GOJEK

Help Centre

Help Centre

Customer Help

GoCar
GoTaxi
Account
Fares and vouchers
Bundles
Payment
Support
Accident and safety
In-Vehicle Recording Device (IVRD)
Free accident coverage
Community guidelines

What is 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 licenced.

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.

What is dynamic pricing?

Dynamic pricing helps assure both supply and demand are balanced – this means better waiting times for both you and our drivers, and affordable rides when and where you need them. 


You may see slightly higher prices during times of high demand – a little thermometer will appear on your screen –, but we’ll make sure your rides remain competitively priced!

Is there a GoCar service for families with children?

Not yet – we’re working on it! Our drivers may not be equipped with the proper child car seat. Please look for alternative transport options in the meantime.


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 currently do not have a separate option for riders traveling with pets. However, if you are bringing your pets out, just let your driver know via the in-app chat once your request has been accepted. If the driver cancels, not to worry – we’ll match you with the next nearest vehicle. 

Can I make an advanced booking?

Not at the moment, sorry! Please book a GoCar ride only when you’re ready to depart.


Can I make a multi-destination booking with Gojek?

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.

How are multi-destination trips calculated?

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.

Help! I’ve entered the wrong drop-off point.

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.


If you are on a multi-destination trip, you will not be able to edit the drop-off points.

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.

I faced an issue with my driver/trip

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!

What is GoTaxi?

GoTaxi is a service that matches customers with the nearest available taxi. All taxis and driver-partners on the Gojek platform are commercially licenced.

How much does a GoTaxi ride cost?

GoTaxi charges a S$0.70 platform fee on top of what is priced according to the taxi company’s meter, which includes the following fares:


Flagdown fare

S$3.20–S$3.90

Booking fee

S$2.30–S$2.50 (Non-peak)

S$3.50–S$4.50 (Peak)

Trip fare / distance

S$0.22–S$0.25 for every 400M–10KM

S$0.22–S$0.25 for every 350M after 10KM

Time

S$0.22–S$0.25 for every 45s of waiting / 

idle time or less


These metered fares are also subject to peak / night-time / location surcharges and ERP. 

If the metered fare is S$10, your customer will pay a total of S$10.70.

For more 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.

How do I get started with Gojek?

  1. Create your Gojek account by entering your phone number
  2. Enter the One Time Pin (OTP) sent to your registered phone number
  3. Once verified, you’re ready to ride with us!

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.

Is there a referral program?

We do not have a referral program at the moment, but please feel free to invite friends and family to download Gojek from the Apple App Store or Android Play Store! 


In the meantime, keep your eyes open for any ongoing promotions that you may be eligible for.

Can I use Gojek in other countries?

Yes! The Gojek app works wherever we operate, i.e. Indonesia, Singapore, Thailand, 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. Simply tap on Help > 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. All you need to do is tap on Help > Account > How do I deactivate my Gojek Account?

How do I add/remove a card?

To add a credit or debit card to your account, simply tap on the menu icon > Payments > Add on the ‘Credit or debit card’ option > enter your card details > Save card.


To remove a card, tap on the menu icon > Payments > select the card you want to remove > Remove card > Yes, remove.

I was charged for adding a card.

Not to worry! This is a pre-authorization process that ensures your card is active and valid. This will be reversed within 30 days of the successful credit / debit card addition.

How do I change my payment method?

You can change your payment method on the booking screen. Simply tap on the existing payment option above the Order GoCar button, and select your prefered payment method.

Why was my card charged before the trip started?

Not to worry – Gojek sometimes places a temporary authorization hold on your payment method for the upfront trip fare. You will see a notification letting you know that the trip amount is on hold.


If your trip is cancelled, you will not be charged. You may see this charge on your bank statement, but this will be reversed within 30 days, depending on the bank.

What is the platform fee?

This is a flat fee of $0.70 that is applied on every trip. This is chargeable on top of your fare and any applicable ERP fees. The amount collected from this fee will go directly towards initiatives designed to improve the experience for both customers and drivers, so that you can have even more reliable, safe, and enjoyable rides.

Are ERP charges included in the fare?

No. At the end of the trip, your driver will enter the ERP charges incurred into the app. This will be reflected in your final receipt.


If you believe this amount was incorrectly charged, please contact us via the app. All you have to do is look at your Orders > choose the relevant trip > Need help > Report a payment issue > I want to review my fare & ERP charges, and drop in a message for us with all the relevant details.

Do I have to pay more for traveling to/from Sentosa?

Not necessarily. 


If you have a Sentosa Cove access card or Islander Pass, let your driver-partner know to use manual lanes 1 or 2 for free entry. If you are entering without these cards or passes, you will have to pay an additional entry fee. 


If you are requesting a pick-up from Sentosa, you will not be charged an entry fee. 


For more information, click here.

Will I be charged for canceling a trip?

You will be charged a $4 cancelation fee if you cancel after 5 minutes from when you’ve been matched to a driver, or as soon as your driver arrives at your pick-up location. 


If your driver cancels 5 minutes after arriving at your pick-up point, you will also be charged a cancellation fee – please be sure to book only when you’re ready!


You will not be charged if you cancel within 5 minutes from when you’ve been matched to a driver; as long as your driver hasn’t arrived at the location; or if you cancel after 5 minutes from the initial indicated ETA.

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! On your app, go to Order History > find the relevant order > Need Help > I was charged a cancellation fee and fill in the details.

Does Gojek give out discounts?

Yes, we do! Follow us on Facebook and Instagram for seasonal promo codes or vouchers. Occasionally, we’ll drop off vouchers straight into your account too.

Where do I see my vouchers/discounts?

To see if there are any vouchers in your account, simply click on the button on the top left of your home screen, then select My Vouchers.

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, write in to us via the app through Help > Payment > I have a question about vouchers > My voucher is missing.

How do I apply vouchers on my trip requests?

Applicable vouchers will be automatically applied as you request for a trip. The voucher with the earliest expiry will be used first.


If you want to use a specific voucher, simply go on to My Vouchers under the menu, then select the voucher, and click on USE NOW before booking your trip.

How do I know my voucher was applied?

An orange icon with a check mark will show up once your voucher has been applied.

Will the vouchers be applied to the total fare?

Unfortunately, vouchers and discounts can only be applied to your fare. This means that ERP charges, and cancellation fee charges will have to be paid by you.


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.

Can I use vouchers for cancelation fees?

No – vouchers can only be applied on the fare. You will have to bear the cost of any additional charges, including ERP and cancelation 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.

I paid more than what I was quoted.

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, or if you were wrongly charged fares, all you need to do is go to your app, click on Orders > choose the relevant trip > Need help > Report a payment issue > select the relevant issue > fill in the form > submit.

I have an outstanding balance from a previous trip. How do I make the payment for this?

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.

I forgot to pay/underpaid for my cash trip.

Not to worry! We’ll help sort this out for you. Simply follow these steps: tap on the menu icon > Orders > choose the relevant trip > Need help > Report a payment issue > I forgot to pay/underpaid for my cash trip > fill in the details and submit!

I want a receipt for a previous trip.

First, please ensure that your email is verified by following these steps: tap on the menu icon > My Account > Verify your email address by tapping here > VERIFY.


If you do not see this, then you’re good to go! From here, go back to the menu > Orders > choose the relevant trip > SEND RECEIPT.

I want to tip my driver.

Thank you! At the moment, tipping cannot be done with a credit card, DBS PayLah!, credits, or vouchers, but feel free to pass your driver some cash!

What is a bundle?

Bundles are sets of discounted vouchers for use with GoCar – all of which are valid over a fixed period of time.

Where can I purchase these bundles?

Bundles are available under Promos on the Gojek app. Make sure that your version is 4.17.0 or higher!

Can I buy more than one bundle?

Yes, you can purchase any bundle that has been offered to you.

How can I pay for my bundles?

You can pay for a bundle via card payment or DBS PayLah!

How soon can I get the vouchers in my Gojek app?

You will see the vouchers appear in your account immediately upon payment.

Will I get a receipt for my purchased bundles?

Yes, you will. This receipt will be sent to your email as registered with Gojek, via noreply@gojek.com

How do I use my vouchers?

Vouchers bought as bundles will appear under Promos > Vouchers on the Gojek app. All you need to do is tap on Use on the voucher on the next trip. From there, you will be redirected to the booking page, where you can key in your details to get a fare estimate. 


Make sure to use your vouchers according to the minimum spend amount and time restrictions as stated, if there are any.

What happens to my vouchers if I do not use them in time / have some leftover ones?

Unfortunately, unused vouchers will expire and disappear from your account. Make sure to read the full terms and conditions of each purchased bundle and use them in time!


Unused vouchers cannot be extended nor refunded.

Can I share my bundle vouchers with other users?

All bundles, as with Gojek accounts, cannot be shared with other Gojek customers.

My friend received a different bundle offer from me.

Different users may receive different subscriptions or bundles based on their needs and trip behaviour.

What can I use to pay for Gojek rides?

We accept most VISA and Mastercard credit/debit cards, DBS! PayLah, as well as cash. Make sure that you’ve opted for your preferred payment method before requesting for a trip!

How do I pay for a cash trip?

Upon the completion of your trip,  the final fare – including tolls and additional charges – will be shown in the app. Simply confirm this amount with your driver and pay them the amount in cash.

Where do I get a receipt for my latest trip?

If your email address is 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.


To get a receipt reissued, tap on Orders > choose the relevant trip > Send receipt. Remember to make sure your account is verified!

My credit card cannot be added!

Please ensure your card is a VISA or Mastercard credit/debit card, and that the details are correct. We’re in the midst of making sure our app accepts all other major cards – stay tuned! 

I was charged more than once for the same trip.

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, drop us an email at support.sg@gojek.com

 

Where do I get a consolidated receipt for multiple trips?

You’ll have to send in a request to the GoTroop team for help with this one! All you need to do is go to Help > Payment > I have payment-related questions > How do I request for receipts, and we’ll be able to help you out from there.

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.

Help! I’ve left something behind.

If you’ve lost an item on a trip, you can try contacting your driver via the new chat feature on the relevant order. 


This chat button is only available for 2 hours after trip completion, but you will still be able to view the chat history for up to 24 hours. If your driver is not responsive, they may be on an ongoing trip – please wait, or you may also leave your contact details for further communication. Note that you are responsible for any personal information you choose to share with your driver.


If the chat button is no longer available, please give us a call at our automated hotline by clicking here. When prompted, please provide the order number or other trip details.

 

Otherwise, for items lost more than 3 days ago, please submit a lost and- found request via gjk.sg/lost-item


In the unlikely case that your driver is misusing the chat feature, please let us know by following these steps:


Go to Order history > select relevant order > tap on Need Help > Driver issue > Reporting misuse of Gojek’s services > Driver is misusing call/chat function > fill up the form and submit.

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 have other feedback/comments on the Gojek app and/or services.

We’d love to hear from you – please write in to us via the app. All you need to do is click on Orders > choose the relevant trip > Need help > I want to give feedback > I want to give feedback, and fill in the form.

Can my driver see my mobile number?

The Gojek app is equipped with a privacy feature called number masking – any calls you make through our platform will be disguised with a placeholder number, so your privacy is ensured.

I was picked up in a different vehicle than what was shown on my app.

If there has been discrepancies between the details shown on your app and the vehicle that is picking you up, please let us know via in-app help! All you need to do is let us know of the details by tapping on Orders > choose the relevant trip > Need help > Report a vehicle issue > My driver’s vehicle plate number was different.

Help! My driver did not match the profile as seen on my app.

If the driver does not match the profile on the app, please let us know by following the steps below: tap on the menu icon > Orders > choose the relevant trip > Need help > Report a driver issue > My driver did not match the profile in my app > fill up the form and submit!

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 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.

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.

I was in an accident and someone was injured.

If you were involved in an accident, follow the following steps:

  1. Find a safe area away from the rest of the traffic.
  2. Call the police immediately (999).
  3. Collect details of parties involved, including contact numbers, vehicle plate numbers, and pictures of the accident.
  4. Seek medical attention if necessary.
  5. If you wish to file an insurance claim, please lodge a police report within 24 hours. After which, you can seek a professional advisor to pursue your claim.
  6. Report the accident to Gojek via in-app help with the relevant details.

I was in an accident but no one was injured.

If you were involved in an accident, follow the following steps:

  1. Collect details of parties involved, including contact numbers, vehicle plate numbers, and pictures of the accident.
  2. If you wish to file an insurance claim, please lodge a police report within 24 hours. After which, you can seek a professional advisor to pursue your claim.
  3. Report the accident to Gojek via in-app help with the relevant details.

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 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 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:

  • GoCar order number (as seen in Order history on your app)
  • Time and date of pick-up and drop-off
  • Names of driver and passengers
  • Vehicle licence plate number
  • Police report of accident
  • Medical report
  • Any other relevant information

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: 

  • 15–30 working days for medical expenses (if all docs are provided)
  • 90 working days on average for claims in cases of fatality

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.

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:

  1. Traveling with children – anyone below 1.35m in height will require a booster seat. Your driver might not be equipped with these. Not all our cars are equipped with this, so please make sure to let our drivers know via text or call.
  2. Bringing a pet – some of our drivers may be uncomfortable or are allergic to pets. Make sure to let your driver know in advance if your fur baby is with you!
  3. Traveling with a guide dog – our driver-partners are encouraged to accept bookings from passengers who require the aid of one.
  4. A person with disabilities and require assistance with loading and unloading bulky items (such as luggage or wheelchair).


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.

GoCar

Created with Sketch.
Created with Sketch.

What is 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 licenced.

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.

What is dynamic pricing?

Dynamic pricing helps assure both supply and demand are balanced – this means better waiting times for both you and our drivers, and affordable rides when and where you need them. 


You may see slightly higher prices during times of high demand – a little thermometer will appear on your screen –, but we’ll make sure your rides remain competitively priced!

Is there a GoCar service for families with children?

Not yet – we’re working on it! Our drivers may not be equipped with the proper child car seat. Please look for alternative transport options in the meantime.


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 currently do not have a separate option for riders traveling with pets. However, if you are bringing your pets out, just let your driver know via the in-app chat once your request has been accepted. If the driver cancels, not to worry – we’ll match you with the next nearest vehicle. 

Can I make an advanced booking?

Not at the moment, sorry! Please book a GoCar ride only when you’re ready to depart.


Can I make a multi-destination booking with Gojek?

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.

How are multi-destination trips calculated?

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.

Help! I’ve entered the wrong drop-off point.

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.


If you are on a multi-destination trip, you will not be able to edit the drop-off points.

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.

I faced an issue with my driver/trip

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!

GoTaxi

Created with Sketch.
Created with Sketch.

What is GoTaxi?

GoTaxi is a service that matches customers with the nearest available taxi. All taxis and driver-partners on the Gojek platform are commercially licenced.

How much does a GoTaxi ride cost?

GoTaxi charges a S$0.70 platform fee on top of what is priced according to the taxi company’s meter, which includes the following fares:


Flagdown fare

S$3.20–S$3.90

Booking fee

S$2.30–S$2.50 (Non-peak)

S$3.50–S$4.50 (Peak)

Trip fare / distance

S$0.22–S$0.25 for every 400M–10KM

S$0.22–S$0.25 for every 350M after 10KM

Time

S$0.22–S$0.25 for every 45s of waiting / 

idle time or less


These metered fares are also subject to peak / night-time / location surcharges and ERP. 

If the metered fare is S$10, your customer will pay a total of S$10.70.

For more 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.

Account

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Created with Sketch.

How do I get started with Gojek?

  1. Create your Gojek account by entering your phone number
  2. Enter the One Time Pin (OTP) sent to your registered phone number
  3. Once verified, you’re ready to ride with us!

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.

Is there a referral program?

We do not have a referral program at the moment, but please feel free to invite friends and family to download Gojek from the Apple App Store or Android Play Store! 


In the meantime, keep your eyes open for any ongoing promotions that you may be eligible for.

Can I use Gojek in other countries?

Yes! The Gojek app works wherever we operate, i.e. Indonesia, Singapore, Thailand, 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. Simply tap on Help > 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. All you need to do is tap on Help > Account > How do I deactivate my Gojek Account?

Fares and vouchers

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Created with Sketch.

How do I add/remove a card?

To add a credit or debit card to your account, simply tap on the menu icon > Payments > Add on the ‘Credit or debit card’ option > enter your card details > Save card.


To remove a card, tap on the menu icon > Payments > select the card you want to remove > Remove card > Yes, remove.

I was charged for adding a card.

Not to worry! This is a pre-authorization process that ensures your card is active and valid. This will be reversed within 30 days of the successful credit / debit card addition.

How do I change my payment method?

You can change your payment method on the booking screen. Simply tap on the existing payment option above the Order GoCar button, and select your prefered payment method.

Why was my card charged before the trip started?

Not to worry – Gojek sometimes places a temporary authorization hold on your payment method for the upfront trip fare. You will see a notification letting you know that the trip amount is on hold.


If your trip is cancelled, you will not be charged. You may see this charge on your bank statement, but this will be reversed within 30 days, depending on the bank.

What is the platform fee?

This is a flat fee of $0.70 that is applied on every trip. This is chargeable on top of your fare and any applicable ERP fees. The amount collected from this fee will go directly towards initiatives designed to improve the experience for both customers and drivers, so that you can have even more reliable, safe, and enjoyable rides.

Are ERP charges included in the fare?

No. At the end of the trip, your driver will enter the ERP charges incurred into the app. This will be reflected in your final receipt.


If you believe this amount was incorrectly charged, please contact us via the app. All you have to do is look at your Orders > choose the relevant trip > Need help > Report a payment issue > I want to review my fare & ERP charges, and drop in a message for us with all the relevant details.

Do I have to pay more for traveling to/from Sentosa?

Not necessarily. 


If you have a Sentosa Cove access card or Islander Pass, let your driver-partner know to use manual lanes 1 or 2 for free entry. If you are entering without these cards or passes, you will have to pay an additional entry fee. 


If you are requesting a pick-up from Sentosa, you will not be charged an entry fee. 


For more information, click here.

Will I be charged for canceling a trip?

You will be charged a $4 cancelation fee if you cancel after 5 minutes from when you’ve been matched to a driver, or as soon as your driver arrives at your pick-up location. 


If your driver cancels 5 minutes after arriving at your pick-up point, you will also be charged a cancellation fee – please be sure to book only when you’re ready!


You will not be charged if you cancel within 5 minutes from when you’ve been matched to a driver; as long as your driver hasn’t arrived at the location; or if you cancel after 5 minutes from the initial indicated ETA.

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! On your app, go to Order History > find the relevant order > Need Help > I was charged a cancellation fee and fill in the details.

Does Gojek give out discounts?

Yes, we do! Follow us on Facebook and Instagram for seasonal promo codes or vouchers. Occasionally, we’ll drop off vouchers straight into your account too.

Where do I see my vouchers/discounts?

To see if there are any vouchers in your account, simply click on the button on the top left of your home screen, then select My Vouchers.

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, write in to us via the app through Help > Payment > I have a question about vouchers > My voucher is missing.

How do I apply vouchers on my trip requests?

Applicable vouchers will be automatically applied as you request for a trip. The voucher with the earliest expiry will be used first.


If you want to use a specific voucher, simply go on to My Vouchers under the menu, then select the voucher, and click on USE NOW before booking your trip.

How do I know my voucher was applied?

An orange icon with a check mark will show up once your voucher has been applied.

Will the vouchers be applied to the total fare?

Unfortunately, vouchers and discounts can only be applied to your fare. This means that ERP charges, and cancellation fee charges will have to be paid by you.


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.

Can I use vouchers for cancelation fees?

No – vouchers can only be applied on the fare. You will have to bear the cost of any additional charges, including ERP and cancelation 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.

I paid more than what I was quoted.

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, or if you were wrongly charged fares, all you need to do is go to your app, click on Orders > choose the relevant trip > Need help > Report a payment issue > select the relevant issue > fill in the form > submit.

I have an outstanding balance from a previous trip. How do I make the payment for this?

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.

I forgot to pay/underpaid for my cash trip.

Not to worry! We’ll help sort this out for you. Simply follow these steps: tap on the menu icon > Orders > choose the relevant trip > Need help > Report a payment issue > I forgot to pay/underpaid for my cash trip > fill in the details and submit!

I want a receipt for a previous trip.

First, please ensure that your email is verified by following these steps: tap on the menu icon > My Account > Verify your email address by tapping here > VERIFY.


If you do not see this, then you’re good to go! From here, go back to the menu > Orders > choose the relevant trip > SEND RECEIPT.

I want to tip my driver.

Thank you! At the moment, tipping cannot be done with a credit card, DBS PayLah!, credits, or vouchers, but feel free to pass your driver some cash!

Bundles

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Created with Sketch.

What is a bundle?

Bundles are sets of discounted vouchers for use with GoCar – all of which are valid over a fixed period of time.

Where can I purchase these bundles?

Bundles are available under Promos on the Gojek app. Make sure that your version is 4.17.0 or higher!

Can I buy more than one bundle?

Yes, you can purchase any bundle that has been offered to you.

How can I pay for my bundles?

You can pay for a bundle via card payment or DBS PayLah!

How soon can I get the vouchers in my Gojek app?

You will see the vouchers appear in your account immediately upon payment.

Will I get a receipt for my purchased bundles?

Yes, you will. This receipt will be sent to your email as registered with Gojek, via noreply@gojek.com

How do I use my vouchers?

Vouchers bought as bundles will appear under Promos > Vouchers on the Gojek app. All you need to do is tap on Use on the voucher on the next trip. From there, you will be redirected to the booking page, where you can key in your details to get a fare estimate. 


Make sure to use your vouchers according to the minimum spend amount and time restrictions as stated, if there are any.

What happens to my vouchers if I do not use them in time / have some leftover ones?

Unfortunately, unused vouchers will expire and disappear from your account. Make sure to read the full terms and conditions of each purchased bundle and use them in time!


Unused vouchers cannot be extended nor refunded.

Can I share my bundle vouchers with other users?

All bundles, as with Gojek accounts, cannot be shared with other Gojek customers.

My friend received a different bundle offer from me.

Different users may receive different subscriptions or bundles based on their needs and trip behaviour.

Payment

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Created with Sketch.

What can I use to pay for Gojek rides?

We accept most VISA and Mastercard credit/debit cards, DBS! PayLah, as well as cash. Make sure that you’ve opted for your preferred payment method before requesting for a trip!

How do I pay for a cash trip?

Upon the completion of your trip,  the final fare – including tolls and additional charges – will be shown in the app. Simply confirm this amount with your driver and pay them the amount in cash.

Where do I get a receipt for my latest trip?

If your email address is 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.


To get a receipt reissued, tap on Orders > choose the relevant trip > Send receipt. Remember to make sure your account is verified!

My credit card cannot be added!

Please ensure your card is a VISA or Mastercard credit/debit card, and that the details are correct. We’re in the midst of making sure our app accepts all other major cards – stay tuned! 

I was charged more than once for the same trip.

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, drop us an email at support.sg@gojek.com

 

Where do I get a consolidated receipt for multiple trips?

You’ll have to send in a request to the GoTroop team for help with this one! All you need to do is go to Help > Payment > I have payment-related questions > How do I request for receipts, and we’ll be able to help you out from there.

Support

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Created with Sketch.

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.

Help! I’ve left something behind.

If you’ve lost an item on a trip, you can try contacting your driver via the new chat feature on the relevant order. 


This chat button is only available for 2 hours after trip completion, but you will still be able to view the chat history for up to 24 hours. If your driver is not responsive, they may be on an ongoing trip – please wait, or you may also leave your contact details for further communication. Note that you are responsible for any personal information you choose to share with your driver.


If the chat button is no longer available, please give us a call at our automated hotline by clicking here. When prompted, please provide the order number or other trip details.

 

Otherwise, for items lost more than 3 days ago, please submit a lost and- found request via gjk.sg/lost-item


In the unlikely case that your driver is misusing the chat feature, please let us know by following these steps:


Go to Order history > select relevant order > tap on Need Help > Driver issue > Reporting misuse of Gojek’s services > Driver is misusing call/chat function > fill up the form and submit.

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 have other feedback/comments on the Gojek app and/or services.

We’d love to hear from you – please write in to us via the app. All you need to do is click on Orders > choose the relevant trip > Need help > I want to give feedback > I want to give feedback, and fill in the form.

Accident and safety

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Created with Sketch.

Can my driver see my mobile number?

The Gojek app is equipped with a privacy feature called number masking – any calls you make through our platform will be disguised with a placeholder number, so your privacy is ensured.

I was picked up in a different vehicle than what was shown on my app.

If there has been discrepancies between the details shown on your app and the vehicle that is picking you up, please let us know via in-app help! All you need to do is let us know of the details by tapping on Orders > choose the relevant trip > Need help > Report a vehicle issue > My driver’s vehicle plate number was different.

Help! My driver did not match the profile as seen on my app.

If the driver does not match the profile on the app, please let us know by following the steps below: tap on the menu icon > Orders > choose the relevant trip > Need help > Report a driver issue > My driver did not match the profile in my app > fill up the form and submit!

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 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.

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.

I was in an accident and someone was injured.

If you were involved in an accident, follow the following steps:

  1. Find a safe area away from the rest of the traffic.
  2. Call the police immediately (999).
  3. Collect details of parties involved, including contact numbers, vehicle plate numbers, and pictures of the accident.
  4. Seek medical attention if necessary.
  5. If you wish to file an insurance claim, please lodge a police report within 24 hours. After which, you can seek a professional advisor to pursue your claim.
  6. Report the accident to Gojek via in-app help with the relevant details.

I was in an accident but no one was injured.

If you were involved in an accident, follow the following steps:

  1. Collect details of parties involved, including contact numbers, vehicle plate numbers, and pictures of the accident.
  2. If you wish to file an insurance claim, please lodge a police report within 24 hours. After which, you can seek a professional advisor to pursue your claim.
  3. Report the accident to Gojek via in-app help with the relevant details.

In-Vehicle Recording Device (IVRD)

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Created with Sketch.

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.

Free accident coverage

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Created with Sketch.

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 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:

  • GoCar order number (as seen in Order history on your app)
  • Time and date of pick-up and drop-off
  • Names of driver and passengers
  • Vehicle licence plate number
  • Police report of accident
  • Medical report
  • Any other relevant information

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: 

  • 15–30 working days for medical expenses (if all docs are provided)
  • 90 working days on average for claims in cases of fatality

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.

Community guidelines

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Created with Sketch.

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:

  1. Traveling with children – anyone below 1.35m in height will require a booster seat. Your driver might not be equipped with these. Not all our cars are equipped with this, so please make sure to let our drivers know via text or call.
  2. Bringing a pet – some of our drivers may be uncomfortable or are allergic to pets. Make sure to let your driver know in advance if your fur baby is with you!
  3. Traveling with a guide dog – our driver-partners are encouraged to accept bookings from passengers who require the aid of one.
  4. A person with disabilities and require assistance with loading and unloading bulky items (such as luggage or wheelchair).


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.