We understand how frustrating it can be when we find an issue with our balance, bank account or invoices. If there are Cash arrears from a trip, you are unable to request Cash trips, or your account has an unrecognized charge, visit the following pages:
My driver stated that I didn’t pay for a paid trip
Unable to take trips due to cash pending amounts
My account has an unrecognized charge
I cannot request using digital payment methods:
This usually happens when an error message is shown at the trip request, mentioning that your payment method is not available and you should choose another instead. Please follow the instructions in the message and, if it is not according to your expectations, fill in the form at the bottom of this page.
I do not recognize charges from canceled trips:
This usually happens because we want to guarantee that both you and our driver partner are ready to make that request. The refund time depends on the payment method and its financial institutions (please consider delays from possible central bank or partner outages): * Digital wallets usually takes 24 hours up to 7 business days. * Cards usually takes 48 hours up to 31 days.
I cannot edit my payment methods:
This usually happens when an error message is shown in the payment method configuration, mentioning that it was rejected; it is expired, or it is not possible to switch from a specific trip. Try following the instructions shown in the app during those situations.