Help! I’ve left something behind.
If you’ve lost an item on a trip, you can try one of the following ways to get your belongings back.
We strongly encourage you to provide a token of $15 to your driver for their time and effort in returning the item.
First way: Message your driver with post-trip chat
Here's where you can find post-trip chat that will be available for 2 hours following trip completion:
If your driver is not responsive they may be on a trip – please wait and try again in a few hours. Alternatively, please try the second or third way.
Second way: Call your driver directly
Here's how you can call your driver:
Third way: Click +65 3135 3136 to call the driver
If the driver did not pick up the call, don't worry. Gojek Care will send an SMS to both you and the driver so you can get in touch.
As the drivers are busy on the road, please wait patiently before calling again within the 12 hours expiration of the number sent to you.
Fourth way: Click gjk.sg/lostitem to submit a form
Note that Gojek will not be held responsible for the condition in which lost items are returned to GoHub. In this case, “lost items” can refer to any forgotten, misplaced, or abandoned item including personal electronic devices, wallets, cash, keys, documents, luggage, etc.
Perishable items will be disposed of immediately due to health and safety reasons – along with its container. All lost items will be kept for 3 months, then disposed of or donated.
Get to know GoCar.
GoCar is a service that matches riders with the nearest available private-hire vehicle. All the vehicles and driver-partners on our platform are commercially licensed.
How much does a GoCar trip cost?
Fares are calculated based on trip distance, dynamic pricing may apply for specific hours and areas. Be sure to check the app for a price estimate when you’re ready to request for a trip!
A platform fee of $0.70 is also applied to every trip.
Additional charges such as ERP may also apply.
Does GoCar currently offer trips for families with children?
Yes! If you're traveling with a child (4-7 years old) between 1m to 1.35m in height, you can book GoCar Kids, GoCar Kids XL, or GoTaxi.
However, if you have your own child car seat, feel free to book a ride and let your driver know as soon as you get matched with them!
Does GoCar have a service for pets?
We do not have a separate service for riders traveling with pets at the moment. If you’re bringing your pets out, such requests are at the drivers’ discretion. Make sure you secure confirmation from the driver that they are comfortable with pets via the in-app chat or phone call, the driver will respond only when it’s safe to do so. However, if the driver doesn’t accept, riders will have to cancel the trip.
Can I book a trip to send items?
We’re working on it! Meanwhile, if you'll need to send items, please look for another way.
Can I make changes to my trip?
If you’re currently on a single-destination trip, you can still make edits to your drop-off point! Your fares will be calculated and adjusted according to distance.
However, If you are on a multi-destination trip, you will not be able to edit the drop-off points.
Can I make a multi-destination booking?
You may make up to 3 stops for every trip with Gojek. You will need to confirm the sequence of the drop-off points before booking, as there will be no changes allowed after your trip has been accepted.
Your fares will be based on the total distance of the trip. You will be shown the total price before booking a ride, as per usual – so no surprise charges at all.
I want to cancel my trip booking.
If you no longer need a GoCar, you can cancel your ride request. Note that you may be charged a cancelation fee depending on when you make your cancelation.
Get to know GoTaxi
GoTaxi is a service that matches customers with the nearest available taxi. All taxis and driver-partners on the Gojek platform are commercially licensed.
How much does a GoTaxi trip cost?
GoTaxi charges a S$0.70 platform fee on top of what is priced according to the taxi company’s meter. For more information on taxi fares, click here.
Can I use GoTaxi for a trip with many stops?
Because the multi-destination function is not available with GoTaxi, you’ll have to ask your driver. If they say yes, your updated fares will follow the meter.
I made a mistake. Can I change my destination?
Unfortunately, because the edit destination function is not available with GoTaxi, you’ll have to ask your driver personally. If they say yes, your updated fares will follow the meter.
I made a booking with GoCar instead. Can I change it to GoTaxi?
There are no options to switch between both options once you’ve booked, but you can cancel your GoCar booking and order a GoTaxi instead. Note that the usual cancellation fees still may apply.
Can I use GoCar XL for a trip with multiple stops?
Yes, absolutely.
Can I change my pickup/drop-off points with a GoCar XL trip?
Yes. Pickup and drop-off work the same way on GoCar XL as they do with other services on Gojek.
How much does a GoCar XL trip cost?
A typical GoCar XL trip may cost 30–60% higher than a GoCar one. Like GoCar, this fare is based on distance and dynamic pricing. Note that additional charges (e.g. ERP) may apply.
Are GoCarXL rides covered with insurance?
As with other services, all drivers and passengers are protected with free accident coverage powered by Marsh and underwritten by AIG. For more information, click here.
Does Gojek give out discounts?
How do I refer my friends?
Refer a friend and earn ride vouchers are currently unavailable, but you can invite them to Gojek anyway:
What is a GoCar Pass?
GoCar Passes are sets of discounted vouchers for use with GoCar – all of which are valid over a fixed period of time.
Fret not if you receive a different subscription as your friend - it's based on how you travel! To check if it's available, simply visit Promos on your Gojek app. Make sure that your version is 4.17.0 or above!
Can I use vouchers for cancellation fees?
No – vouchers can only be applied on the fare. You will have to bear the cost of any additional charges, including ERP and cancellation fees.
Please note that the value of any voucher is applicable only for one trip. Any remaining value will not be carried forward to subsequent trips.
My promo code/voucher did not work.
Any voucher that can be applied to your trip request is eligible will automatically be applied.
If you prefer to use a different voucher or promo code, you must enter it before requesting a trip. The value of any voucher or promo code is applicable only for one trip – any remaining value disappears and will not apply to any following trips.
Your promo code or voucher may not have been applied because of its expiry. To view the full terms and conditions for your vouchers, visit My Vouchers under the button on the top left of your home screen.
It seems like my vouchers are missing.
This might be because your vouchers are already expired. Make sure to take note of the expiry date of your vouchers.
Just in case. If you think this is a mistake, here's how you can write to us:
Are there any other charges?
Do I pay a fee if my journey goes through an ERP?
Any ERP charges incurred during the trip – from pick-up to drop-off – are borne by the customer.
This amount is not included in the upfront pricing/base fare, and will instead be added at the end of the trip by your driver-partner.
Are there charges if my pick-up/drop-off location is in Sentosa?:
*This may not be applicable during COVID-19
Are there any charges if I edit my destination?
$3 for GoCar / $5 GoCar Premium + Adjusted fare if distance is further
If you are on a multi-destination trip, you will not be able to edit the drop-off points.
How to set up payment?
You can add any of the following payment methods:
Remember to choose your preferred payment method for a hassle-free payment process during your next ride.
You can add a credit/debit card with the following steps:
Alternatively, you can remove your credit/debit card, with the following steps:
There will be a pre-authorisation charge when you add a new card:
The charge is a pre-authorisation process that happens every time you add a new credit/debit card. This helps us to ensure that the credit/debit card is active and valid.
Not to worry, the charge will be reversed within 30 days of the successful credit/debit card addition.
How do I switch my payment method on my booking screen?
I was charged before the trip started.
Fret not – this could likely be the amount that was simply on hold before the trip. You will only be charged the full amount onto your card once the trip is completed.
If, however, you think you were charged more than once, here's how you can reach out to us:
Will I be charged for canceling a trip?
Here are the situations you will be charged a cancellation fee:
I’ve been wrongly charged a cancellation fee.
Not to worry – if you believe you’ve been wrongly charged, write in to us via in-app help and we’ll help sort it with a reimbursement if necessary!
Here's how:
I forgot to pay/underpaid for my cash trip.
Not to worry! We’ll help sort this out for you.
Simply follow these steps:
How do I make payment for an outstanding balance?
If you are paying by cash on your next trip, any outstanding balance from previous trips will be included in the final amount you will have to pass on to your driver.
If you are paying with a card, you’ll have to charge it onto your card and clear the payment before booking your next trip. If the payment is unsuccessful after multiple tries, try changing your payment method or add a new credit/debit card to your account.
Where can I get a receipt?
If your email address is added and verified on the Gojek platform, a receipt will be sent to your account automatically after every completed trip. Sometimes this ends up in spam, so make sure to check that too.
Here's how to get a receipt reissued:
If you'd like to request for a consolidated receipt, simply follow these steps:
Help! My driver did not match the profile as seen on my app.
If there has been discrepancies between the details shown on your app and the driver or vehicle that is picking you up, please let us know via in-app help!
Here's how:
Main Menu > Help Center > Order Experience > My driver did not match the profile in my app.
Help! My driver completed the trip without picking me up.
So sorry to hear this – please follow the steps below to report this incident:
On the app, tap on the menu icon > Orders > choose the relevant trip > rate your driver (two stars and below) > tap on Did not pick up.
We’ll help you sort it out from there!
I am facing issues with the app.
If you’re using an Android phone, follow these steps:
Go to your phone’s Settings > Apps > Gojek > Storage > Clear cache.
For iOS users:
Kill the Gojek app, then restart your phone.
Otherwise, uninstall and re-install the Gojek app.
If you need further information, reach out to us via in-app Help!
I faced an issue with my trip / driver.
If you need support with your past trips (including cancelled ones), simply go to Orders > choose the relevant trip > Need help > Report a driver issue > choose the issue closest to your qualm, and then send us the details. A member of our GoTroop team will get back to you as soon as possible!
I want to report misuse of the Gojek app.
Providing a quality service experience on the Gojek platform is important to us – all reports of the misuse of services on our platform are taken very seriously.
To report misuse of our services, please let us know by following these steps: tap on the menu icon > Orders > choose the relevant trip > Need help > Report a driver issue > Reporting misuse of Gojek’s services > fill up with details and submit.
I want to report an error in the pick-up/ drop-off point.
We’re working hard to improve our map and location accuracy. In the meantime, we’re really sorry for any errors or discrepancies.
If there’s an error in the pick-up or drop-off points, here’s how you can report to us:
How many passengers and items am I allowed to bring onboard?
Passengers are required to book the appropriate service option based on passenger capacity in order to comply with safety and LTA regulations.
You are recommended to store your luggage or bulky items in the car boot. However, it will be up to the drivers’ discretion to accept if you are bringing any additional luggage or bulky items. Please note that excess luggage or bulky items may also reduce the number of allowable passengers permitted to ride in the vehicle. If you are unable to fit your belongings within the dedicated space available or if the driver does not choose to accept the transportation of your excess belongings, either you or the driver will be required to cancel the trip for the safety of all passengers.
For more information on the permitted number of passengers for each service, please refer to the table below:
*1 large luggage = 27-inch luggage or 2 cabin-sized luggage
GoTaxi seating capacity:
I want to tip the driver.
As of 4th April 2023, customers can tip drivers using the new tipping feature (only available on version 4.65 onwards).
100% of the tip will go to your driver. You may tip your driver during or after the trip if you wish. Cashless tips are limited to $50 per tip, with a minimum tip of $1 capped at twice per trip. You can tip your driver with cash, although your Gojek app would not track cash tips.
Here’s how to tip after your ride:
1. Tap on “Tip your driver”
2. Pick the tip amount or enter your own amount
3. Select the payment method
4. Tap on “Tip driver”
I was in an accident and someone was injured.
If you were involved in an accident, follow the following steps:
Here's how you can report to us:
On your Gojek app > Main Menu > Help Center > Safety & Emergency > I was in a car accident
I was in an accident but no one was injured.
If you were involved in an accident, follow the following steps:
Here's how you can report to us:
On your Gojek app > Main Menu > Help Center > Safety & Emergency > I was in a car accident
Is there any personal accident insurance coverage on Gojek?
Yes, you will be covered as part of the driver-partner’s commercial insurance while you’re on the trip – from the time of your request to your drop-off.
Staying safe from scams and phishing.
We implement strict data protection measures based on applicable laws and industry best practices – providing greater safety for everyone on the platform.
What we do to protect you:
Here’s some things to know:
If you have any issues or receive a suspicious request, here's how you can reach us:
On your Gojek app > Main Menu > Help Center > Safety & Emergency > Staying safe from scams and phishing
What is the free accident coverage?
The free accident coverage is a protection plan powered by Marsh and underwritten by AIG. It protects all passengers throughout the duration of their trip.
What are the benefits?
Medical expenses of up to S$1,000
This will be provided if the passenger gets into an accident and sustains an injury that requires medical treatment. Coverage includes hospitalization and medication.
Permanent disability and fatality coverage of up to S$15,000
If a passenger gets into an accident during the trip and suffers from loss of limb or body part function – as well as has been declared permanently disabled by the doctor –, AIG will pay the lump sum benefit as per the policy schedule.
Who gets covered by the insurance?
Anyone who has booked a GoCar and GoTaxi ride with a Gojek account, along with fellow passengers in the car, will be covered.
How do I make a claim?
You can initiate a claim by sending an email to Claims.SGGojek@marsh.com, indicating that you were on a trip with Gojek at time of accident. You will be provided with a claim form to collect more information.
What are the documents needed for submitting a claim?
To make a claim, you will have to have the following documents ready:
When do I make the claim?
Claims should be made no later than 30 days after the incident.
How long does it take to process a claim?
Upon submission, your claim will be reviewed by AIG. Once it has been marked complete, it will be ready for processing.
You will receive the benefits of reimbursement in the following time after all necessary documents have been provided:
How can I check the status of my claim?
All details and links will be included in the email reply from AIG, so make sure to check your inbox regularly.
Get to know RideShield
For Group Personal Accident Policy Product Summary, please click here.
Which service types are eligible for RideShield?
GoCar, GoCar XL, GoCar Premium, and GoTaxi are eligible for RideShield coverage.
Who is eligible for RideShield?
To be eligible for RideShield, you must activate RideShield before booking your Gojek ride.
You and your accompanying passenger(s) will also be covered if they are in the same Gojek ride as you, or in a Gojek ride booked by you, provided you have opted in for RideShield.
Where can I see my RideShield status?
Click on the shield icon on the estimate screen to check your RideShield status.
Can I opt out of RideShield?
Yes, you can opt out any time before you book a ride if you have previously activated RideShield. You can also do so in the following way.
On your mobile device:
When do I qualify for the S$5 late pickup voucher?
You qualify if your pick-up is delayed for more than 10 minutes after your driver’s initial ETA. After you complete the eligible ride that was delayed, you’ll receive the voucher in your app.
I’ve opted in but a fee wasn’t charged. Am I still covered?
If this happens, it means that your ride is not eligible for RideShield.
Which Insurer underwrites the complimentary personal accident insurance coverage for RideShield?
The complimentary personal accident insurance policy is underwritten by AIG Asia Pacific Insurance Pte Ltd and brokered through Marsh (Singapore) Pte Ltd. Gojek is the policyholder and you will receive the benefits as the insured person.
How do I make a claim?
If you or your legal representative and/or your accompanying passenger(s) or their legal representative wishes to make a claim, please send an email to Claims.SGGojek@marsh.com, indicating that you were on trip with GoJek at the time of the accident. You will be provided with a claim form. Please fill in the claim form with complete and accurate information. If you do not do so, your claim may be denied. The claims procedure can be found in the product summary.
Can my driver see my mobile number?
The Gojek app is equipped with a privacy feature called number masking. With the exception of some international calls, any calls you make through our platform will not show your mobile number.
*Number masking may not apply for some international calls.
Can I call the driver using another number?
If you are on a phone running on Dual SIM, number masking still works the same way. All you need to do is while on the order screen, tap on Call > Change > enter your alternate mobile number > Call with this number > call the driver as usual.
Can I share my Gojek account with others?
Unfortunately, no. For the safety of users on Gojek, every user must have their own account, with a unique phone number and email address registered.
Can I use Gojek in other countries?
Yes! The Gojek app works wherever we operate, i.e. Indonesia, Singapore, Vietnam, and more to come!
Why can’t I log in to my Gojek account?
Please drop us an email at support.sg@gojek.com and we’ll help you get it fixed as soon as we can!
I’ve changed my phone number and want to update my contact details.
If you are logged into your account on the app, simply click on the icon on the top left of your home screen and go to My Account > tap on the pencil icon > Change Phone Number or Email.
If you are currently unable to log in, you can drop us an email at support.sg@gojek.com and we’ll help you out with the process. It is important to note that you should not be creating a new account as you are waiting!
I think I was wrongfully suspended and would like to appeal this suspension.
Write in to us via the app if you’d like to appeal your suspension. On your Gojek app, simply tap on Main Menu > Help Center > Account > I would like to appeal my suspension, then send in a message with all the relevant details.
I want to delete my Gojek account.
We’re sad to see you go! If you’re sure you’d like to deactivate your account, please contact us via in-app help and we’ll assist you in the process.
Here's how you can reach us:
On your Gojek app > Main Menu > Help Center > Account > I want to deactivate my Gojek Account.
What is Business profile?
With the new business profile feature, you can separate your personal and work trips, track, manage, and get periodic reports. Click gjk.sg/gbp to read on.
Business profile highlights available to all Gojek users
Note: The trip cannot be tagged "Business" if you forgot to tag it when you book.
For existing GoCorp users, your Gojek rides paid with “GoCorp” will be directly charged to your company. Therefore, you don’t need to create an individual profile to claim your transport expenses.
If you’re interested in signing up for a GoCorp account on behalf of your company, register here, www.gojek.com/sg/gocorp.
How to set up Business profile?
Here’s how to set up your business profile
You are good to go and ready to use your business profile!
How to download business trip reports?
Here’s how to download a business trip report
Click Download report
How to delete business profile?
Before you proceed to delete your business profile, please note that you won’t be able to recover your business profile and all business trip tags will be permanently deleted. Make sure you’ve downloaded your trip report because after deletion, you won’t be able to download it anymore.
Here’s how to delete your business profile
This process will not delete your Gojek account, and you will still be able to access your complete trip details in order history.
I can’t create business profile or find activate button
Are you on Gojek App version 4.57 or later?
Update to the latest version to start using Business Profile.
Are you already a registered GoCorp user?
You won’t be able to create an individual business profile if you’re an existing GoCorp user. Please remember to select GoCorp as a payment method whenever you book rides for business.
One individual business profile per Gojek account
You cannot create multiple individual business profiles in a single Gojek account.
Other issues
If you’re not a GoCorp user nor created an individual business profile but unable to create a business profile, please reach out to us with the in-app form. Alternatively, drop us an email at support.sg@gojek.com.
What is an IVRD?
An IVRD is an In-Vehicle Recording Device that private-hire drivers are allowed to opt in for. These devices are authorized by the LTA, could help promote safety for both customers and drivers on our platform, and resolve disputes should they arise.
Recordings are only accessible by authorized data controllers and kept only for 7 days.
How do I know if my driver has an IVRD?
We’ll let you know the minute you’re matched with a driver if the vehicle is equipped with an IVRD. That way, you will be able to cancel and be rematched to another vehicle if you’d like.
If I don’t want to ride a vehicle with an IVRD, can I cancel the trip?
Yes, you’re free to cancel the trip if you aren’t comfortable with the IVRD.
Can I request for the IVRD to be switched off if I am not comfortable with it while on the ride?
No – please cancel as soon as you get matched with an IVRD-equipped car.
How long are these recordings stored?
IVRD recordings are kept for a maximum of seven days in order to reduce the risk of misuse of the recordings. These are only accessible by LTA-authorized data controllers.
Can I request for the IVRD recording for my dispute with the driver?
Both drivers and customers are encouraged to lodge a report to relevant authorities, Singapore Police Force (SPF) and/or Land Transport Authority (LTA). Only these authorities are allowed access to these recordings.
What are Gojek’s community guidelines?
At Gojek, we’re dedicated to creating an enjoyable and safe environment for everyone on our platform – but we can’t do this without your help! These community guidelines serve as a standard for how users within the Gojek community can ensure a pleasant experience for everyone sharing a ride or the roads. Users can lose access if they don’t follow these community guidelines.
Before the ride
Request when you’re ready
Our drivers rely on ride requests for earnings. Be sure to request for one only when you’re ready, and cancel only if absolutely necessary. Note that you may be charged a cancellation fee to compensate for your drivers’ efforts.
Communicate with your driver
As soon as you’re booking a GoCar, be sure to let your driver know if you are:
Choose the right pick-up point
Select pick-up and drop-off points only in areas that are permitted, i.e. lobbies, designated spots, etc.
Choose the right payment mode
Check your payment mode (including any vouchers applied) before booking. Later on, confirm the final fare (including any tolls) before alighting. Always pay the correct fare as displayed on the Gojek app.
During the ride
Stay safe
Safety is of utmost importance in Gojek, which means users must follow road laws at all times. Make sure to use pick-up and drop-off points that are permitted. Don’t ask drivers to go faster than the speed limit and minimize all distractions when the vehicle is moving. For added security, confirm the driver’s identity before entering the vehicle too.
Keep clean
The vehicle is a shared space – remember to keep it clean! Smoking is also strictly prohibited.
After the ride
Be honest
Gojek follows a 1- to 5-star rating approach, with 5 being the best. Both customers and drivers are invited to send their ratings and feedback after every trip. We’d love for everyone to be honest with how they feel – this helps us improve our services for the entire Gojek community!
At all times
Respect each other
As the general rule goes: treat each other the same way you’d like to be treated. Be respectful and polite at all times. Gojek does not condone any form of conduct – physical, verbal, virtual, or otherwise – that is insulting, intimidating, harassing, or discriminatory. If you encounter any issues of such nature, please refrain from engaging in altercations and follow these steps instead.
Avoid fraudulent activity
Accounts associated with fraudulent activity or misuse of the Gojek app may be deactivated. These activities include abusing promotions and creating duplicate accounts and collusion with drivers. Accounts suspected to be involved in fraudulent activity or misuse of the Gojek app will be suspended or deactivated.
Lost and Found
Help! I’ve left something behind.
If you’ve lost an item on a trip, you can try one of the following ways to get your belongings back.
We strongly encourage you to provide a token of $15 to your driver for their time and effort in returning the item.
First way: Message your driver with post-trip chat
Here's where you can find post-trip chat that will be available for 2 hours following trip completion:
If your driver is not responsive they may be on a trip – please wait and try again in a few hours. Alternatively, please try the second or third way.
Second way: Call your driver directly
Here's how you can call your driver:
Third way: Click +65 3135 3136 to call the driver
If the driver did not pick up the call, don't worry. Gojek Care will send an SMS to both you and the driver so you can get in touch.
As the drivers are busy on the road, please wait patiently before calling again within the 12 hours expiration of the number sent to you.
Fourth way: Click gjk.sg/lostitem to submit a form
Note that Gojek will not be held responsible for the condition in which lost items are returned to GoHub. In this case, “lost items” can refer to any forgotten, misplaced, or abandoned item including personal electronic devices, wallets, cash, keys, documents, luggage, etc.
Perishable items will be disposed of immediately due to health and safety reasons – along with its container. All lost items will be kept for 3 months, then disposed of or donated.
GoCar
Get to know GoCar.
GoCar is a service that matches riders with the nearest available private-hire vehicle. All the vehicles and driver-partners on our platform are commercially licensed.
How much does a GoCar trip cost?
Fares are calculated based on trip distance, dynamic pricing may apply for specific hours and areas. Be sure to check the app for a price estimate when you’re ready to request for a trip!
A platform fee of $0.70 is also applied to every trip.
Additional charges such as ERP may also apply.
Does GoCar currently offer trips for families with children?
Yes! If you're traveling with a child (4-7 years old) between 1m to 1.35m in height, you can book GoCar Kids, GoCar Kids XL, or GoTaxi.
However, if you have your own child car seat, feel free to book a ride and let your driver know as soon as you get matched with them!
Does GoCar have a service for pets?
We do not have a separate service for riders traveling with pets at the moment. If you’re bringing your pets out, such requests are at the drivers’ discretion. Make sure you secure confirmation from the driver that they are comfortable with pets via the in-app chat or phone call, the driver will respond only when it’s safe to do so. However, if the driver doesn’t accept, riders will have to cancel the trip.
Can I book a trip to send items?
We’re working on it! Meanwhile, if you'll need to send items, please look for another way.
Can I make changes to my trip?
If you’re currently on a single-destination trip, you can still make edits to your drop-off point! Your fares will be calculated and adjusted according to distance.
However, If you are on a multi-destination trip, you will not be able to edit the drop-off points.
Can I make a multi-destination booking?
You may make up to 3 stops for every trip with Gojek. You will need to confirm the sequence of the drop-off points before booking, as there will be no changes allowed after your trip has been accepted.
Your fares will be based on the total distance of the trip. You will be shown the total price before booking a ride, as per usual – so no surprise charges at all.
I want to cancel my trip booking.
If you no longer need a GoCar, you can cancel your ride request. Note that you may be charged a cancelation fee depending on when you make your cancelation.
GoTaxi
Get to know GoTaxi
GoTaxi is a service that matches customers with the nearest available taxi. All taxis and driver-partners on the Gojek platform are commercially licensed.
How much does a GoTaxi trip cost?
GoTaxi charges a S$0.70 platform fee on top of what is priced according to the taxi company’s meter. For more information on taxi fares, click here.
Can I use GoTaxi for a trip with many stops?
Because the multi-destination function is not available with GoTaxi, you’ll have to ask your driver. If they say yes, your updated fares will follow the meter.
I made a mistake. Can I change my destination?
Unfortunately, because the edit destination function is not available with GoTaxi, you’ll have to ask your driver personally. If they say yes, your updated fares will follow the meter.
I made a booking with GoCar instead. Can I change it to GoTaxi?
There are no options to switch between both options once you’ve booked, but you can cancel your GoCar booking and order a GoTaxi instead. Note that the usual cancellation fees still may apply.
GoCar XL
Can I use GoCar XL for a trip with multiple stops?
Yes, absolutely.
Can I change my pickup/drop-off points with a GoCar XL trip?
Yes. Pickup and drop-off work the same way on GoCar XL as they do with other services on Gojek.
How much does a GoCar XL trip cost?
A typical GoCar XL trip may cost 30–60% higher than a GoCar one. Like GoCar, this fare is based on distance and dynamic pricing. Note that additional charges (e.g. ERP) may apply.
Are GoCarXL rides covered with insurance?
As with other services, all drivers and passengers are protected with free accident coverage powered by Marsh and underwritten by AIG. For more information, click here.
Vouchers and Promotion
Does Gojek give out discounts?
Yes, we do! Follow us on Facebook, Instagram and Gjk.sg for seasonal promo codes.
Occasionally, we’ll drop off vouchers straight into your account too!
How do I refer my friends?
Refer a friend and earn ride vouchers are currently unavailable, but you can invite them to Gojek anyway:
What is a GoCar Pass?
GoCar Passes are sets of discounted vouchers for use with GoCar – all of which are valid over a fixed period of time.
Fret not if you receive a different subscription as your friend - it's based on how you travel! To check if it's available, simply visit Promos on your Gojek app. Make sure that your version is 4.17.0 or above!
Can I use vouchers for cancellation fees?
No – vouchers can only be applied on the fare. You will have to bear the cost of any additional charges, including ERP and cancellation fees.
Please note that the value of any voucher is applicable only for one trip. Any remaining value will not be carried forward to subsequent trips.
My promo code/voucher did not work.
Any voucher that can be applied to your trip request is eligible will automatically be applied.
If you prefer to use a different voucher or promo code, you must enter it before requesting a trip. The value of any voucher or promo code is applicable only for one trip – any remaining value disappears and will not apply to any following trips.
Your promo code or voucher may not have been applied because of its expiry. To view the full terms and conditions for your vouchers, visit My Vouchers under the button on the top left of your home screen.
It seems like my vouchers are missing.
This might be because your vouchers are already expired. Make sure to take note of the expiry date of your vouchers.
Just in case. If you think this is a mistake, here's how you can write to us:
Fares and Charges
Are there any other charges?
Do I pay a fee if my journey goes through an ERP?
Any ERP charges incurred during the trip – from pick-up to drop-off – are borne by the customer.
This amount is not included in the upfront pricing/base fare, and will instead be added at the end of the trip by your driver-partner.
Are there charges if my pick-up/drop-off location is in Sentosa?:
*This may not be applicable during COVID-19
Are there any charges if I edit my destination?
$3 for GoCar / $5 GoCar Premium + Adjusted fare if distance is further
If you are on a multi-destination trip, you will not be able to edit the drop-off points.
How to set up payment?
You can add any of the following payment methods:
Remember to choose your preferred payment method for a hassle-free payment process during your next ride.
You can add a credit/debit card with the following steps:
Alternatively, you can remove your credit/debit card, with the following steps:
There will be a pre-authorisation charge when you add a new card:
The charge is a pre-authorisation process that happens every time you add a new credit/debit card. This helps us to ensure that the credit/debit card is active and valid.
Not to worry, the charge will be reversed within 30 days of the successful credit/debit card addition.
How do I switch my payment method on my booking screen?
I was charged before the trip started.
Fret not – this could likely be the amount that was simply on hold before the trip. You will only be charged the full amount onto your card once the trip is completed.
If, however, you think you were charged more than once, here's how you can reach out to us:
Will I be charged for canceling a trip?
Here are the situations you will be charged a cancellation fee:
I’ve been wrongly charged a cancellation fee.
Not to worry – if you believe you’ve been wrongly charged, write in to us via in-app help and we’ll help sort it with a reimbursement if necessary!
Here's how:
I forgot to pay/underpaid for my cash trip.
Not to worry! We’ll help sort this out for you.
Simply follow these steps:
How do I make payment for an outstanding balance?
If you are paying by cash on your next trip, any outstanding balance from previous trips will be included in the final amount you will have to pass on to your driver.
If you are paying with a card, you’ll have to charge it onto your card and clear the payment before booking your next trip. If the payment is unsuccessful after multiple tries, try changing your payment method or add a new credit/debit card to your account.
Where can I get a receipt?
If your email address is added and verified on the Gojek platform, a receipt will be sent to your account automatically after every completed trip. Sometimes this ends up in spam, so make sure to check that too.
Here's how to get a receipt reissued:
If you'd like to request for a consolidated receipt, simply follow these steps:
Order experience
Help! My driver did not match the profile as seen on my app.
If there has been discrepancies between the details shown on your app and the driver or vehicle that is picking you up, please let us know via in-app help!
Here's how:
Main Menu > Help Center > Order Experience > My driver did not match the profile in my app.
Help! My driver completed the trip without picking me up.
So sorry to hear this – please follow the steps below to report this incident:
On the app, tap on the menu icon > Orders > choose the relevant trip > rate your driver (two stars and below) > tap on Did not pick up.
We’ll help you sort it out from there!
I am facing issues with the app.
If you’re using an Android phone, follow these steps:
Go to your phone’s Settings > Apps > Gojek > Storage > Clear cache.
For iOS users:
Kill the Gojek app, then restart your phone.
Otherwise, uninstall and re-install the Gojek app.
If you need further information, reach out to us via in-app Help!
I faced an issue with my trip / driver.
If you need support with your past trips (including cancelled ones), simply go to Orders > choose the relevant trip > Need help > Report a driver issue > choose the issue closest to your qualm, and then send us the details. A member of our GoTroop team will get back to you as soon as possible!
I want to report misuse of the Gojek app.
Providing a quality service experience on the Gojek platform is important to us – all reports of the misuse of services on our platform are taken very seriously.
To report misuse of our services, please let us know by following these steps: tap on the menu icon > Orders > choose the relevant trip > Need help > Report a driver issue > Reporting misuse of Gojek’s services > fill up with details and submit.
I want to report an error in the pick-up/ drop-off point.
We’re working hard to improve our map and location accuracy. In the meantime, we’re really sorry for any errors or discrepancies.
If there’s an error in the pick-up or drop-off points, here’s how you can report to us:
How many passengers and items am I allowed to bring onboard?
Passengers are required to book the appropriate service option based on passenger capacity in order to comply with safety and LTA regulations.
You are recommended to store your luggage or bulky items in the car boot. However, it will be up to the drivers’ discretion to accept if you are bringing any additional luggage or bulky items. Please note that excess luggage or bulky items may also reduce the number of allowable passengers permitted to ride in the vehicle. If you are unable to fit your belongings within the dedicated space available or if the driver does not choose to accept the transportation of your excess belongings, either you or the driver will be required to cancel the trip for the safety of all passengers.
For more information on the permitted number of passengers for each service, please refer to the table below:
*1 large luggage = 27-inch luggage or 2 cabin-sized luggage
GoTaxi seating capacity:
I want to tip the driver.
As of 4th April 2023, customers can tip drivers using the new tipping feature (only available on version 4.65 onwards).
100% of the tip will go to your driver. You may tip your driver during or after the trip if you wish. Cashless tips are limited to $50 per tip, with a minimum tip of $1 capped at twice per trip. You can tip your driver with cash, although your Gojek app would not track cash tips.
Here’s how to tip after your ride:
1. Tap on “Tip your driver”
2. Pick the tip amount or enter your own amount
3. Select the payment method
4. Tap on “Tip driver”
Accident and Safety
I was in an accident and someone was injured.
If you were involved in an accident, follow the following steps:
Here's how you can report to us:
On your Gojek app > Main Menu > Help Center > Safety & Emergency > I was in a car accident
I was in an accident but no one was injured.
If you were involved in an accident, follow the following steps:
Here's how you can report to us:
On your Gojek app > Main Menu > Help Center > Safety & Emergency > I was in a car accident
Is there any personal accident insurance coverage on Gojek?
Yes, you will be covered as part of the driver-partner’s commercial insurance while you’re on the trip – from the time of your request to your drop-off.
Staying safe from scams and phishing.
We implement strict data protection measures based on applicable laws and industry best practices – providing greater safety for everyone on the platform.
What we do to protect you:
Here’s some things to know:
If you have any issues or receive a suspicious request, here's how you can reach us:
On your Gojek app > Main Menu > Help Center > Safety & Emergency > Staying safe from scams and phishing
Free accident coverage
What is the free accident coverage?
The free accident coverage is a protection plan powered by Marsh and underwritten by AIG. It protects all passengers throughout the duration of their trip.
What are the benefits?
Medical expenses of up to S$1,000
This will be provided if the passenger gets into an accident and sustains an injury that requires medical treatment. Coverage includes hospitalization and medication.
Permanent disability and fatality coverage of up to S$15,000
If a passenger gets into an accident during the trip and suffers from loss of limb or body part function – as well as has been declared permanently disabled by the doctor –, AIG will pay the lump sum benefit as per the policy schedule.
Who gets covered by the insurance?
Anyone who has booked a GoCar and GoTaxi ride with a Gojek account, along with fellow passengers in the car, will be covered.
How do I make a claim?
You can initiate a claim by sending an email to Claims.SGGojek@marsh.com, indicating that you were on a trip with Gojek at time of accident. You will be provided with a claim form to collect more information.
What are the documents needed for submitting a claim?
To make a claim, you will have to have the following documents ready:
When do I make the claim?
Claims should be made no later than 30 days after the incident.
How long does it take to process a claim?
Upon submission, your claim will be reviewed by AIG. Once it has been marked complete, it will be ready for processing.
You will receive the benefits of reimbursement in the following time after all necessary documents have been provided:
How can I check the status of my claim?
All details and links will be included in the email reply from AIG, so make sure to check your inbox regularly.
RideShield
Get to know RideShield
For Group Personal Accident Policy Product Summary, please click here.
Which service types are eligible for RideShield?
GoCar, GoCar XL, GoCar Premium, and GoTaxi are eligible for RideShield coverage.
Who is eligible for RideShield?
To be eligible for RideShield, you must activate RideShield before booking your Gojek ride.
You and your accompanying passenger(s) will also be covered if they are in the same Gojek ride as you, or in a Gojek ride booked by you, provided you have opted in for RideShield.
Where can I see my RideShield status?
Click on the shield icon on the estimate screen to check your RideShield status.
Can I opt out of RideShield?
Yes, you can opt out any time before you book a ride if you have previously activated RideShield. You can also do so in the following way.
On your mobile device:
When do I qualify for the S$5 late pickup voucher?
You qualify if your pick-up is delayed for more than 10 minutes after your driver’s initial ETA. After you complete the eligible ride that was delayed, you’ll receive the voucher in your app.
I’ve opted in but a fee wasn’t charged. Am I still covered?
If this happens, it means that your ride is not eligible for RideShield.
Which Insurer underwrites the complimentary personal accident insurance coverage for RideShield?
The complimentary personal accident insurance policy is underwritten by AIG Asia Pacific Insurance Pte Ltd and brokered through Marsh (Singapore) Pte Ltd. Gojek is the policyholder and you will receive the benefits as the insured person.
How do I make a claim?
If you or your legal representative and/or your accompanying passenger(s) or their legal representative wishes to make a claim, please send an email to Claims.SGGojek@marsh.com, indicating that you were on trip with GoJek at the time of the accident. You will be provided with a claim form. Please fill in the claim form with complete and accurate information. If you do not do so, your claim may be denied. The claims procedure can be found in the product summary.
Account and Privacy
Can my driver see my mobile number?
The Gojek app is equipped with a privacy feature called number masking. With the exception of some international calls, any calls you make through our platform will not show your mobile number.
*Number masking may not apply for some international calls.
Can I call the driver using another number?
If you are on a phone running on Dual SIM, number masking still works the same way. All you need to do is while on the order screen, tap on Call > Change > enter your alternate mobile number > Call with this number > call the driver as usual.
Can I share my Gojek account with others?
Unfortunately, no. For the safety of users on Gojek, every user must have their own account, with a unique phone number and email address registered.
Can I use Gojek in other countries?
Yes! The Gojek app works wherever we operate, i.e. Indonesia, Singapore, Vietnam, and more to come!
Why can’t I log in to my Gojek account?
Please drop us an email at support.sg@gojek.com and we’ll help you get it fixed as soon as we can!
I’ve changed my phone number and want to update my contact details.
If you are logged into your account on the app, simply click on the icon on the top left of your home screen and go to My Account > tap on the pencil icon > Change Phone Number or Email.
If you are currently unable to log in, you can drop us an email at support.sg@gojek.com and we’ll help you out with the process. It is important to note that you should not be creating a new account as you are waiting!
I think I was wrongfully suspended and would like to appeal this suspension.
Write in to us via the app if you’d like to appeal your suspension. On your Gojek app, simply tap on Main Menu > Help Center > Account > I would like to appeal my suspension, then send in a message with all the relevant details.
I want to delete my Gojek account.
We’re sad to see you go! If you’re sure you’d like to deactivate your account, please contact us via in-app help and we’ll assist you in the process.
Here's how you can reach us:
On your Gojek app > Main Menu > Help Center > Account > I want to deactivate my Gojek Account.
Business profile
What is Business profile?
With the new business profile feature, you can separate your personal and work trips, track, manage, and get periodic reports. Click gjk.sg/gbp to read on.
Business profile highlights available to all Gojek users
Note: The trip cannot be tagged "Business" if you forgot to tag it when you book.
For existing GoCorp users, your Gojek rides paid with “GoCorp” will be directly charged to your company. Therefore, you don’t need to create an individual profile to claim your transport expenses.
If you’re interested in signing up for a GoCorp account on behalf of your company, register here, www.gojek.com/sg/gocorp.
How to set up Business profile?
Here’s how to set up your business profile
You are good to go and ready to use your business profile!
How to download business trip reports?
Here’s how to download a business trip report
Click Download report
How to delete business profile?
Before you proceed to delete your business profile, please note that you won’t be able to recover your business profile and all business trip tags will be permanently deleted. Make sure you’ve downloaded your trip report because after deletion, you won’t be able to download it anymore.
Here’s how to delete your business profile
This process will not delete your Gojek account, and you will still be able to access your complete trip details in order history.
I can’t create business profile or find activate button
Are you on Gojek App version 4.57 or later?
Update to the latest version to start using Business Profile.
Are you already a registered GoCorp user?
You won’t be able to create an individual business profile if you’re an existing GoCorp user. Please remember to select GoCorp as a payment method whenever you book rides for business.
One individual business profile per Gojek account
You cannot create multiple individual business profiles in a single Gojek account.
Other issues
If you’re not a GoCorp user nor created an individual business profile but unable to create a business profile, please reach out to us with the in-app form. Alternatively, drop us an email at support.sg@gojek.com.
In-Vehicle Recording Device (IVRD)
What is an IVRD?
An IVRD is an In-Vehicle Recording Device that private-hire drivers are allowed to opt in for. These devices are authorized by the LTA, could help promote safety for both customers and drivers on our platform, and resolve disputes should they arise.
Recordings are only accessible by authorized data controllers and kept only for 7 days.
How do I know if my driver has an IVRD?
We’ll let you know the minute you’re matched with a driver if the vehicle is equipped with an IVRD. That way, you will be able to cancel and be rematched to another vehicle if you’d like.
If I don’t want to ride a vehicle with an IVRD, can I cancel the trip?
Yes, you’re free to cancel the trip if you aren’t comfortable with the IVRD.
Can I request for the IVRD to be switched off if I am not comfortable with it while on the ride?
No – please cancel as soon as you get matched with an IVRD-equipped car.
How long are these recordings stored?
IVRD recordings are kept for a maximum of seven days in order to reduce the risk of misuse of the recordings. These are only accessible by LTA-authorized data controllers.
Can I request for the IVRD recording for my dispute with the driver?
Both drivers and customers are encouraged to lodge a report to relevant authorities, Singapore Police Force (SPF) and/or Land Transport Authority (LTA). Only these authorities are allowed access to these recordings.
Community guidelines
What are Gojek’s community guidelines?
At Gojek, we’re dedicated to creating an enjoyable and safe environment for everyone on our platform – but we can’t do this without your help! These community guidelines serve as a standard for how users within the Gojek community can ensure a pleasant experience for everyone sharing a ride or the roads. Users can lose access if they don’t follow these community guidelines.
Before the ride
Request when you’re ready
Our drivers rely on ride requests for earnings. Be sure to request for one only when you’re ready, and cancel only if absolutely necessary. Note that you may be charged a cancellation fee to compensate for your drivers’ efforts.
Communicate with your driver
As soon as you’re booking a GoCar, be sure to let your driver know if you are:
Choose the right pick-up point
Select pick-up and drop-off points only in areas that are permitted, i.e. lobbies, designated spots, etc.
Choose the right payment mode
Check your payment mode (including any vouchers applied) before booking. Later on, confirm the final fare (including any tolls) before alighting. Always pay the correct fare as displayed on the Gojek app.
During the ride
Stay safe
Safety is of utmost importance in Gojek, which means users must follow road laws at all times. Make sure to use pick-up and drop-off points that are permitted. Don’t ask drivers to go faster than the speed limit and minimize all distractions when the vehicle is moving. For added security, confirm the driver’s identity before entering the vehicle too.
Keep clean
The vehicle is a shared space – remember to keep it clean! Smoking is also strictly prohibited.
After the ride
Be honest
Gojek follows a 1- to 5-star rating approach, with 5 being the best. Both customers and drivers are invited to send their ratings and feedback after every trip. We’d love for everyone to be honest with how they feel – this helps us improve our services for the entire Gojek community!
At all times
Respect each other
As the general rule goes: treat each other the same way you’d like to be treated. Be respectful and polite at all times. Gojek does not condone any form of conduct – physical, verbal, virtual, or otherwise – that is insulting, intimidating, harassing, or discriminatory. If you encounter any issues of such nature, please refrain from engaging in altercations and follow these steps instead.
Avoid fraudulent activity
Accounts associated with fraudulent activity or misuse of the Gojek app may be deactivated. These activities include abusing promotions and creating duplicate accounts and collusion with drivers. Accounts suspected to be involved in fraudulent activity or misuse of the Gojek app will be suspended or deactivated.