Q: How to order GoCar

To order GoCar, please follow the steps below: <ul><li>Choose GoCar in Gojek main menu</li><li>Choose your destination and pickup location. You can also add a note to the driver (Example: Please pick me up at Tanah Abang Station, I am in front of Abadi Jaya Shop) *In Gojek app version 4.11, ... Read more

Q: Edit pick up location feature

For the GoRide and GoCar users who are in Jabodetabek, Bandung, Surabaya, Makassar, and Medan area, now on the ongoing GoRide/GoCar order page, you can click the 'Edit'* button to change the pick-up location when you haven't met the driver and the driver is still on the way to the pickup ... Read more

Q: Saved Addresses Feature in transport services

In Gojek app latest version on GoRide, GoCar, and GoBluebird, you can save your frequently visited destination such as your home, office, or other place by using the Saved Addresses feature. You can save time because you don’t have to type those addresses anymore! There are 2 (two) different ways you can ... Read more

Q: I was charged for a Platform fee

What is the Platform Fee and why am I charged it? The Platform fee is a cost of using Gojek app for customers that will be used for service improvement to our loyal customers. This service improvement includes innovation and technology development. This fee will be charged ... Read more

Q: What is pending payment?

Pending payment is a fee of toll/parking that was charged on your last GoCar trip. If you're seeing this page below, it means your cashless balance used on your last trip was insufficient at that time, so you need to settle the previous GoCar pending payment first before going to the ... Read more

Q: How do I pay pending payment?

Pending payment page will appear when you want to make the next GoCar order. You can pay the bill immediately by these steps: <ul><li>Before making a payment, make sure you use your preferred cashless payment method, then click ’Pay now’</li></ul> <img src="https://go-f-one-id-production.s3.ap-southeast-1.amazonaws.com/public/7ade5c52-a748-4006-b54c-81ad3a493923payment%20method%20oba.png" style="cursor: pointer; width: 350px;"> <img src="https://go-f-one-id-production.s3.ap-southeast-1.amazonaws.com/public/7a53cae3-8682-4710-9593-1e9c87be72cdpay%20OBA.png" style="cursor: pointer; width: 350px;"> <ul><li>After the ... Read more

Q: How to get trip receipt

Your GoRide and GoCar receipt will be sent to your verified email address at the end of every trip. To verify your email, please go to 'My Profile'. If you don't get the receipt after using GoRide or GoCar service, you can get it from your order history by choosing ... Read more

Question 1

How to order GoCar (L)

Accepted Answer

Bring your family together in one trip with GoCar (L)!

GoCar (L) is a GoCar service with a capacity of up to maximum 6 passenger seats with maximum distance of 100 km.

Now you can enjoy GoCar (L) service in several cities in Indonesia. ... Read more

Question 2

How to order GoCar

Accepted Answer

To order GoCar, please follow the steps below:

Choose GoCar in Gojek main menu
Choose your destination and pickup location. You can also add a note to the driver (Example: Please pick me up at Tanah Abang Station, I am in front of Abadi Jaya Shop)

*In Gojek app version 4.11, ... Read more

Question 3

How to give rating and tip to driver

Accepted Answer

You can show your appreciation by giving a rating and tip to our driver right after they completed the order.

Moreover, you can also give the rating and tip through the 'History' page by following these steps:

Open ‘My Profile’ page from the Gojek home menu then click ‘My Orders’
On ... Read more

Question 4

Edit pick up location feature

Accepted Answer

For the GoRide and GoCar users who are in Jabodetabek, Bandung, Surabaya, Makassar, and Medan area, now on the ongoing GoRide/GoCar order page, you can click the 'Edit'* button to change the pick-up location when you haven't met the driver and the driver is still on the way to the pickup ... Read more

Question 5

Saved Addresses Feature in transport services

Accepted Answer

In Gojek app latest version on GoRide, GoCar, and GoBluebird, you can save your frequently visited destination such as your home, office, or other place by using the Saved Addresses feature. You can save time because you don’t have to type those addresses anymore!

There are 2 (two) different ways you can ... Read more

Question 6

I was charged for a Platform fee

Accepted Answer

What is the Platform Fee and why am I charged it?

The Platform fee is a cost of using Gojek app for customers that will be used for service improvement to our loyal customers. This service improvement includes innovation and technology development.

This fee will be charged ... Read more

Question 7

What is pending payment?

Accepted Answer

Pending payment is a fee of toll/parking that was charged on your last GoCar trip.

If you're seeing this page below, it means your cashless balance used on your last trip was insufficient at that time, so you need to settle the previous GoCar pending payment first before going to the ... Read more

Question 8

How do I pay pending payment?

Accepted Answer

Pending payment page will appear when you want to make the next GoCar order. You can pay the bill immediately by these steps:

Before making a payment, make sure you use your preferred cashless payment method, then click ’Pay now’

After the ... Read more

Question 9

How to redeem promo code

Accepted Answer

If you have a voucher code to redeem, you can exchange it by following these steps:

Click ‘Got a promo code? Enter here’ menu in ‘Promo’ page or

Go to 'My profile’ page then click ‘Enter promo code’

Question 10

How to get trip receipt

Accepted Answer

Your GoRide and GoCar receipt will be sent to your verified email address at the end of every trip. To verify your email, please go to 'My Profile'.

If you don't get the receipt after using GoRide or GoCar service, you can get it from your order history by choosing ... Read more

Question 11

How do I edit my destination?

Accepted Answer

To edit your destination while using GoRide or GoCar, kindly see the steps below:

On your current order, swipe up the order detail information

Choose ‘Edit’ on drop location section

Type the new destination location then click 'Confirm'

Finish! Your destination ... Read more

Question 12

Drive safely with GoCar

Accepted Answer

Keeping your distance during the COVID-19 pandemic is the key to break the chain of transmission and to support the government's large scale social restrictions policy.

However, if you are in an urgent need to travel and want to use GoCar services, please perform the following steps:

Use GoCar ... Read more

Question 13

I can't find a driver

Accepted Answer

Difficulties in finding a driver could be caused by the high demand for Gojek services at the time, for example during rush hour, or due to weather conditions.

Please try to book again in a few minutes and we will do our best to find you a driver.

If you order ... Read more

Question 14

Multidestination feature

Accepted Answer

You can add more destinations for GoRide or GoCar services with Multidestination feature while placing an order. Here are the steps:

On the GoRide or GoCar order page, you can add up to 2 additional drop off points by clicking 'Add a destination'

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Question 15

Driver can’t locate my pick up point

Accepted Answer

If your driver can’t locate your pick up point, you can contact the driver by phone or chat to give directions to the driver by clicking the phone or chat button that you can find on:

The ongoing order page
The 'Track your order' feature on Gojek app homepage
The ‘Orders’ page in ‘My Profile’ menu

Question 16

Dynamic pricing for transport services

Accepted Answer

When using Gojek transport services such as GoRide, GoCar, and Gocar L, prices are dynamic and may change from time to time. Dynamic pricing is based on supply and demand following the conditions in your area. This aims to ensure better waiting times for you and your Driver partner, and ... Read more

Question 17

I forgot to pay my order to the driver

Accepted Answer

Always check your payment method after making an order. If you forgot to pay your order to the driver because you use cash/combination payment, you can report it to us via the Help page (on My Profile menu) in Gojek app by clicking the Contact Us* button below this article and we will ... Read more

Question 18

How to pay order with credit/debit card

Accepted Answer

To pay an order (GoRide, GoCar, GoBluebird) with a credit/debit card, you have to register it first. Here’s how:

Click [⋮] on payment method bar

2. Select ‘Add’ on Credit or debit card menu

3. Input Card Number, Expiry ... Read more

Question 19

Safe Trip Kit feature

Accepted Answer

Your safety and convenience are our priorities. Therefore, Gojek presents the Safe Trip Kit feature.

You can find this feature when you are on a trip with GoRide, GoCar, and GoBluebird service by clicking the shield icon on the detail order page:

This Safe Trip Kit ... Read more

Question 20

I was charged for Location fee

Accepted Answer

Currently, when you order GoCar instant service from Soekarno-Hatta Airport, Cengkareng, Jakarta, you will be charged an additional location flat fee per trip for Rp13.000. This additional fee is applied for airport service fees and to support the operational of the GoCar Instant service at Soekarno-Hatta Airport.

Question 21

Chat to driver after the order completed

Accepted Answer

Now you can chat with your driver after the order is completed*. So, if there’s something wrong with your order such as the items you received is not complete or if the driver has completed the order but your item isn’t delivered yet, or even if you left your belongings ... Read more

Question 22

I left my item

Accepted Answer

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 ... Read more

Question 23

I paid twice for the same order

Accepted Answer

If you’ve already paid twice for the same order, please report it to us via Gojek Help page (on My Profile menu) by clicking Contact Us* below the article and we’ll be glad to help you.

*Contact Us button only accessible when you open this page on your phone/tablet

Question 24

Driver was Impolite

Accepted Answer

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 ... Read more

Question 25

How to cancel my order

Accepted Answer

Have you ever been in a position when you have made an order and already got a driver but suddenly you have an urgent need that forced you to cancel your order? It’s okay! you can cancel the order and reorder again when you're ready.

In the order page, drag ... Read more

Question 26

Driver didn't pick up but has completed my order

Accepted Answer

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 ... Read more

Question 27

Driver asked for more payment

Accepted Answer

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, ... Read more

Question 28

I was harassed by the driver

Accepted Answer

We always strive to give the best service to our customers since you and our driver safety is our first concern.

We are deeply sorry that you had to experience unpleasant behavior from our driver. Therefore, you can tell us more about your experience ... Read more

Question 29

Driver's vehicle is uncomfortable

Accepted Answer

We always strive to give the best service to our customers since your comfort while using Gojek is an important factor that is always our priority.

But we do apologize for the inconvenience if you had an unpleasant experience with our driver such as vehicle or helmet that ... Read more

Question 30

On-Trip Report Feature

Accepted Answer

If previously you had to complete your trip first to be able to give feedback about the driver’s service, now you can give feedback shortly after your booking is confirmed and during your trip with the ‘On-Trip Report’ feature. Here’s how:

1. Go to your ongoing trip page

2. Click the ... Read more

Question 31

Driver drove unsafely

Accepted Answer

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 ... Read more

Question 32

Driver is different from the app

Accepted Answer

We always strive to give the best service to our customers since you and our driver safety is our first concern, including using the profile matched with the reality when executing orders.

But we do apologize for the inconvenience if you had an unpleasant experience with ... Read more

Question 33

Order for someone in a different location

Accepted Answer

Here is how to order Gojek services for your friend at a different location:

Enter your friend's pickup location and destination or your friend’s address to pick up and deliver the package/deliver the order (for GoFood service, you need to change the ‘Your Location’ into your friend’s area as well)

Add location ... Read more

Question 34

GoCar Service Area

Accepted Answer

You can order a car using GoCar in these cities:

GoCar Regular & GoCar (L):

Ambon, Bali (including Gianyar and Tabanan), Balikpapan, Banda Aceh, Bandar Lampung (including Pringsewu), Bandung, Banjarmasin, Banyuwangi, Batam, Belitung, Berau, Bukit Tinggi, Cilacap, Cirebon, Garut, Gorontalo, Jabodetabek, Jambi, Jayapura, Jember, ... Read more

Question 35

How to use LinkAja to pay my order

Accepted Answer

Now you can use LinkAja as a payment method for GoTix, GoRide, GoCar, and GoBlueBird services.

Before you pay with LinkAja, you have to register your LinkAja account first in Gojek app as below:

Click [⋮] on payment menu while you are ordering on Gojek app

Select Link LinkAja

Question 36

I can't use LinkAja to pay order

Accepted Answer

Please make sure these things below if you can’t use LinkAja to pay your order:

Question 37

Edit payment feature

Accepted Answer

For the GoRide and GoCar users who are in Jabodetabek area, now you are allowed to change your payment method from cash to cashless (e.g. GoPay, CC / DC, LinkAja or GoPayLater) while on trip using the ‘Edit payment' feature.

*Currently, 'Edit Payment' feature is being rolled out gradually. Please ... Read more

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