GOJEK

Help Centre

Help Centre

Customer Help

GoCar
GoTaxi
GoCar XL
Fares and Charges
Vouchers and Promotion
Order experience
Accident and Safety
Free accident coverage
Account
In-Vehicle Recording Device (IVRD)
Community guidelines

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?

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 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.

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?:

  • If you hold a Sentosa Cove access card or Sentosa Islander pass, please inform your driver-partner to use the manual lanes 1 or 2 for free entry
  • If you are requesting a pick-up in Sentosa, please note that there should not be an entry fee added to your fare
  • If you are requesting to be dropped off in Sentosa, the entry fee incurred by driver-partner will be borne by you

*This may not be applicable during COVID-19


Are there any charges if I edit my destination?

If your new destination happens to be nearer, the original fares apply. If your new destination is further away, your fares will be adjusted based on distance.

A $3 edit destination fee applies regardless of where you’re headed, as long as you’ve entered a new drop-off point.

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:

  1. Visa credit/debit card
  2. Mastercard credit/debit card
  3. American Express
  4. PayLah!
  5. Cash

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:

  1. Click main menu icon
  2. Tap on ‘Payments’
  3. Tap on ‘ADD’ beside ‘Credit or debit card’
  4. Enter your card details and Click ‘Save card’



Alternatively, you can remove your credit/debit card, with the following steps:

  1. Click main menu icon
  2. Tap on ‘Payments’
  3. Select the card you want to remove
  4. Tap on “Remove card” button
  5. When prompted, tap on ‘YES, REMOVE’



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?

  1. Above the green button that proceeds your booking
  2. Tap on ‘CASH’ /  last four digits of your credit/debit card number
  3. Select your preferred payment method.

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:

  1. Launch your Gojek app
  2. Go to Main Menu Help > Fares & Charges 
  3. Select 'I was charged before the trip started' and fill in the details.

Will I be charged for canceling a trip?

Here are the situations you will be charged a cancellation fee:

  • You cancelled the trip 5 minutes after the driver started making his way towards the pick-up location
  • You cancelled the trip after the driver arrived at your pick-up location
  • If you did not show up 5 minutes after your driver arrived at your pickup location

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:

  1. Launch your Gojek app
  2. Go to Main Menu Help > Fares & Charges 
  3. Select 'I was charged a cancellation fee' and fill in the details.

I forgot to pay/underpaid for my cash trip.

Not to worry! We’ll help sort this out for you. 


Simply follow these steps: 

  1. Launch your Gojek app
  2. Tap on Main Menu Help > Fares & Charges 
  3. Select 'I forgot to pay/underpaid for my cash trip' fill in the details and submit!

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:

  1. On your Gojek app
  2. Tap on Orders > choose the relevant trip > Send receipt


If you'd like to request for a consolidated receipt, simply follow these steps:  

  1. Launch your Gojek app
  2. Tap on Main Menu Help > Fares & Charges 
  3. Select 'I want a receipt for my trip'

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!

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?

Every new person you invite gets you a 50% ride voucher (capped @ $5) – one for you, and one for your friend.


Here’s how:

  1. Launch your Gojek app
  2. Go to Main Menu > Account
  3. Select ‘Invite Friends’
  4. Send to your friends!

For more information about referrals, refer to gjk.sg/refhelp

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:

  1. Launch your Gojek app
  2. Tap on Main Menu Help > Vouchers and Promotion
  3. Select 'My voucher is missing' fill in the details and submit!


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 $10 to your driver for their time and effort in returning the item.

 

Option 1: Contact your driver using post-trip chat

Here's how:

Under Main Menu > My Orders > History > Chat

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. Please share only the personal information you're comfortable sharing.


If the driver did not respond, try option 2 or 3.

Option 2: Click +65 3135 3136 to call the driver directly

We will connect you with the driver directly after the bot has collected your verification information.

Not to worry, if the driver did not pick the call up, the Gojek team will send a SMS to you and the driver so that 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.


Option 3: Click gjk.sg/lostitem to submit a form

Here's how:

Under Main Menu > Order Experience > I've lost an item

We will do our best to help retrieve your lost belongings!


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.

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 > 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:

  1. Launch Gojek app
  2. Go to Main Menu > Help
  3. Select Order Experience > I have a suggestion about the map or location
  4. Add in details and submit.

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.


Here's how you can report to us:

Main Menu > 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:

  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.


Here's how you can report to us:

Main Menu > 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:

  • Ensuring confidentiality and integrity of your personal information
  • Masking your phone number

Here’s some things to know:

  • Attackers may pose as a Gojek and trick you
  • Never share passwords/OTP/PIN with anyone
  • Read on to find out how to spot scams or phishing attempts

If you have any issues or receive a suspicious request, here's how you can reach us:

On your Gojek app > Main Menu > 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:

  • 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.

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.

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. 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 > I want to deactivate my Gojek Account.

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:

  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.

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?

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 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

Created with Sketch.
Created with Sketch.

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

Created with Sketch.
Created with Sketch.

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.

Fares and Charges

Created with Sketch.
Created with Sketch.

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?:

  • If you hold a Sentosa Cove access card or Sentosa Islander pass, please inform your driver-partner to use the manual lanes 1 or 2 for free entry
  • If you are requesting a pick-up in Sentosa, please note that there should not be an entry fee added to your fare
  • If you are requesting to be dropped off in Sentosa, the entry fee incurred by driver-partner will be borne by you

*This may not be applicable during COVID-19


Are there any charges if I edit my destination?

If your new destination happens to be nearer, the original fares apply. If your new destination is further away, your fares will be adjusted based on distance.

A $3 edit destination fee applies regardless of where you’re headed, as long as you’ve entered a new drop-off point.

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:

  1. Visa credit/debit card
  2. Mastercard credit/debit card
  3. American Express
  4. PayLah!
  5. Cash

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:

  1. Click main menu icon
  2. Tap on ‘Payments’
  3. Tap on ‘ADD’ beside ‘Credit or debit card’
  4. Enter your card details and Click ‘Save card’



Alternatively, you can remove your credit/debit card, with the following steps:

  1. Click main menu icon
  2. Tap on ‘Payments’
  3. Select the card you want to remove
  4. Tap on “Remove card” button
  5. When prompted, tap on ‘YES, REMOVE’



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?

  1. Above the green button that proceeds your booking
  2. Tap on ‘CASH’ /  last four digits of your credit/debit card number
  3. Select your preferred payment method.

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:

  1. Launch your Gojek app
  2. Go to Main Menu Help > Fares & Charges 
  3. Select 'I was charged before the trip started' and fill in the details.

Will I be charged for canceling a trip?

Here are the situations you will be charged a cancellation fee:

  • You cancelled the trip 5 minutes after the driver started making his way towards the pick-up location
  • You cancelled the trip after the driver arrived at your pick-up location
  • If you did not show up 5 minutes after your driver arrived at your pickup location

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:

  1. Launch your Gojek app
  2. Go to Main Menu Help > Fares & Charges 
  3. Select 'I was charged a cancellation fee' and fill in the details.

I forgot to pay/underpaid for my cash trip.

Not to worry! We’ll help sort this out for you. 


Simply follow these steps: 

  1. Launch your Gojek app
  2. Tap on Main Menu Help > Fares & Charges 
  3. Select 'I forgot to pay/underpaid for my cash trip' fill in the details and submit!

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:

  1. On your Gojek app
  2. Tap on Orders > choose the relevant trip > Send receipt


If you'd like to request for a consolidated receipt, simply follow these steps:  

  1. Launch your Gojek app
  2. Tap on Main Menu Help > Fares & Charges 
  3. Select 'I want a receipt for my trip'

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!

Vouchers and Promotion

Created with Sketch.
Created with Sketch.

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?

Every new person you invite gets you a 50% ride voucher (capped @ $5) – one for you, and one for your friend.


Here’s how:

  1. Launch your Gojek app
  2. Go to Main Menu > Account
  3. Select ‘Invite Friends’
  4. Send to your friends!

For more information about referrals, refer to gjk.sg/refhelp

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:

  1. Launch your Gojek app
  2. Tap on Main Menu Help > Vouchers and Promotion
  3. Select 'My voucher is missing' fill in the details and submit!


Order experience

Created with Sketch.
Created with Sketch.

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 $10 to your driver for their time and effort in returning the item.

 

Option 1: Contact your driver using post-trip chat

Here's how:

Under Main Menu > My Orders > History > Chat

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. Please share only the personal information you're comfortable sharing.


If the driver did not respond, try option 2 or 3.

Option 2: Click +65 3135 3136 to call the driver directly

We will connect you with the driver directly after the bot has collected your verification information.

Not to worry, if the driver did not pick the call up, the Gojek team will send a SMS to you and the driver so that 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.


Option 3: Click gjk.sg/lostitem to submit a form

Here's how:

Under Main Menu > Order Experience > I've lost an item

We will do our best to help retrieve your lost belongings!


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.

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 > 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:

  1. Launch Gojek app
  2. Go to Main Menu > Help
  3. Select Order Experience > I have a suggestion about the map or location
  4. Add in details and submit.

Accident and Safety

Created with Sketch.
Created with Sketch.

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.


Here's how you can report to us:

Main Menu > 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:

  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.


Here's how you can report to us:

Main Menu > 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:

  • Ensuring confidentiality and integrity of your personal information
  • Masking your phone number

Here’s some things to know:

  • Attackers may pose as a Gojek and trick you
  • Never share passwords/OTP/PIN with anyone
  • Read on to find out how to spot scams or phishing attempts

If you have any issues or receive a suspicious request, here's how you can reach us:

On your Gojek app > Main Menu > Safety & Emergency > Staying safe from scams and phishing

Free accident coverage

Created with Sketch.
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 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:

  • 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.

Account

Created with Sketch.
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.

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. 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 > I want to deactivate my Gojek Account.

In-Vehicle Recording Device (IVRD)

Created with Sketch.
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.

Community guidelines

Created with Sketch.
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.