Top FAQs

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 to hear what happened. If the driver didn’t deliver your food or goods but completed the order, you can do the following things first if you order GoFood, GoShop, GoSend, or GoMart services: Check your chat history with the driver (can be seen up to 24 hours after the order is completed). Perhaps the driver has notified you before that your order/items have been received by someone else.If there is no news from the driver, you can contact the driver via chat up to 2 hours after the order is completed However, if the driver cannot be contacted and your order/goods are still not delivered after you have waited, you can report this incident to us 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 is only accessible when you open this page on your phone/tablet

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 completedAfter 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 90 (ninety) calendar days since the said order was made. But if you don’t claim your item(s) within the above timeline, then the entire title rights of your item(s) was transferred and handed-over to us. Thus, we have the full rights to take any action on the said item(s). Please visit the following link www.gojek.com/terms-of-service for more information.

Driver asked for more payment

We are deeply sorry for the driver who insisted and asked for more payment from the total price stated on the app. Please keep in mind that the payment you should pay to the driver is the total price stated on your app with the payment method that you choose. However, if the driver asked for more payment for the parking fees and/or toll fees, you can see the terms below: Parking fees and tolls prior to pickup is the driver’s responsibility, unless it’s previously agreed to be paid by the customer Parking fees and tolls after pickup are the responsibility of the customer, with prior agreement before entering the parking area and toll lane If you’re sure that the driver asked for money that is not in accordance with the terms above, please report it to us via Gojek Help page (under My Profile menu) by clicking the Contact Us* below this article. We will be glad to help.  Please note.. We do not recommend you pay more including transfer money to anyone. Payments made outside of applicable regulations are not our responsibility. *Contact Us button only accessible when you open this page on your phone/tablet

Driver was Impolite

In order to provide the best service to our customers, we have educated our drivers about the policies and procedures that are applied in Gojek Indonesia including how to properly interact with customers. We are really sorry you have to experience unpleasant journey with our driver such as driver being impatient, unfriendly, talking in a rude manner or even saying inappropriate words. You can give the driver rating after your trip. If you forgot to give a rating, go to ‘My Profile’ page from the Gojek home menu then click ‘My Orders’, click 'History' icon on the top right corner of the page, and choose the order you’d like to give a rating. You can also report this incident to us via Gojek Help page (under My Profile menu) by clicking the Contact us button below. *Contact Us button only accessible when you open this page on your phone/tablet

Browse Topics

All Products

Browse any topics by products here

Need help from us ?

Gojek Indonesia

Consumer Complaint Center

The Directorate General of Consumer Protection and Trade Order (Ditjen PTKN)

Ministry of Trade

Contact Whatsapp 0853 1111 1010

Gojek Indonesia