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Karoid Help Center

Welcome to the Karoid Help Center — support for drivers and fleet managers using the Karoid Driver app and Karoid Business platform.


📧 Contact Us

For any question, technical issue, or account-related request:


👤 Age Requirement

Karoid is intended for use by professional drivers aged 18 or older. The app is not directed at children. We do not knowingly collect personal information from anyone under 18. If you believe a minor has registered, please contact support@karoid.com immediately and the account will be deleted.


📱 Permissions Used

The Karoid Driver app requests the following device permissions:

  • Location (Always / Background): required to record GPS, speed, and route during active driving sessions even when the screen is off. Collection starts only when you tap "Start a course" and stops the moment you end the course.
  • Motion & Fitness (iOS) / Body Sensors (Android): required to read accelerometer data for braking, turn, and acceleration detection.
  • Notifications: used to display the persistent "course in progress" notification and to send coaching reminders.
  • Network / Internet: required to sync your course data with the Karoid server.

You can revoke any of these permissions at any time in your device's system settings. The app will not work correctly without Location permission during a course.


❓ Frequently Asked Questions


How do I start a course?

From the main screen, tap "Start a course". The app begins recording your GPS position, speed, and acceleration. A persistent notification stays visible during tracking.


How do I end a course?

Tap "End course" on the main screen. You will immediately see your Consistency Score and a trip summary.


What is the Consistency Score?

The Consistency Score (0–100 %) reflects how smoothly and safely you drive across all trips. It factors in speed events, acceleration patterns (braking, turns, acceleration), and fuel efficiency. The score accumulates over time like a credit score — it never resets.


Why does the app need background location access?

Background location access is required to track your driving when the screen is off or when you use other apps during a trip. Collection starts only when you tap "Start a course" and stops the moment you end the course. Karoid never tracks your location outside of an active course.


Is my data shared with my employer?

Your fleet manager sees fleet-level summaries and your individual coaching score — not your real-time location. Coaching sessions between you and your manager are private and confidential.


How long is my data retained?

  • Telemetry (GPS, speed): 365 days
  • Courses, scores, and coaching: 730 days (2 years)
  • Delivery addresses: 90 days
  • Legal and audit records: up to 7 years where required by law

🔐 Privacy and Security

All data is encrypted in transit (HTTPS/TLS) and stored on secure AWS servers in Canada. Authentication tokens are protected by your device's hardware encryption (iOS Keychain / Android Keystore).

See our full Privacy Policy for complete details on data handling.


🤝 Third-Party Processors

Karoid uses a small number of vetted third-party services to operate. Each operates under a confidentiality and data-processing agreement:

  • Amazon Web Services (AWS): cloud hosting and database storage
  • Twilio: SMS verification codes for phone login
  • OpenAI: AI-generated coaching messages (only de-identified driving statistics are sent — never your name, email, or phone)

Karoid does not sell or rent your personal information to any third party.


⚖️ Your Privacy Rights

Under Quebec's Law 25, the European GDPR, and similar privacy laws, you have the right to:

  • Access the personal data we hold about you
  • Correct inaccurate or incomplete data
  • Request deletion of your account and personal data (see below)
  • Receive a copy of your data in a portable format
  • Withdraw your consent for AI coaching at any time (in the app under Settings → Privacy)
  • File a complaint with your local data protection authority

To exercise any of these rights, contact our Privacy Officer at support@karoid.com. We respond within 30 days.


🗑 Account Deletion

You can permanently delete your Karoid account directly from inside the app at any time — no need to contact your manager and no waiting period.

Steps to delete your account in the app:

  1. Open the Karoid Driver app on your phone.
  2. Tap the Help icon (? — top right of the screen).
  3. Scroll to the "Delete My Account" section at the bottom of the screen.
  4. Tap "Delete My Account".
  5. Read the first confirmation — tap "Continue" to proceed.
  6. Read the final confirmation — tap "Delete permanently" to confirm.

Your account is immediately and permanently deleted. You are signed out of the app instantly.

What gets erased: your name, email address, and phone number are permanently removed from Karoid.

What is retained: anonymised driving statistics collected on behalf of your employer are retained by them per your employment agreement, with no link to your identity. Your fleet manager is notified of the deletion.

Cannot access the app? Email support@karoid.com with the subject "Account Deletion Request". Include your registered email address. We will process your request within 30 days.


🛡 Report a Security Issue

If you discover a security vulnerability or believe your account has been compromised, contact us immediately at support@karoid.com with the subject "Security Report". We acknowledge security reports within 24 hours.


⚙️ Common Technical Issues


The app stops tracking when the screen is off

Disable battery optimisation for Karoid: Settings → Apps → Karoid → Battery → Unrestricted (Android) or Settings → Karoid → Background App Refresh: ON (iOS).


I am not receiving an invitation code

The invitation code is sent to you by your fleet manager — by email or SMS. Contact your manager to resend it, or reach out to support@karoid.com.


I am not receiving the SMS verification code

Check that your phone number is correct and that you have mobile network coverage. SMS delivery can take up to 60 seconds. If it does not arrive, tap "Resend code" or try again with the country code prefix (e.g. +1 for North America).


The app crashes on startup

  1. Force-stop the app and restart your device.
  2. Check that you have the latest version installed from the App Store or Google Play.
  3. If the issue persists, contact support@karoid.com with your device model and OS version.

📱 System Requirements

  • iOS: 14.0 or later
  • Android: 7.0 (API 24) or later
  • GPS enabled
  • Internet connection (Wi-Fi or mobile data)

🏢 Company & Privacy Officer

Karoid Inc. — Montréal, Québec, Canada

Privacy Officer: Carl Aramouni, Co-founder

Privacy contact: support@karoid.com · +1 (438) 494-6056

Last updated: May 2025

Privacy Policy

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