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Frequently asked questions
The Zum App
Getting Started
The Zum app for parents is a free mobile app that allows parents and guardians to view upcoming rides, track rides in real time, receive alerts when the bus is arriving, get notified when their child boards and exits the bus, cancel same-day and upcoming rides, and view driver and vehicle information.
You can download the Zum app for free from the Apple App Store or Google Play Store. Search for “Zum” or use the links provided by your school district. Note that you can log in and use the app only if it has been enabled by your school district per district policy.
Yes. The Zum app is available for both iOS (iPhone and iPad) and Android devices.
The Zum App supports English, Spanish, Portuguese, French, Vietnamese, Simplified Chinese, Arabic, Haitian Creole, Somali, and Cape Verdean Creole.
The Zum App will use the primary language set on your device, if supported. If that language is not supported, the app will default to English. You can also set a specific language for the Zum App separately from your device language.
For iPhone or iPad users: go to Settings > Scroll to Zum > Tap Language > Choose your preferred language. You may first need to add the language under Settings > General > Language and Region.
For Android users (Android 13 and above): go to Settings > System > Languages > App Languages > Select Zum > Choose a preferred language.
Logging In and Account Management
You can log in using the contact details your school district has on file for you. Only parents or guardians who are authorized by their district will be given access to their student’s information.
- Open the Zum app.
- Enter the registered email address or cell phone number on file with your school district.
- You will receive a one-time verification code at that email or phone number. Enter the code when prompted.
- After successful login, you will be able to view your student’s upcoming rides through the Rides tab.
Note: If you don’t remember the email or phone number on file, contact your school district to add or update your details.
Use the login screen to request a new one-time verification code sent to the email or phone number on file with your district. If you are still unable to access your account, contact your school district to verify or update your details, or reach out to Zum Support.
Account details such as your email address and phone number must be updated through your school district, not directly with Zum. Your district will share updated information with Zum, and changes will be reflected in the app within 1 to 2 business days.
The one exception is your student’s profile photo, which you can add or update directly in the app.
Your student’s profile is set up automatically by Zum using the information provided by your school district. However, you can add a clear photo of your student to help drivers reliably identify them at pickup.
- Open the Zum app.
- Tap the hamburger menu at the top left corner of the screen.
- Tap Manage Students.
- Select your student from the list.
- Tap Upload Photo and select an image from your photo library.
Yes. Zum supports unlimited guardians per student, so every caregiver in your family can stay informed and connected. Each guardian has their own independent login, giving everyone secure, personalized access to their student’s ride information.
Guardian changes must be made through your school district. Once updated, Zum will reflect those changes within 1 to 2 business days.
Notification and Settings
Yes. By default, Zum sends in-app notifications to parents who are logged in. Notifications include driver on the way, driver arriving, student picked up, and student dropped off.
Notifications are enabled by default. You can manage your preferences, including toggling text notifications, by tapping Menu in the Zum app, then going to Account and selecting Notification Preferences.
You can view all previously sent notifications by tapping Notifications from the main menu of the Zum app.
Ride Tracking and Management
Open the Zum app. You will see a ride banner on the home screen for either the ride currently in progress or the next upcoming ride.
Tap on the banner to display the ride details screen. For rides in progress, this includes actual pickup and dropoff times, live ETAs, and a map of the ride. For upcoming rides, you will see scheduled pickup and dropoff times and a route map.
Tap the Rides tab in the bottom navigation bar to see the full list of your student’s upcoming or in-progress rides.
Note: Upcoming rides are generally available in one-week increments. For the start of school, rides appear the day before the first day. Ongoing rides appear the week before they are scheduled.
Yes. The Zum app lets you view route and stop details for multiple students from a single account, provided your students are in the same school district, your district has enabled tracking, and you are designated as a primary parent or guardian for each student.
Tap the Rides tab in the bottom navigation bar to see the list of all your students’ upcoming, in-progress, and completed rides. If a ride is in progress, the banner at the top of the home screen will show the student with the earliest pickup time.
Please contact your school district if you are unable to see all your students. Ensure you are designated as a primary parent for the student in question and that your contact details on file with the district are correct. Updated information will appear in the app within 1 to 2 business days.
Yes. You can cancel same-day and upcoming rides directly in the app without needing to call or email your school or transportation team.
- From the home page, tap Rides at the bottom menu bar.
- Tap the ride you want to cancel.
- On the ride details screen, tap Manage Ride.
- Tap Cancel Ride and provide a reason.
Note: Canceling a ride in the Zum app does not affect school attendance records. You must also notify your school separately that your student will be absent.
You can cancel a ride at any time before it begins, including same-day. If you need to cancel rides that do not yet appear in the Zum app, reach out to Zum Support directly.
Riding With Zum
Getting Set Up
For any address or schedule change, please reach out to your school or district. Once approved, your school or district will inform Zum and we will make the necessary changes. You will see the confirmed changes reflected in your Zum app.
Yes. You can provide specific care instructions by contacting your school district’s transportation department. Once received from your district, Zum drivers will be able to see your instructions.
You do not need to call Zum directly if your student will be absent, but please do the following:
- Cancel any ride that is no longer needed through the Zum app.
- Notify your school separately that your child will be absent, as canceling a ride in the Zum app does not affect school attendance records.
On the Day of the Ride
Zum operates a multi-size vehicle fleet including traditional yellow school buses, vans, and sedans. Zum is committed to having 100% of its on-road fleet be electric vehicles (EV) by 2027.
If your student is riding in a yellow school bus, the side of the bus will be clearly marked with “Zum Services, Inc.” If your student is riding in a sedan or van, these vehicles will be marked with Zum stickers on the front and back windshields, and the driver will be wearing a Zum t-shirt. You can also view the driver’s profile in the app once a driver has been assigned.
Our general policy is a 2-minute wait time per stop to ensure all students on the ride arrive at school on time. This may vary slightly by district. Please reach out to your school or district if you have questions about this policy.
If your child misses their pickup, you will receive a notification. You can contact the Zum support team directly through the app to arrange next steps.
Zum drivers routinely check for student belongings left on vehicles at the end of each ride after all students have exited. Contact Zum Support to arrange pickup of any lost items.
No, you do not need to provide your own booster seat. If your student requires a booster seat, inform your district contact, who will notify Zum accordingly. Zum vehicles will be equipped with the necessary equipment based on each student’s needs.
If an authorized adult is not present to receive a student without self-release authorization, or if unsafe conditions exist at the dropoff location, the driver will place your student in an “On Hold” status. Zum will then contact you using the phone number on file to arrange a suitable and safe dropoff location.
Contacting Zum Support
Zum Support is available Monday to Friday from 3:30 am to 8:00 pm PST (6:30 am to 11:00 pm EST), excluding Christmas and New Year holidays.
You can reach us in the following ways:
- By phone: 1-855-RIDEZum (1-855-743-3986)
- By email: [email protected]
- By chat: via the Zum app (subject to school district policies)
Note: Only individuals associated with your student’s account will be given access to their information. Please be prepared to confirm your account email or phone number.
Trust and Safety
Driver Information
You will be able to review the driver’s profile in the Zum app in advance of scheduled rides. If your student is riding a bus, you will receive a text or push notification once a driver is assigned, typically the morning of the ride or the day prior. For other vehicle types, the notification is sent as soon as a driver is secured and assigned.
To view driver details: open the app, navigate to the Ride Details screen, and tap the driver banner at the top of the screen. Your driver’s name, photo, vehicle make and model, and license plate number will be displayed.
Once a driver is assigned, you can view their profile in the app and share the details with your student. The profile includes the driver’s photo and vehicle information so your child knows exactly who to look for.
Zum buses are clearly marked with “Zum Services, Inc.” and, for most districts, the route number is posted near the doorway. Vans and sedans carry Zum stickers on the windshields. Once your student boards and their identity is confirmed, the driver logs the pickup in the app and you receive a confirmation notification.
Zum prioritizes student safety above all else. All drivers and vehicles comply with federal, state, and local standards, as well as additional Zum-specific qualifications. Beyond state-mandated training, Zum provides all drivers with ongoing training through a comprehensive safety resource toolkit developed in partnership with industry-leading safety experts. Visit the Trust and Safety page at rideZum.com to learn more.
Tracking and Confirmation
When the driver confirms your student has been picked up, the actual pickup time will appear on the Ride Details screen along with an ETA for the dropoff location. Once your student is dropped off, the ride details screen will update with the actual dropoff time. You can track your child’s ride live at any time, including the bus location on the map, within the Zum app.
By default, Zum sends in-app notifications for driver on the way, student picked up, and student dropped off. You can enable text notifications under Account in the main menu.
Only parents and guardians on file with the district can access student information. If confirmation is required, you will need to answer security questions before being granted access. This can be done in the app or over the phone. Each guardian also has their own independent login for added security.
How We Use AI and Technology
Zum’s ETAs are powered by AI and update automatically based on real-time traffic, road conditions, and historical data, so the time you see in the app reflects what is actually happening on the road.
Every Zum ride is supported by AI-powered cameras, real-time vehicle monitoring, RFID ridership tracking, and safe drop-off protocols. These systems work together to protect students from pickup to dropoff.
Privacy and Data
Zum collects the information needed to safely coordinate your child’s transportation, including contact details, student ride data, and location during active rides. For full details, please review Zum’s Privacy Policy at rideZum.com/privacy-policy.
Location data is only shared with authorized stakeholders, including parents, school staff, and dispatchers, within the Zum platform. Zum does not sell your family’s data.
Zum’s platform is built on enterprise-grade security with role-based access controls and a resilient, AWS-powered cloud infrastructure, ensuring your data is protected at every level.
You can find Zum’s full Privacy Policy at ridezum.com/privacy-policy.
Zum Bus Card
What Is the Zum Bus Card
Zum Bus Cards are plastic cards the size of an ID card. They allow students to quickly and easily tap on and off the bus, similar to a metro transit pass. Each card is uniquely assigned to a student and cannot be shared. The student’s first name and last initial are printed on the card to help with identification if it is misplaced.
Zum Bus Cards use contactless RFID technology, the same technology found in metro transit passes, corporate access cards, and other ID cards. Each card holds a unique code. When tapped on the card reader on a Zum bus, the card wirelessly transmits that code to the tablet on the bus, which identifies which student is assigned to that card.
Note: Zum Bus Cards are not GPS devices and cannot track or follow your movements.
Once received, your student should tap their card on the reader when boarding and exiting the bus for every ride. It is a quick tap and they are on their way.
Note: Your student can still ride the bus if their card is misplaced, lost, or forgotten while a replacement is being processed.
Lost or Invalid Cards
If their card is lost or invalid, you or your student can request a replacement card from their school administrator. A new card will be delivered to the school site within 5 to 7 business days, after which the school administrator will deliver it to your student.
Note: Your student can still ride the bus while the replacement card is being processed.
Multi-Guardian Access
Yes. Zum supports unlimited guardians per student, so every caregiver in your family can stay informed and connected. Each guardian has their own independent login, giving everyone secure, personalized access.
Yes. Each guardian logs in separately using their own contact details on file with the district. Guardians do not share credentials.
