Help and service information

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The RIO Customer Care Hotline is available on 00800/22550746 from Monday to Friday between 8:00 – 16:30.

Outside of business hours you can reach us via e-mail: support@rio.cloud. Our team will get in touch with you as soon as possible.

Frequently asked questions

How do I register on the RIO platform?

Start out in the RIO world with just a few clicks. How exactly does it work? You can find a step-by-step guide in our tutorial section.

How do I get the RIO Box?

Since August 2017, the RIO Box has been installed as standard in all MAN Truck & Bus SE trucks released. Older MAN trucks and those of other brands can be retrofitted via the MAN workshop network at a country-specific fixed rate.

Is RIO compatible with vehicles from all manufacturers?

All new MAN trucks are factory-fitted with RIO as standard. We offer an optional retrofit solution for all other trucks and brands, provided they have an FMS interface. 

The RIO Box is fitted as standard in MAN Euro 6 trucks. But are lower emissions standards covered too?

Yes, the RIO Box can also be fitted in vehicles conforming to the Euro 3 to Euro 5 emissions standards. However, you should discuss the technical requirements for this with the MAN truck sales staff. 

How do customers get updates to the RIO Box? Will they need to go to a service workshop?

One of the core functions is "over the air" updating. Updates are downloaded to the RIO Box and installed without customers or service workshops having to do anything at all. This ensures that customers benefit from the latest software versions at all times. 

What does the LED display on the RIO Box indicate?

It indicates the current status of the box:
Green – The RIO Box is ready; a wireless connection to the platform is active.
Yellow – The RIO Box is ready; no wireless connection to the platform; an update is loading.
Red – Error. Please contact the RIO Customer Care Hotline (phone: 00800/22550746).

What will happen if a RIO Box malfunctions?

The RIO Box is sold as a MAN spare part, and as such is subject to the established warranty and goodwill arrangements. 

Does the system use special software?

RIO is a Cloud-based platform. All that is needed is a web browser.

Which browsers are supported by RIO?

The RIO platform supports the following browsers: Chrome, Firefox, Safari, Edge, Internet Explorer 11.

Can RIO Support see more data than the customers themselves when remedying a specific problem?

No, RIO Support can use only the data that customers have actually authorised.

Where can customers order additional services?

A full listing of all services is provided on the Marketplace, which is accessible to all registered customers. 

How will ordered services be paid for?

Services can be paid for by credit card, SEPA direct debit, or other direct debit.

How do I cancel a service I have ordered?

All our services can be cancelled on a daily basis in the Customer Centre on the RIO platform.

Will customers have to cancel active contracts when a vehicle is sold, or will it be possible to transfer the existing contract to a new vehicle?

No, they will not have to do that. All they will need to do is remove the sold vehicle from their virtual fleet on the RIO platform. RIO will then automatically cancel the services.

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