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FAQ

Frequently Asked Questions

Below is a list of frequently asked questions. Find out the answer by clicking on the question.

REGISTRATION AND LOGIN

How can I log in?

Logging in is simple and will only take a few minutes. However, if you need help, you’ll find the login instructions below.
Read the manual HERE

How do I add other users from my company to my Prilo account?

Several people can log in to Prilo within one company’s account. This allows you to view all the company’s orders and activities of other employees. Adding another employee within one company is very simple. Below you will find short instructions.
Read the manual HERE.

Someone has already registered my company with Prilo (NIP is taken), what should I do?

Contact our Customer Service Office. Send an e-mail to support@prilo.com and explain the situation, providing your tax identification number, company name and date when the problem occurred. We will contact you regarding the next steps to take.

I have only registered as a Carrier or Customer. Can I add a role, in order to be both a Carrier and a Customer?

Yes, you can expand your role on the Prilo platform at any time. To do this, go to your account settings and change the function.

What should I do, if I entered an incorrect email address while registering and now I cannot login?

Contact our Customer Service Office. Send an e-mail to support@prilo.com and explain the situation while providing your tax identification number, company name and date when the problem occurred. We will correct the data and inform you about the change.

GENERAL

Does Prilo cost anything?

The car transport exchange is currently free for users. We’re just getting started, so we’re not charging any fees.

How can I verify the credibility of the carrier/customer?

Users reported as unreliable are blocked by us on the Prilo platform. You can also use the VIES database (https://ec.europa.eu/taxation_customs/vies/faqvies.do?locale=pl#item_11) or the European Debt Register (https://eudr.org/)

APPLICATION

Does the driver have to install the Prilo app?

Yes, the driver should download the Prilo app. By registering on the Prilo platform, the carrier undertakes to ensure the driver has downloaded the app. The app is necessary to ensure constant contact with the driver, monitor the transport status and have all documents in one place.

How do I install the app?

Installation is very simple. It’s free and available for both Android and IOS phones. You can download it here: https://play.google.com/store/apps/details?id=pl.asc.adampol.prilo&gl=PL

Below you will find short instructions on how the driver can install the app.

Read the manual HERE.

USING PRILO

How can I add a new order?

Below you will find the instructions for adding a new order.

Read the manual HERE.

How do I add an order with several loading/unloading locations?

It’s possible to add an order with several unloading places within one route. Instructions on how to add such an order can be found below.

Read the manual HERE.

How do I submit an offer for an order that interests me?

From the main menu, go to the Order Exchange. Click on the order you are interested in, then display the Order Details. If you have additional questions, write them in the Comments section. Enter the date and time of loading and unloading the car, then enter the date and time until when your offer is valid. Remember that the offer will expire after the time indicated by you.

How can I inform the Carrier that their offer is too low? 

Include your concerns in the comments section in Order Details.

How can I inform the Carrier that their offer is too high?

Include your concerns in the comments section in Order Details.

I want to place an offer with the order, but I have additional questions. What can I do?

Include your concerns in the comments section in Order Details.

What should I do once the Customer has accepted my offer?

Once the offer is accepted by the Client, go to the Details of the order, then enter the truck info, driver and assign the vehicles to the order. Note: remember that the driver should download the Prilo app. By registering on the Prilo platform, the carrier undertakes to ensure the driver does so. The app is needed to ensure constant contact with the driver, to monitor the transport status and have all documents in one place.

How do I add a truck and a driver to Prilo and assign them to an order?

How to add a truck? Read the manual HERE.

How to add a car to an order? Read manual HERE.

Can I cancel the offer?

You can only cancel the offer until it is accepted. After the offer is accepted by the Principal, it cannot be cancelled. The order may be suspended in exceptional cases (e.g. a truck malfunction). Remember that the suspension of the order for trivial reasons affects the reliability of the Carrier.

Can I add documents to an order / offer?

Yes, documents can be added both through the app and the Prilo platform. You can add them by selecting the function from the main menu. Afterwards, all the Client’s order documents will be in one place. 

What should I do if, apart from the city, I don’t know the full loading / unloading address of the car?

Additional information can be included in the Add Comments field in the Order Details section. More details can be found in the instructions for adding an order, point number 6.

Read the manual HERE.

What should I do if the car model for which I would like to order transport cannot be found in the Prilo platform database?

Go to the drop-down menu and in the Brand field, select Other Car as the brand. Similarly, in the Model field, select Other Cars as the model. Please provide the correct brand name and model in the comments below.

How can I contact the contractor after finalizing the transaction?

Communication is possible at every stage through the chat option. It is available in the panel on the left-hand side of the screen after logging in.

What do the individual order statuses mean?

Sender’s offer status:

Draft (white) – order with missing data, waiting to be completed and published.
Published (yellow) – order visible on the order exchange, waiting for offers from carriers.
In progress (green) – order is in transit.
Completed (blue) – order completed, unloading confirmed by the driver in the app.
Expired (grey) – offer placed under the order was not accepted before the expiry date.
Cancelled (black) – offer cancelled by the carrier.

Carrier’s offer status:

Pending (yellow) – offer is waiting for the ordering party’s acceptance.
Accepted (green) – offer was accepted by the ordering party.
Rejected (red) – offer was rejected by the ordering party or another carrier’s offer was selected.
Expired (grey) – order in which the expiry date has passed and no carrier’s offer was accepted.
Cancelled (black) – order was cancelled by the ordering party.
Completed (blue) –  order completed, unloading confirmed by the driver in the app.

How do I check if I’ve done everything correctly? 

Go to the order, then the Trucks and Drivers tab. Check whether the details of the truck, driver, and phone number are provided, and whether the vehicles that will be transported are listed. If so, everything was done correctly.

Does submitting an offer mean that I will get an order? When can I expect the offer to be accepted?

Submitting an offer does not mean you have received an order. The order is yours once the ordering party accepts your offer and you receive a notification.

What does it mean when an order is “negotiable”?

It means that you can propose your own price, for which you will undertake the transport of cars.

What do I do in case of a damage?

You should contact the other party in the chat; the owner of the Prilo platform is not a party to the transaction.

Will I be able to deregister if I don’t use the platform?

Contact our Customer Service Office. Send an e-mail to support@prilo.com and explain the situation, providing your tax identification number, company name and date when the problem occurred. We will contact you regarding the next steps that should be taken.

OTHER

I have a problem that was not answered in the FAQ, what should I do?

There’s nothing that Prilo cannot solve. If you need support, make an online appointment with our consultant and let us solve your problem. Send an e-mail to support@prilo.com and explain the situation.

Make an appointment with our consultant

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