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Top FAQs
Error while calculating price
If your app show an error while calculating the price for your order, please do the following steps:
Close your Gojek apps in the background, and reopen (or restart) the app
Make sure your internet connection is stable
Try to change your payment method
Lastly, try to order again and wait until the trip cost in your Gojek app reappear
But if you have tried all of the above and the error still persists, report to us via Error while calculating price* article on the Gojek Help page. We will be happy to help you.
*Link is only accessible when you open this page on your phone/tablet.
How to get GoPay Coins
You can earn GoPay Coins in the Gojek app by using vouchers for Gojek services such as GoRide, GoCar, GoBluebird, GoFood, GoSend, GoTagihan, and GoPay Merchants who participated. While in Tokopedia, you can earn by transacting using cashback coupons, vouchers, playing certain mini games, and reviewing selected products.
The more transactions you make, the greater your chance to get more GoPay Coins.
Driver didn't pick up but has completed my order
We are really sorry to hear what happened.
Before reporting this incident, if you order GoCar or GoBluebird services, you can try contacting the driver first by sending a chat to the driver up to 2 hours after the order is completed from the Order History page. It's possible that he/she is already on the road to pick you up but accidentally ended the order.
However, if the driver cannot be contacted and does not come after you have waited, you can report this incident to us via Gojek Help page (under My Profile menu) by clicking the Contact Us* button below.
Please note that the driver you report will be sanctioned in accordance with the applicable provisions in Gojek Indonesia and you cannot withdraw your report. So, please make sure that your report is in accordance with what you experienced.
*Contact Us button only accessible when you open this page on your phone/tablet
Driver has completed my order status without delivering it
We are really sorry if the driver did not deliver your order, but suddenly the order status was completed.
Do these things as the first solution:
Check your chat history with the driver. Your driver might drop the order with someone else. If not, you can chat the driver for up to 2 hours after the order is completed.
Call the driver by clicking the “Chat with support” button below > click "Driver completed my order without delivering" > give your answer and you’ll find the call button.
Notes for GoFood Orders via website
Chat with drivers feature and Chat with CS are unavailable on www.gofood.co.id. If you order GoFood via the website, please open your transaction history from the application, then follow the steps above.
Driver drove unsafely
We always strive to give the best service to our customers and drivers as their safety is our first priority. We aspire to improve our services by educating drivers regularly to always obeys the traffic rules, drive safely, and not using their phone while driving.
We are really sorry you have experienced unpleasant things that could put you in danger. You can tell us more about your experience via Gojek Help page (under My Profile menu) by clicking the Contact Us* below.
*Contact Us button only accessible when you open this page on your phone/tablet
To improve our trip safety and quality, you can also give a rating for your driver after your trip completed. If you forgot to give a rating to the driver, you can open ‘My Profile’ page from the Gojek home menu then click ‘My Orders’, click 'History' icon at the top right corner of the page, and choose the order that you want to give rating.
I left my item
If you think you left your item behind after using Gojek services, you can try checking your chat history with the driver. You just need to go to the Order History page, then click the chat icon on the related order. Perhaps the driver has notified you before that you've left your belongings in the vehicle.
Notes about chat history:
Currently, it's only available in GoCar and GoBluebird services
You can still chat the driver up to 2 hours after your order is completed
After that you can no longer reply or chat the driver, but you can still see the chat history for 24 hours after the order is completed
Keeping personal belongings while using Gojek services is a must in order to avoid them being left behind or lost. Therefore, always check your belongings when your trip is complete.
If you left your item(s) after using Gojek services, please contact us at the phone number on the Help Page article (under My Profile menu) by clicking the Contact Us* button below the article, and we will help you to confirm it with the driver.
*Contact Us button only accessible when you open this page on your phone/tablet
After you report your experience to us and your belongings have already submitted to us by our drivers, you can claim your item(s) within:
3 (three) calendar days for goods that are perishable and have an expiration date such as food, drinks, groceries, and so on
30 (thirty) calendar days for other items that do not have an expiration date/time such as cellphones, bags, clothing, and so on
If you don’t claim your item(s) within the above time limits, then the entire title rights of your item(s) were transferred and handed over to us. Thus, we have the full rights to take any action on the item(s).
Please visit the following link www.gojek.com/terms-of-service for more information.
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