As a Didi customer who often uses their Rideshare services in Australia and NZ, you may have faced several problems such as leaving your personal belongings in the vehicle, being charged for a ride that you didn’t take, cancellation fee or others.

In addition to passengers or riders, driver-partners might also have problems with the Didi platform, such as not being able to log in to the driver app, finding passenger stuff left in the vehicle, account deactivation or account activation for new drivers who have just registered for the service.

When you encounter these or other problems it is strongly recommended to get in touch with Didi Customer Support. The company provides several ways for its riders and drivers to access assistance. Starting from the assistance they can access themselves through the application to in-person support that can be found in the city where Didi operates.

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The following are some ways to get support from Didi and some common problems experienced by Didi riders in the country.

Didi Customer Service Phone Number Australia

Phone support is a good way to get help directly from Didi customer service by contacting the company’s phone number. The benefit of this method is that you can communicate your condition straight to the company and get an immediate response right then, this is suitable for those of you who are having a serious problem and wants to be quickly resolved.

But in some cases, sometimes the response given by customer service via phone is not a solution. This is understandable because many issues require further investigation so that your problem cannot be resolved right away.

Didi differentiates phone numbers for their riders (passengers) and drivers to properly handle each problem. However, as a driver, if you can’t reach the driver support phone number you can try to call the rider support phone number, once connected you can ask for help to redirect it to the driver support and vice versa.

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Update

Phone support seems to have been temporarily suspended during the pandemic. Some people who tried to call the number above were never able to connect. We will update this page when we get official information from Didi.

The telephone numbers above are subject to change at any time without notice. However, during the early days of Didi’s operation in Australia, we can find the number mentioned on the official website. But these days, some riders said that they were not able to connect to support when dialling the number.

We also can’t find Didi’s official phone number anywhere at this moment, be it on their official website or their official social media account. So, there is a possibility that Didi has stripped out support via phone.

Didi 24/7 Contact Support Email Address

Even though contacting Didi phone number is the fastest way to get help, but not everyone wants to put it to use for several reasons, such as non-urgent problems or the riders/drivers realizing that the problem being faced requires further investigation that requires more time to complete.

For that, Didi also provides email address support for problems and types of customers like this. They also separate email addresses for drivers and riders (passengers) so the problems reach the right person.

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Support via Social Media

In addition to introducing the company, Didi also uses their social media accounts to establish relationships and provide support to its users, both riders and drivers. These days, almost everyone has a social media account, be it Facebook, Instagram, Twitter, or others.

At this time you can also contact Didi via their official social media accounts.

In-App Support

In addition to some of the media support above, Didi also has in-app support to report the problems. You can access help by selecting the Help menu in the app, then you will be able to choose a trip history where you have problems. If your problem is listed in the app, handling your problem can be faster. Otherwise, you can use other media to get help.

Didi Hub Office

Suitable for driver-partners who want to get in-person support, you can arrive at the Didi Hub in the city where you are registered as a driver. This is only recommended if you have contacted support through other media and your problem is still unresolved. Find out the Didi Hub Office address around Australia.

Most reported cases by customer/driver

Similar to other rideshare companies, Didi also often gets reports from its users, both customers (riders) and driver-partners. The following are some of the popular issues that are often reported by customers to the support team.

  1. Lost items.
    For rideshare service passengers, accidentally leaving their stuff inside the driver’s vehicle is the most common problem. We realize, forgetting your stuff in the driver’s cars can be frustrating. You may feel mixed feelings about your belongings, whether your item will be found by the driver or it has been lost as someone took it.

    If you are sure that your items are left behind when taking a trip with Didi, you shouldn’t worry too much. Since they have a procedure that makes it easier for you as a rider to get back your lost items.

    The first thing that can be done is access the support features inside the Didi Rider app. The main reason for choosing in-app help is you can access your last trip details where you lost your belongings.

    Inside the Didi rider app tap the Help menu, your last trip will appear at the top of the page. Tap the Lost and Found menu then describes your help request, for example, “I left my wallet in the backseat”.

    In this case, you also need to provide an active phone number. The details of your lost items will be sent to the driver. Don’t worry about your privacy, the number you’ve provided will be masked from the driver, so they won’t be able to contact you again later on when the problem is resolved.

    But what if the thing you are left is your smartphone, which you have used to book a ride? Calm down, you still have the opportunity to get your items back even though you have to go through a longer process. In this case, you are advised to contact support via email.

    When composing an email, be sure to write down your trip details, as long as you can remember, such as the booking and drop-off locations. Even if you remember, you can write down the name of the driver as well as the license plate of the car. The more accurate the information you provide, the easier it will be for the support team to find the driver.

  2. Cancellation Fees
    Charged for cancellation is also a common problem in the ride-hailing industry including Didi’s low fare rideshare service. The following is a condition where you will be charged with a cancellation fee:

    • You will be charged if you cancel the trip more than 5 minutes after your driver has taken your request. However, Didi won’t charge a cancellation fee when they detect the driver hasn’t made any sufficient progress towards the pick-up location.
    • After the driver arrives at the pick-up location you will be charged a cancellation fee even if you cancel the ride within the first 5 minutes.
    • Drivers can cancel the ride and get the cancellation fees when they arrive at the pick-up location and the waiting period has ended. Waiting period means waiting time following your driver’s arrival at the pick-up location, it’s 3 minutes for Didi Express and 2 minutes for Didi Share.

    In case you have notified that the driver has arrived at the specified pick-up location but you cannot locate him or her, then suddenly the trip cancelled by the driver. You can report this behaviour to customer service via in-app support or by email immediately. They will review the trip and the driver-partners account in accordance with Didi terms.

    Didi said that the implementation of the cancellation fee to keep things fair for all users, both drivers and riders. Each city in Australia and New Zealand might have its own cancellation rules and fees. You can find out more inside the DiDi Rider app.

  3. Charged Twice for One Trip
    We have read several complaints from customers or riders about the double charge for a single Didi rideshare trip. There are several reasons why riders experience this but the most likely reason is authorization hold.

    Authorization Hold is conducted to verify the rider’s payment method and to protect against fraud. The payment amount is pending and close to the estimated fare you saw earlier in the app when requesting a ride. The authorization hold amount will be released once the trip has been completed or cancelled, it might take 3-7 business days depending on your bank.

    If you are not sure whether the double charge comes from an authorization hold, you can take advantage of the in-app help. Open the Help menu and select a trip that you believe has charged you more than once.

  4. Increased Fare
    Didi trip fare is calculated using base fare, distance fare, time fare, GST (or other relevant taxes), Transport Levy, and several other factors. You need to know if Didi also applies Dynamic Pricing which makes your trip fare slightly higher than usual. This is usually used to encourage drivers to accept your request during high demands.

    Maybe you also already know about Didi upfront fare that applies in select cities around Australia. A feature that let you see the exact fare trip that will be charged later. It looks tantalizing, but you should remember that upfront fare doesn’t account for tolls, extra stops, destination changes or unexpected detours.

    A problem like this can be solved faster when you request help via in-app support. Just explore the Help section inside the app to find out more about your trip and request a fare review from there.

  5. Driver Account Suspended or Deactivated
    The most popular topic for drivers on the Didi platform is terminated accounts. Many of the drivers are confused when suddenly their account is suspended so that they will not be able to get ride requests. Suspension duration is different for each case and generally has a duration of between 72 hours to 7 days.

    There are several circumstances and behaviours that can lead to temporary or even permanent deactivation. Some of them are low completion rate, completing a trip without picking up a rider, didn’t arrive on time, and some others that you can find in our article about Why Didi Driver Got Deactivated.

    If you only committed a minor violation, you do not need to appeal or contact support because your account will be reactivated automatically after the suspension period ends. However, minor violations can also lead to permanent deactivation if carried out frequently.

    If you can’t wait until the reactivation date, you can try to contact the support team. The best way to solve this problem is via email. Because via email you can tell your problem in detail, besides that you can also attach evidence if needed.

Last Updated on July 3, 2021
Category Rideshare App

29 Comments

Claudette Gourlay · March 27, 2020 at 10:07 am

Good Morning People,
Yesterday afternoon (Thursday 26ythMarch) I tried to get a DiDi ride, and was asked to ‘Verify my account’ ? You have never had any problems with this. I’d appreciate you clarifying this, asap please. Very disappointed!!!

Thank you I DO NOT HAVE A WEBSITE.

(Mrs) Claudette Gourlay 27/3/2020 9.03 a.m.

BRAHM sharma · April 21, 2020 at 3:50 pm

My son ordered a ride and driver turned up but did not take my son and charged him for turning up. He had to order uber after he left. Im appalled with the service as i was referred to DIDi by someone.

    Girish · June 17, 2021 at 6:50 pm

    As two cancellation in two consecutive two days number be the Kevin, and be Tajammal that today and yesterday 16/6/21,17/6/21 they turn up but they cancelled their services.

Barry hone · October 2, 2020 at 4:45 pm

ordered didi today Belmont shopping centre, had him on the phone, said he couldn’t see me cancelled then charged me $5.00 fare,ordered another going to the same address then was charged $10.00

    Nicolas Moothoo · June 12, 2021 at 1:28 pm

    I just had a trip that was meant to be less rhan $10. its now telling me my fee is $119.
    I got dropped off at my house and the driver obviously is scamming me.
    The licence plates werent even the same

Robert · October 30, 2020 at 5:39 am

What a sc**bag rider lies they don’t get picked up when they then canc trip how pathetic I get suspended by Didi because of a sc**bag liar cheat of a rider not good buisiness why would anyone want to drive for Didi when they have a pathetic policy line this

Bruce · November 19, 2020 at 6:59 pm

Had a DIDI driver cross an unbroken white line at traffic lights to cut me off at 1624 today. He was driving a blue Mazda CX3 regn # 3****F on Logan Road near Garden City. He then took the M1 on ramp to freeway travelling south driving erratically and dangerously cutting off a car when merging onto the M1. He continued weaving in and out of traffic and tail gating. It’s time to get these dickhead drivers off the road

Margaret Chan · February 13, 2021 at 8:05 pm

I order a DD ride about ten minutes ago. The driver cannot speak English well and started to get agressive when I told him that he made the wrong turn. He started to shout at me with a high pitch voice. I feared for my safety and I was in the car alone, so l kept quiet. When I arrived at my destination, he locked the door from the driver seat to prevent me from leaving. I told him politely to open the door as it was almost 8.00 p.m. and I was worried for my safety. After pleading with him, he finally allowed me to leave the car. I

Attn ladies, please do not take DD ride again especially from this d river. This driver name is Ha**d and his car is a white Toyota and number place is D** **P.

David · February 16, 2021 at 1:17 pm

Absolutely disgraceful,zero customer service.Been waiting 4 days to get my misplaced phone back but the driver won’t answer his phone.Karma will haunt you in one!

    Joce · March 2, 2021 at 6:46 pm

    Hey David! I recently lost something while taking DiDi and I was just wondering if you ever got your phone back because I’m kind of panicking right now

Vuyo Boyana · March 3, 2021 at 11:51 pm

I wnt to book for saturday morning at 3:30 am from NEW BRIGHTON masumpa street to strand street bus station in PE

Tim Furness · March 10, 2021 at 8:33 pm

I tried three times to hail a ride with Didi
When I was unsuccessful and used their customer complaints
I received a very polite email asking me for the details of the trip.
After having provided said details and activating my 20% off voucher I have now received an email informing me that my account has been suspended
Well..im going to stick to Uber I think

Tahlia Johnston · March 14, 2021 at 3:39 pm

tried to order a ride home 3 times yesterday…was charged for all 3 attempts but only one was successful. you say my money is on a temporary hold but it isn’t back in my account yet. it was over 20 dollars. i need that money it is extremely frustrating especially when your contact number doesnt even dial.

Cherylann hodges · March 18, 2021 at 9:34 am

What is the cost of a ride from Albion hotel to calmvale hotel brisbane

WILLIAM GAFFNEY · March 21, 2021 at 3:14 pm

Where is my phone? I left my phone in the back of the Car
and have tried to call many times but he never answers my
phone,I have e-mailed DIDI And and told them my details
and wait for their reply.
THANKYOU.

Abulfayas Sayed Akbar · March 24, 2021 at 3:09 pm

Are you didi customer service

Andrea · March 26, 2021 at 9:10 pm

Left my wine in the taxi

siya · March 26, 2021 at 10:29 pm

I lost my keys on the car today where can i get didi tell no

    Girish · August 12, 2021 at 5:41 pm

    As huge problem with map and drivers are not interested in short trips.

Joseph marwin · April 5, 2021 at 4:15 pm

I was charged 7 $ for canceling my trip as driver didn’t arrive in 30 minutes please this is not acceptable

Mandy · April 7, 2021 at 10:44 am

I don’t even have a Didi account. No family members have my card.
I have three charged Didi amounts on my bank account.
Have emailed to let know. No reply. No phone number to ring.

Robert · May 12, 2021 at 4:13 pm

My x is using my details to get free rides i am not paying for

Aileen De Villa · May 24, 2021 at 2:23 pm

I book a didi drive whose name is An**** BL**VM Toyota Camry white. I booked from *** kent st and I paid for my fare and he requested to meet in ** Sussex St and when I walked to him he picked up to men and I walked to his window and knocked on his window and drove off. I want to report him and get my fare back. If anyone knows how to report him let me know.

syed sohail uddin · July 8, 2021 at 3:01 pm

Didi is such a waste platform for drivers, as they don’t even listen to driver and the simply deactivate the driver account without and proper investigation. They give priority to the riders as they need more profit and many of the riders makes false complains and we drivers get suffer with no reason. I’ve seen many rider they make false complains just to get their fair refunded. On the other hand, didi is cheap for rider and waste for drivers, driver support system is zero. Also didi cheats in the promotions.
I got my driver account suspended for no reason and without any investigation. It’s been two days no one contacted me and when I try to contact them my call gets disconnected. Who is responsible for the lost earnings? Didi will simply say sorry if they found guilty or their so called riders made false complains. I am planning to sue didi in court. Can reply me if any one suffered with the same kind of issue
Thank you

Debra Hindmarsh · August 3, 2021 at 4:02 pm

I would like to know why I was charged $30 for a fare that I did not use I have not use Didi for over 2 months and I would appreciate if you would refund me my money back otherwise I will take it further thank you

Bev Stuart · August 25, 2021 at 10:52 am

I booked a didi driver this morning 25/08/2021 to work at arcare parkinson and accidently left my mobile phone at the back seat please if anyones come across it please return to ARCARE PARKINSON please, as i do need it for work and i have all my son photos in it thanks

Liqin · August 26, 2021 at 12:55 pm

Why did you charge second cancellation $7. In the same time

Adrian hayes · September 9, 2021 at 2:26 am

I had a parcel sent to me via Didi parcel courier and it never arrived at my address, I waited in front of my address for over an hour and nothing arrived. The driver never arrived and also never tried calling me to verify my address. I tried calling the driver and was repeatedly hung up on,
The driver basically stole my package.
I will be taking legal action.

    Fridha · September 15, 2021 at 12:18 pm

    You should contact them via email as soon as possible, try social media chat if you are unable to reach them by calling.

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