I can't request a trip given payment onboarding

We understand how frustrating it can be when you can’t request a trip due to the need to onboard a payment method. If you can’t request a ride due to a cash underpayment or need help with your payment methods, please visit the following pages:

• My driver stated that I didn’t pay for a paid trip
• I can’t request a ride
• I cannot add or delete payment methods

I cannot request a trip once it needs a payment method

To be able to take a trip, you need to onboard a payment method (digital or cash). This is to complete the verification of your profile and keep our platform safe for all users. You won’t be charged yet and we’re committed to information security, according to our Privacy Notice.

I cannot onboard a payment method once it shows an error message

This happens when there are outages, the bank declines, or another error message is being shown. This is because we have verified your payment method and identified that some requirements are missing.

Below are some common issues:

Outages: It may be temporary instability. Wait a few minutes and try to request a ride again.

Troubleshooting: Complete the checklist below to help you request a trip.

• Check if the details of your card or digital wallet are correct in the app.
• Validate if you have a balance in your account.
• Confirm if your method has any restrictions in your bank.
• If you’re still having issues with this payment method, consider using another one.

If it persists and you understand that your issue isn’t related to the situations above, we kindly ask you to fill out the form below.