If the chauffeur app is not working as expected, please try the steps below before contacting support.
Before you contact support
1. Check your internet connection
Make sure your phone has a stable mobile data or Wi-Fi connection. If possible, switch between Wi-Fi and mobile data and try again.
2. Close and reopen the app
Completely close the chauffeur app, then open it again. This can help refresh ride data and clear temporary loading issues.
3. Update to the latest version
Make sure you are using the latest version of the chauffeur app from the App Store or Google Play. Some app issues are resolved in newer releases.
4. Confirm you’re logged into the correct account
If rides, documents, or account details don’t look right, check that you are signed in with the correct account.
5. Restart your phone
A quick device restart can help if the app is frozen, slow, or not loading correctly.
Potential issues and what to check
I can’t see a ride in the app
Try these steps:
Close and reopen the app.
Confirm you’re logged into the correct account.
Check whether the ride is still assigned to your company or chauffeur.
Make sure your app is updated.
I can’t see the pickup sign or guest name
In many cases, this is expected. The guest name and pickup sign are only available in ride details within 24 hours of pickup.
If the pickup is within 24 hours and the information is still missing:
Update the app to the latest version.
Close and reopen the app.
Open the ride details again.
I can’t call or chat with the guest
Guests can’t be contacted using the app at every stage of the ride. In general, they are only available when the ride is in progress after you’ve pressed ‘On the way’.
If you believe the option should be available:
Check the current ride status in the app.
Close and reopen the app.
Make sure the app is updated.
The waiting time looks wrong
The app uses different waiting times depending on the pickup type.
Airport pickups show 60 minutes.
Other pickups show 15 minutes.
If the waiting time looks incorrect, first confirm whether the pickup is an airport pickup.
My location or GPS is not updating correctly
Try these steps:
Make sure location services are enabled for the chauffeur app.
Allow the app to access your location at all times if your device requests this.
Turn off battery-saving or power-optimization settings for the app.
Keep the app open while completing the ride.
Restart your phone and try again.
The app is slow, frozen, or showing an error
Try these steps in order:
Check your internet connection.
Close and reopen the app.
Restart your phone.
Update the app.
What to include when contacting support
To help us investigate faster, please include:
A screenshot of the issue
Your app version
Your phone model
The ride ID or booking ID, if the issue is related to a trip
The date and time when the issue happened
Still need help?
If you've tried the steps above and the issue is still not resolved, please contact the Care team, including as much detail as possible.
