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.
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.
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.
- Didi email address for rider (passenger)
- Didi email address for driver
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 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.
- 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.
- 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.
- 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.
- 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.
- 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.