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Service
Fares
Account
Payment
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Accident and Safety
Gojek Community Guidelines
In-Vehicle Recording Devices (IVRDs)

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 licensed.

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.

Can I bring pets on GoCar trips?

We currently do not have a separate option for riders travelling with pets. However, if you’re travelling with a pet, just let your driver-partner know via the in-app chat once your request has been accepted. If the driver-partner cancels, we’ll automatically match you to the next nearest vehicle.

Is there a carpool service?

Not at the moment. Currently, only GoCar is available in Singapore. We are working hard to bring you more of the Gojek services – keep your eyes peeled!

Can I make a multiple-stop booking with Gojek?

Good news! As of 20 July 2020, 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 much is a GoCar trip?

Base fare: S$3.40

Per KM: S$0.55–$0.80

Platform fee: S$0.70


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!


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!

What is the platform fee?

This is a flat fee of $0.70 that is applied on every trip. You will pay this fee on top of your fare and ERP charges (when applicable). Starting from 9 March 2020, the platform fee will be reflected in your ride receipts. The amount collected from this fee will go directly towards initiatives designed to improve the experience for customers and driver-partners, so that they can have even more reliable, safe and enjoyable rides.

Are ERP charges included in the fares?

The fare does not include ERP charges. At the end of your trip, your driver-partner will enter the ERP charges incurred into the app before completing the trip. If you believe this amount was incorrectly charged, please contact us via in-app help. All you need to do is click the button on the top left on your home screen, select Help and the appropriate options within.  


We will review the fare and make adjustments if necessary.  

My promo code/voucher did not work

Any voucher that your trip request is eligible for 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

Please contact us via in-app help, and we’d be glad to make any necessary adjustments to your fare.

I want to tip my driver

Tipping at the moment cannot be done through the app, but feel free to use cash! Credit or vouchers cannot be used to tip driver-partners.

Does Gojek give out discounts for trips?

Yes, we do! Stay tuned for occasional discounts in the form of vouchers and promo codes. To see if there are any vouchers you can use, simply click on the button on the top leftonyour home screen, then select My Vouchers.

How do I apply vouchers on my trip requests?

Not to worry – applicable vouchers will be auto-applied as you request for a trip. The voucher with the earliest expiry will be used first. 


You may choose to use a different voucher for your trip. Please go to My Vouchers, select the voucher you wish to use, and click “USE NOW” before booking your trip.

Will the vouchers be applied to the total fare?

Vouchers and discounts are only applicable to your fare amount – tolls and other charges will have to be paid in full.

Where do I see my vouchers/discounts?

To see the vouchers that you have, click on the small icon on the top-left corner of your home screen, and then tap on ‘My Vouchers’. 


How do I get started?

  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?

No, each Gojek account is unique to the phone number and email address registered. Every user on Gojek must have their own account.

Why can’t I log into my Gojek account on my phone?

Please drop us an email at support.sg@gojek.com and we’ll get back to you when we can!

How do I update my contact details?

If you are currently logged in to your account, you can click on the icon on the top left of your home page and go to My Account → Edit Profile → Change Phone Number or Email.


If you are currently unable to login, you can email us at support.sg@gojek.com, and we’ll assist you with the process. Please do not create a new account as you are waiting!

I want to delete my Gojek account

We’re sad to see you go! If you wish to deactivate your account, please contact us via in-app help, and we will assist you with the process.

What payment methods are accepted on Gojek?

We currently accept most VISA and Mastercard credit/debit cards, as well as cash. We are working on allowing other credit cards soon. 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 him/her the amount in cash.

My credit card cannot be added!

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

Is there phone support?

Unfortunately, no. But you can still reach out to our team via in-app help, or write in at support.sg@gojek.com

Help! I’ve left something behind.

Please contact our automated lost-and-found hotline at +65 3135 3136 (this number is only for lost-and-found-related support). Make sure to have the following pieces of information ready: your Gojek-registered number and order number of your last Gojek trip for verification purposes.


We’ll connect you to your driver-partner, and send you an SMS that contains a masked number for you to arrange a meet-up with your driver – this number will be valid for 12 hours. Feel free to tip your driver a token sum (we recommend $10) for their time on the road!


While we will do our best to search for your lost item, neither Gojek nor our driver-partners are responsible for any loss or damage to any item left in the vehicle, nor its immediate return.


If you face difficulties in reaching out to your driver, please submit your lost and found request here.


Due to developments on COVID-19, our email agents may take a little longer than usual to get back to you. Thank you for your patience – stick with us!

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 the in-app help function.

I was in an accident and there are injured parties

  1. Call the police (999) immediately
  2. Collect details of all parties involved in the accident, including contact numbers, vehicle numbers; and pictures of the accident
  3. Seek medical attention if you feel unwell
  4. 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
  5. Report the accident to Gojek via in-app help with the relevant details – a member of our team will then be in touch with you

I was in an accident but no one is injured

  1. Collect details of all parties involved in the accident, including contact numbers, vehicle 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 – a member of our team will then be in touch with you

Is there 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.

Gojek Community Guidelines

At Gojek, we’re dedicated to creating an enjoyable and safe environment for everyone on our platform – and we can’t do this without your help! These community guidelines serve as a standard for how users – both customers and driver-partners – within the Gojek community can ensure a pleasant experience for everyone sharing a ride on the roads.

 

We want to:

Respect each other

As a general rule, treat each other the same way you’d like to be treated. That means being on time for your trips, keeping your spaces clean, cleaning up after yourself, and embracing differences – Gojek users come from all backgrounds!

 

Stay safe

Safety is of the utmost importance in Gojek, which means users must follow road laws at all times. Don’t go faster than the speed limit or ask drivers to do so, and make sure that all distractions are minimised when the vehicle is on the move. Don’t forget to keep pickups and drop-offs in areas that are permitted.

 

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 order. We’d love for everyone to be honest with how they feel – this helps us improve our services for the entire Gojek community!

 

How users can lose access

Users can lose access to their Gojek accounts if they don’t follow these community guidelines. Actions that can be deemed as harassment – such as unwanted physical contact and making improper remarks – as well as discrimination of any kind go against Gojek’s mission to spread positive social impact through technology.

Customer guidelines

Tips for pleasant Gojek ride

  1. Request only when you’re ready

    Drivers on Gojek rely on ride requests for earnings. Be sure to request for a ride only when you’re ready – and cancel only if absolutely necessary.

  2. Have the right number of people

    Gojek currently operates with a fleet of just 4-seater cars. Please request for more rides with other customer accounts if you have more than 4 passengers!

  3. Tell us who’s coming

    Bringing your children out? They’d need a booster seat if they’re below 1.35m in height. Not all our cars are equipped with this, so please make sure to let your driver know.

  4. Choose the right pickup and drop-off points

    Choose easy, identifiable places for drivers to get to you. Some places are off limits, like bus stops.

  5. Take note of pricing

    Keep an eye out for toll charges – this will be added to your total fare at the end of your trip.


Fraudulent activity

Accounts associated with fraudulent activity or misuse of the Gojek app may be deactivated. These activities include abusing promotions and creating of duplicate accounts.

 

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 in a vehicle with an IVRD, can I cancel?

Yes, you are free to cancel the trip if you are not comfortable with the IVRD – please remember to cancel as soon as possible.

Can I inform the driver to switch off the IVRD if I am not comfortable with it?

No – please cancel as soon as you get matched with an IVRD-equipped car.

How long are the 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.

Service

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 licensed.

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.

Can I bring pets on GoCar trips?

We currently do not have a separate option for riders travelling with pets. However, if you’re travelling with a pet, just let your driver-partner know via the in-app chat once your request has been accepted. If the driver-partner cancels, we’ll automatically match you to the next nearest vehicle.

Is there a carpool service?

Not at the moment. Currently, only GoCar is available in Singapore. We are working hard to bring you more of the Gojek services – keep your eyes peeled!

Can I make a multiple-stop booking with Gojek?

Good news! As of 20 July 2020, 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.

Fares

Created with Sketch.
Created with Sketch.

How much is a GoCar trip?

Base fare: S$3.40

Per KM: S$0.55–$0.80

Platform fee: S$0.70


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!


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!

What is the platform fee?

This is a flat fee of $0.70 that is applied on every trip. You will pay this fee on top of your fare and ERP charges (when applicable). Starting from 9 March 2020, the platform fee will be reflected in your ride receipts. The amount collected from this fee will go directly towards initiatives designed to improve the experience for customers and driver-partners, so that they can have even more reliable, safe and enjoyable rides.

Are ERP charges included in the fares?

The fare does not include ERP charges. At the end of your trip, your driver-partner will enter the ERP charges incurred into the app before completing the trip. If you believe this amount was incorrectly charged, please contact us via in-app help. All you need to do is click the button on the top left on your home screen, select Help and the appropriate options within.  


We will review the fare and make adjustments if necessary.  

My promo code/voucher did not work

Any voucher that your trip request is eligible for 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

Please contact us via in-app help, and we’d be glad to make any necessary adjustments to your fare.

I want to tip my driver

Tipping at the moment cannot be done through the app, but feel free to use cash! Credit or vouchers cannot be used to tip driver-partners.

Does Gojek give out discounts for trips?

Yes, we do! Stay tuned for occasional discounts in the form of vouchers and promo codes. To see if there are any vouchers you can use, simply click on the button on the top leftonyour home screen, then select My Vouchers.

How do I apply vouchers on my trip requests?

Not to worry – applicable vouchers will be auto-applied as you request for a trip. The voucher with the earliest expiry will be used first. 


You may choose to use a different voucher for your trip. Please go to My Vouchers, select the voucher you wish to use, and click “USE NOW” before booking your trip.

Will the vouchers be applied to the total fare?

Vouchers and discounts are only applicable to your fare amount – tolls and other charges will have to be paid in full.

Where do I see my vouchers/discounts?

To see the vouchers that you have, click on the small icon on the top-left corner of your home screen, and then tap on ‘My Vouchers’. 


Account

Created with Sketch.
Created with Sketch.

How do I get started?

  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?

No, each Gojek account is unique to the phone number and email address registered. Every user on Gojek must have their own account.

Why can’t I log into my Gojek account on my phone?

Please drop us an email at support.sg@gojek.com and we’ll get back to you when we can!

How do I update my contact details?

If you are currently logged in to your account, you can click on the icon on the top left of your home page and go to My Account → Edit Profile → Change Phone Number or Email.


If you are currently unable to login, you can email us at support.sg@gojek.com, and we’ll assist you with the process. Please do not create a new account as you are waiting!

I want to delete my Gojek account

We’re sad to see you go! If you wish to deactivate your account, please contact us via in-app help, and we will assist you with the process.

Payment

Created with Sketch.
Created with Sketch.

What payment methods are accepted on Gojek?

We currently accept most VISA and Mastercard credit/debit cards, as well as cash. We are working on allowing other credit cards soon. 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 him/her the amount in cash.

My credit card cannot be added!

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

Support

Created with Sketch.
Created with Sketch.

Is there phone support?

Unfortunately, no. But you can still reach out to our team via in-app help, or write in at support.sg@gojek.com

Help! I’ve left something behind.

Please contact our automated lost-and-found hotline at +65 3135 3136 (this number is only for lost-and-found-related support). Make sure to have the following pieces of information ready: your Gojek-registered number and order number of your last Gojek trip for verification purposes.


We’ll connect you to your driver-partner, and send you an SMS that contains a masked number for you to arrange a meet-up with your driver – this number will be valid for 12 hours. Feel free to tip your driver a token sum (we recommend $10) for their time on the road!


While we will do our best to search for your lost item, neither Gojek nor our driver-partners are responsible for any loss or damage to any item left in the vehicle, nor its immediate return.


If you face difficulties in reaching out to your driver, please submit your lost and found request here.


Due to developments on COVID-19, our email agents may take a little longer than usual to get back to you. Thank you for your patience – stick with us!

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 the in-app help function.

Accident and Safety

Created with Sketch.
Created with Sketch.

I was in an accident and there are injured parties

  1. Call the police (999) immediately
  2. Collect details of all parties involved in the accident, including contact numbers, vehicle numbers; and pictures of the accident
  3. Seek medical attention if you feel unwell
  4. 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
  5. Report the accident to Gojek via in-app help with the relevant details – a member of our team will then be in touch with you

I was in an accident but no one is injured

  1. Collect details of all parties involved in the accident, including contact numbers, vehicle 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 – a member of our team will then be in touch with you

Is there 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.

Gojek Community Guidelines

Created with Sketch.
Created with Sketch.

Gojek Community Guidelines

At Gojek, we’re dedicated to creating an enjoyable and safe environment for everyone on our platform – and we can’t do this without your help! These community guidelines serve as a standard for how users – both customers and driver-partners – within the Gojek community can ensure a pleasant experience for everyone sharing a ride on the roads.

 

We want to:

Respect each other

As a general rule, treat each other the same way you’d like to be treated. That means being on time for your trips, keeping your spaces clean, cleaning up after yourself, and embracing differences – Gojek users come from all backgrounds!

 

Stay safe

Safety is of the utmost importance in Gojek, which means users must follow road laws at all times. Don’t go faster than the speed limit or ask drivers to do so, and make sure that all distractions are minimised when the vehicle is on the move. Don’t forget to keep pickups and drop-offs in areas that are permitted.

 

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 order. We’d love for everyone to be honest with how they feel – this helps us improve our services for the entire Gojek community!

 

How users can lose access

Users can lose access to their Gojek accounts if they don’t follow these community guidelines. Actions that can be deemed as harassment – such as unwanted physical contact and making improper remarks – as well as discrimination of any kind go against Gojek’s mission to spread positive social impact through technology.

Customer guidelines

Tips for pleasant Gojek ride

  1. Request only when you’re ready

    Drivers on Gojek rely on ride requests for earnings. Be sure to request for a ride only when you’re ready – and cancel only if absolutely necessary.

  2. Have the right number of people

    Gojek currently operates with a fleet of just 4-seater cars. Please request for more rides with other customer accounts if you have more than 4 passengers!

  3. Tell us who’s coming

    Bringing your children out? They’d need a booster seat if they’re below 1.35m in height. Not all our cars are equipped with this, so please make sure to let your driver know.

  4. Choose the right pickup and drop-off points

    Choose easy, identifiable places for drivers to get to you. Some places are off limits, like bus stops.

  5. Take note of pricing

    Keep an eye out for toll charges – this will be added to your total fare at the end of your trip.


Fraudulent activity

Accounts associated with fraudulent activity or misuse of the Gojek app may be deactivated. These activities include abusing promotions and creating of duplicate accounts.

 

In-Vehicle Recording Devices (IVRDs)

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 in a vehicle with an IVRD, can I cancel?

Yes, you are free to cancel the trip if you are not comfortable with the IVRD – please remember to cancel as soon as possible.

Can I inform the driver to switch off the IVRD if I am not comfortable with it?

No – please cancel as soon as you get matched with an IVRD-equipped car.

How long are the 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.