Can I change my company settings?
To keep things stable, settings are managed by your Account Manager. Reach out to them to adjust your distance radius, preferred fleets or SMS flow.
How do I add agents or drivers to my fleet?
You can’t do this directly just yet. While we work on this functionality please contact your Account Manager and they’ll handle it for you.
Can I use this on my phone?
There isn’t a dedicated mobile app yet, but the tool works great on a tablet if you need to manage things on the go.
3. Managing bookings
How do I create different types of trips?
• Prebooked: adjust the date and time at the top of the booking form.
• Recurring: click ‘New recurring trip’ to set a schedule.
• Non-cash: reach out to your Account Manager for setup instructions.
• Multiple stops: we don’t support this quite yet.
How can I assign a trip to a specific driver or fleet?
• Driver: enter the Driver ID or license plate in the ‘Driver’ field. If they don’t accept, the trip is offered to the rest of your fleet so the passenger isn't kept waiting.
• Fleet: You can also use the ‘Fleet’ dropdown to choose between your fleet and the Freenow fleet.
Can I force drivers to accept a trip or prevent them from cancelling?
Not at this stage. We know fleet control is vital, so we’re currently developing a feature to address this. Stay tuned.
Can I message the driver?
Yes, use the ‘Notes for the driver’ field. They’ll see these as soon as they accept the trip.
How do I edit or cancel a trip?
Check the icons on the right of your active bookings:
• Pencil: edit the trip.
• Double square: duplicate the booking.
• X: cancel the trip.
4. Trip operations and tracking
How can I track my driver’s location?
You can see all drivers on the main map. For active trips, click the specific booking to see real-time movement.
How do I call a driver during a trip?
Click the phone icon next to the booking. The system will bridge the call using your registered profile number.
How do I identify which driver is on a trip?
The Driver ID is visible on all bookings. For your own fleet, you’ll also see the vehicle’s license plate.
Where do I see my booking details?
Check the tabs at the bottom of your screen:
• Ongoing: all current trips.
• Prebooked: trips visible 24 hours before pickup. If no driver accepts them, they will be offered to all drivers in your fleet 30 minutes before the pick-up time.
• Completed: all finished trips (including those handled by the Freenow fleet).
• Cancelled: includes the reason and who initiated the cancellation.
5. Cancellations and post-trip
Where can I see completed or cancelled trips?
Look in the ‘Completed’, ‘Completed by Freenow’ or ‘Cancelled’ tabs at the bottom of your screen. Recently cancelled trips stay ‘In progress’ for 30 minutes so you can react if needed.
What do the cancellation reasons mean?
If a driver selects ‘Passenger unavailable’, the booking ends. Reasons like ‘will arrive too late’ will typically trigger an automatic rebooking. You can see who initiated the cancellation in the booking details.
6. Passenger experience and billing
What updates does the passenger get?
Passengers stay informed via SMS with a link to a live tracking map.
How does B2B billing work?
We set up a main B2B account with cost centres. We’ll bill you at the start of each month with organised data, making it easy to invoice your own clients.
How do I set up non-cash rides?
For specific help setting up digital payment profiles, please reach out to our support team.
Need a hand?
If you can’t find what you’re looking for, your Account Manager is only an email away.