Help Center

If you left an item behind during your trip, don’t worry. You can contact the driver directly through DiDi. Follow these steps:

• Open DiDi and tap “Me” in the bottom-right corner of the homepage;

• Find and open “Help Center”;

• Search for and select “I left an item in the car”;

• Follow the on-screen instructions to contact the driver and arrange the return of your item.

Special Case: If you lost the phone used to request this trip, you may be unable to contact the driver yourself through DiDi. Tap the entry point below and complete the form, and we will assist you further.

I lost the phone used to request the trip

If you can no longer access your account, notice any suspicious activity, or see trips or charges you do not recognize, please contact our Support Team immediately by sending a private message to one of our Official DiDi Social Media Channels: Instagram & Facebook

DiDi is currently available in the following cities:

VIC: 

• Melbourne 

• Geelong

• Shepparton

• Bendigo

• Ballarat

QLD:

• Brisbane 

• Gold Coast 

• Sunshine Coast 

• Toowoomba 

• Hervey Bay

• Gladstone

• Rockhampton

• Mackay

• Townsville

• Cairns

• Bundaberg 

NSW: 

• Sydney

• Wollongong

• Central Coast 

• Newcastle 

• Port Macquarie 

• Coffs Harbour 

• Wagga Wagga 

SA: 

• Adelaide 

WA: 

• Perth 

• Bunbury

• Busselton

ACT: 

• Canberra

Don’t see your city? 

Head to our Facebook page for regular updates on where we’re launching next.

We understand things happen! That's why we give you a few minutes to connect with your driver after they've arrived. However, if the waiting time is exceeded and you cancel, a small trip cancelled fee helps cover the driver's travel and time. Your driver can also cancel the ride if the waiting period is over and a no-show fee can be applied.

When your trip ends, a receipt will be automatically sent to your registered email address.

Don’t forget to check your spam / junk folders if you find you aren’t receiving them!

Your DiDi account also includes trip history of every ride you’ve ever taken. To view your receipts:

1. Select ‘My Trips’ from the app menu

2. Select a past trip

3. You can review the receipt, tax invoice, as well as other trip details

When your trip is complete, you’ll be asked to rate your driver’s service between 1 and 5 stars. We encourage riders to rate their drivers honestly, as poor ratings may impact a driver’s account. Please ensure to double-check your rating before you submit as it cannot be changed.

When your trip is complete, you’ll be asked to rate your driver’s service between 1 and 5 stars. We encourage riders to rate their drivers honestly, as poor ratings may impact a driver’s account. Please ensure to double-check your rating before you submit as it cannot be changed.

To rate your driver, you’ll just need to follow these 3 simple steps: 

1. Go to My Trips in the sidebar menu

2. Tap the trip you want to rate

3. Select a rating between 1 and 5 stars and tap submit!

If you’re having trouble contacting the driver, please remember that they may be driving or unable to answer your call immediately. If this happens, please be patient and try contacting them again later. If you’re still unable to contact the driver, please reach out to our Customer Support team via Facebook or Instagram.

Once you’ve requested a trip, you’ll see a call icon at the bottom of the screen. When you tap the icon, you can contact your driver directly. For privacy reasons, your real number will not be shown to the driver. 

We hope all riders have a safe and pleasant experience during their trip. When a driver signs up with DiDi, they agree to maintain a high standard of professional care and service. If you believe you didn’t receive this, we’d be more than happy to help look into the issue. Simply contact Customer Support, provide your trip details and we’ll review the situation for you. 

To view a fare estimate, type in your intended destination in the “Where to” box.

If you want to change the pick up point, please tap the pick up location in the bar on the top of the page then update the address. Once pick up and drop off points have been entered, a fare estimate will be displayed under the vehicle icon.

Fares are calculated by the following:

• Base Fare: A flat fare charged once the rider enters the vehicle  and you start the trip.  

• Distance Fare: A fare that is charged based on the distance travelled. This fare may vary depending on the city and the threshold distance. An extra charge may be applicable after a specific distance.

• Time Fare: A fare charged for the duration of the trip (from pickup to drop off). This includes time your driver spent waiting for you and time spent in traffic. This includes the time your driver spent waiting for you and time spent in traffic, etc and may vary depending on the city.

• Short Distance Fee: Applicable to trips that are less than 7 km (Brisbane and Geelong only).

• GST / other relevant taxes. 

Other charges may include:

• Tolls

• State Government Transport Levy

• CTP Insurance Premium 

• Waiting Fees

• Cancellation Fees

• Changes to the Base Fare because of Dynamic Pricing periods

Please note: Trip fares vary by each State and Territory in Australia. Visit our Legal section for more information.

To ensure riders enjoy a safe and comfortable trip, drivers are encouraged to keep their vehicles regularly clean, sanitised and well maintained at all times. If a rider makes a mess, or litters and damages the vehicle in any way, they might need to compensate the driver for the financial loss suffered by their driver.

A Cleaning Fee will apply based on the evidence submitted by the driver. This includes photos of the mess / damage and a cleaning service receipt. If a Cleaning Fee is applied, the entire amount will be given to the driver. We’ll also provide you with details of the cleaning fee. If you believe that the Cleaning Fee amount is inaccurate, or wish to dispute the cleaning fee, you can submit an appeal.

In order to provide a better rider experience, Dynamic Pricing applies during periods of high demand. This means your trip fare may be higher than usual to ensure there are enough drivers around during this time. You’ll be able to tell this by the multiplier that is added to the Base, Time, Waiting and Distance Fares. Fees such as levies and tolls are not subject to the Dynamic Pricing Multiplier. Please note: the Dynamic Pricing Multiplier is not fixed and can change according to  day, time and location.

To view / check the Dynamic Pricing:

1) Before a trip, view the Dynamic Pricing in Fare Estimate

2) After a trip, view the Dynamic Pricing in Fare Breakdown

We’re sorry to hear that you didn’t receive your voucher, reward. To confirm it has not been added to your account, please follow these steps:

 – Ensure your location is enabled

 – Go to Promotions > My vouchers

Please note that all DiDi’s rider offers are subject to the General Terms and Conditions for Rider Offers and any specific terms and conditions available in the Rider app and/or on our website. We recommend that you review these terms carefully. 

We’re sorry to hear that your voucher didn’t apply properly. Please keep in mind that all DiDi’s rider offers are subject to the General Terms and Conditions for Rider Offers available in the Rider app and on our website. We encourage you to review these terms and any specific restrictions noted on the vouchers carefully. If you believe you qualify for the offer but the voucher was not applied, please let us know on the app. 

DiDi is committed to promoting a safe and fair ridesharing community for everyone. If your driver requested cash for a trip, please let us know. Rest assured that these complaints are taken very seriously and will result in a thorough investigation.

If you’re ever in a situation in which you feel unsafe, harmed or have been injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.

Our DiDi Incident Response Team is also available 24/7, please contact us if you wish to report another incident. 

We’re sorry to hear that you’re having trouble paying for your trip. We suggest checking the potential reasons below:

• Your credit card or debit card details were entered incorrectly.

   

  If this is the case, simply update your credit card details by heading to Payment in the sidebar menu. 

• Your credit card or debit card has expired.

  If this is the case, you will need to delete the expired card and add a new one.

• There were insufficient funds in your account.

  If this is the case, you will need to deposit or transfer funds to your account. You may also add another card as a payment method.

• Your credit card or debit card was issued outside Australia.

  If this is the case, you may need to contact your bank to authorise your transactions. Otherwise you’ll need to add a bank card that was issued in Australia. 

• You previously reported your bank card as lost or stolen.

  If this is the case,

  your bank may have frozen your account or declined transactions. Please contact your bank to resolve this issue.

Please note: you will not be able to request a new trip if you haven’t paid for a previous trip. If the fare amount was deducted from your bank account but you’re still receiving the Payment Pending message, we suggest waiting a couple of days for the payment status to update.

The Split Fare feature allows you to share the cost of the fare evenly between you and your friends. To do so, simply send a Split Fare invitation after making a request, then kick back, relax and forget the days of talking about who pays next!

In order to provide a better rider experience, Dynamic Pricing applies during periods of high demand. This means your trip fare may be higher than usual to ensure there are enough drivers around during this time. You’ll be able to tell this by the multiplier that is added to the Base, Time, Waiting and Distance Fares. Fees such as tolls are not subject to the Dynamic Pricing Multiplier.

Please note: the Dynamic Pricing Multiplier is not fixed and can change according to the day, time and location.

If you request a trip during a period of high demand, you’ll receive an in-app message to notify you of the Dynamic Pricing change. The Dynamic Pricing multiplier icon can also be found below your Fare Estimate and will be shown before you tap CONFIRM. 

To view / check the Dynamic Pricing:

1) Before a trip, view the Dynamic Pricing in Fare Estimate

2) After a trip, view the Dynamic Pricing in Fare Breakdown

We understand things happen! That's why we give you a few minutes to connect with your driver after they've arrived. However, if the waiting time is exceeded and you cancel, a small trip cancelled fee helps cover the driver's travel and time. Your driver can also cancel the ride if the waiting period is over and a no-show fee can be applied.

Our per-minute Waiting Fee is applied for the time drivers spend waiting for riders. The Waiting Fee will only begin after your driver has waited for five (5) minutes at the pickup point. You will then be charged a Waiting Fee of $0.55 per minute. This will continue until your driver commences the trip. 

Please note: if your trip is cancelled, only the Cancellation Fee will apply (no Waiting Fee will apply). 

If your trip passes through a toll, this amount will be automatically included to the Final Fare amount. Please note: tolls are not included in the fare displayed before confirming a request.

If you are experiencing an error adding your payment details, try using another credit or debit card payment.

When adding it again, please make sure all the payment information is correct. If you’re still having trouble adding a payment method to your account, this could be due to the following:

1. Insufficient funds

2. Invalid transactions

3. Lost / stolen card

4. Expired card

5. Invalid card number / CVV

6. Suspected fraud

We recommend contacting your bank for further assistance.

Currently, we support all valid Debit Cards, Credit Cards and PayPal. Please keep in mind that we do not support any cash payments.

In order to verify your payment method and secure your payment for a trip fare, we may place a temporary hold on your funds. This is known as an ‘Authorisation Hold’ and may be close to the Estimated Fare of your trip. 

Once a trip has been cancelled or completed, the Authorisation Hold amount will be released. The time it takes for this amount to return to your account depends on your financial institution. Please contact your bank for further information.

If you don’t recognise a payment in your bank account, please check if the following apply:

1. Do you share your account with a partner, friend or family member?

2. Try locating the payment in My Trips. In some cases, the amount could be for a trip or Cancellation Fee where the payment process was delayed.

3. If the payment amount is pending and close to the Estimated Fare, it is most likely an

   Authorisation Hold

   . This amount is used to verify your payment method and protect you against fraud. Once a trip has been cancelled or completed, the Authorisation Hold amount will be released.

Please note: the time it takes for an Authorisation Hold to return to your account depends on your financial institution. Please contact your bank for further information.

If you believe you were charged twice for your trip, please confirm your previous payment was successful. If the payment amount is pending and close to the Estimated Fare, it is most likely an Authorisation Hold. This amount is used to verify your payment method and protect you against fraud. Once a trip has been cancelled or completed, the Authorisation Hold amount will be released.

Please note: the Authorisation Hold will be returned to your account automatically and will be released within 3-7 business days depending on your financial institution. Please contact your bank for further information.

If your trip passes through a toll road, the toll amount will be added to your total trip fare. This means you cannot pay for a toll with cash as the toll amount will be automatically included to the total fare .

If you’ve paid your driver in cash, we’d be more than happy to help resolve the issue. Simply contact Customer Support, provide your trip details and we’ll review the situation for you.

To redeem a promo code, simply follow the steps below:

1. Tap the sidebar menu (upper-left corner of the homepage)

2. Tap Promotions

3. Enter the promo code and tap APPLY

4. Your vouchers will then be added to your account  and will apply to your trip automatically

Please note: 

• All DiDi’s rider offers are subject to the

  General Terms and Conditions for Rider Offers

  available in the Rider app and on our website. We recommend reviewing  these terms and any specific restrictions noted on the vouchers carefully. 

• You’ll need to have a payment method added in order to redeem any vouchers, promo codes and rewards.

If you have an outstanding payment, you’ll need to pay this amount before you request another trip. 

Please note: if you dispute a trip fare, our team will review the matter for you. During this time, the trip status will remain as ‘payment pending’ and you may not be able to request another trip.

To pay with a credit / debit card, you’ll need to add it as a payment method first. To do so, simply tap the menu icon at the top left corner of the app, then tap Payment > Add Payment Method > Credit / Debit Card. 

If you’re having trouble adding a payment method to your account, this could be due to the following:

1. Insufficient funds

2. Invalid transactions

3. Lost / stolen card

4. Expired card

5. Invalid card number / CVV

6. Suspected fraud

We recommend you contact your bank for further assistance.

Your safety is our priority. We hope all riders can have a safe and pleasant experience during their trip. Unprofessional behaviour such as inappropriate comments, physical contact, aggressive behaviour or any other misconducts are not acceptable at DiDi.

If you’re ever in a situation in which you feel unsafe, or have been injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your live location with your Trusted Contacts by using the Share My Trip feature.

If you wish to report an incident, please contact us from the app. Informing us of your incident will allow us to take immediate action to ensure the DiDi platform remains safe for both riders and drivers. We will work closely in cooperation with all local authorities.

We hope all riders can have a safe and pleasant experience during their trip. If you’re ever in a situation where you feel unsafe or have been injured, please immediately call Emergency Services (000). During a trip, you can use our Emergency Button to call 000. You can also send your location and trip progress to your Trusted Contacts using the ‘Share Trip’ feature. 

Whatever the nature of the accident , please also let us know. Rest assured that these complaints are taken very seriously and will result in a  thorough investigation.

Our DiDi Incident Response Team is also available 24/7, please contact us if you wish to report an incident.

Your safety is our priority. If you’re ever in a situation where you feel unsafe or have been injured during a trip, you can use our Emergency Button to call 000. If the emergency did not occur during a trip, please contact emergency services by calling 000 directly. You can also send your location and trip progress to your Trusted Contacts using the ‘Share Trip’ feature.

Please note: the Emergency Button should only be used in an emergency. This includes, but is not limited to:

– If you feel your life is in danger

– If you have been physically / sexually assaulted

– If you, another rider or the driver has been seriously injured

DiDi is committed to promoting a safe ridesharing community for everyone. If you’d like to share your trip status / live location with friends or family, you’ll need to add Trusted Contacts. To do so, simply head to the sidebar menu and tap Safety Centre > Trusted Contacts. You’ll then be able to enter the name and mobile number of trusted contacts you’d like to share your trip status / location with.

Please know, if you’re ever in a situation in which you feel unsafe or have been injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button (this will also notify your Trusted Contacts).

Our DiDi Incident Response Team is also available 24/7, please contact us if you wish to report an incident.

We hope all riders can have a safe and pleasant experience during their trip. Under no circumstances does DiDi tolerate inappropriate physical contact between drivers and riders during a trip. If you’re ever in a situation in which you feel unsafe, or have been injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your live location with your Trusted Contacts by using the Share My Trip feature.

If a driver has made you feel uncomfortable or unsafe due to aggressive or inappropriate remarks, comments, gestures or actions, please let us know. Rest assured that these complaints are taken very seriously and will result in a thorough investigation.

Our DiDi Incident Response Team is also available 24/7, please contact us if you wish to report an incident. 

We hope all riders can have a safe and pleasant experience during their trip.  If you’re ever in a situation in which you feel unsafe, or have been harmed or injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.

If a driver discriminated against you based on your race, religion, disability, gender, or in any other way, please let us know. Rest assured that these complaints are taken very seriously and will result in a thorough investigation.

Our DiDi Incident Response Team is also available 24/7, please contact us if you wish to report an incident.

DiDi is committed to promoting a safe ridesharing community for everyone. If your driver’s vehicle didn’t match the description provided, please let us know. Rest assured these complaints are taken very seriously and will result in a thorough investigation.

If you’re ever in a situation in which you feel unsafe, or have been harmed or injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.

Our DiDi Incident Response Team is also available 24/7, please contact us if you wish to report an incident. 

DiDi is committed to promoting a safe ridesharing community for everyone. If your driver didn’t match their profile picture, please let us know. Rest assured that these complaints are taken very seriously and will result in a thorough investigation.

If you’re ever in a situation in which you feel unsafe, or have been harmed or injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.

Our DiDi Incident Response Team is also available 24/7, please contact us if you wish to report an incident. 

If you’d like to share your trip status / current location with friends or family, you’ll need to add Trusted Contacts. To do this, simply head to the sidebar menu and tap Safety Centre > Trusted Contacts. You’ll then be able to enter the name and mobile number of trusted contacts you’d like to share your trip status / location with. To notify your Trusted Contacts when you’re taking a DiDi trip, you’ll just need to tap Share My Trip on the homepage.

If you’re ever in a situation in which you feel unsafe, or have been harmed or injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.

Our DiDi Incident Response Team is also available 24/7, please contact us if you wish to report an incident. 

Your first trip is just a tap away! Simply follow the steps below:

1. Download the DiDi Rider app from the App Store or Google Play.

2. Register your account with your mobile number, name and email address. You will receive a verification SMS during the sign up process.

3. Before you can request your first trip, you will need to complete your payment details by adding a credit or debit card to your account. This will enable your trip fares to be automatically charged after each ride.

After completing the steps above, you’re good to go!

To change your email address follow these steps:

1. Tap the sidebar menu on the left-hand side of the homepage

2. Tap your profile picture

3. Select Email > CHANGE EMAIL to input your new email address. Please note: the email address will need to be verified after each change.

4. You’ll then receive a verification link via email.

5. After the email has been verified, it will be linked to your DiDi account.

To change your mobile number or profile picture follow these steps:

1. Tap the sidebar menu on the left side of the homepage

2. Tap your profile picture

3. Tap “Edit Profile Picture” or tap “Phone number”

Please note: If you change your mobile number, a Verification Code will be sent by SMS to the selected number.

The DiDi-Rider app is currently available in English, Spanish, Japanese and Russian. You can change the language by heading to the sidebar menu > Settings > Language.

Registered with DiDi? Share the DiDi experience with your friends and family and be rewarded at the same time!

Invite friends and family to ride with DiDi and they’ll receive a voucher to spend on their first ride. Once they complete their first ride, you’ll also be rewarded with a voucher to spend on your next trip.

To ensure you receive your reward, be sure to use your customised referral link.

How to find and share your referral link:

1. Tap your profile picture in the top-left corner of the homepage.

2. Tap “Invite Friends”

3. Select how to share your link (tap ‘More’ to see all options)

4. Once your friend completes their first trip, a voucher will be added to your account

Please note: referrals only apply to riders who sign up and use the DiDi app in Australia.

Yes, you can use the same DiDi account to log into the DiDi-Rider app. In the event that a driver needs to confirm your pickup location, the phone number associated with your DiDi account must have international roaming enabled. If you do not have international roaming enabled, you may use our in-app Instant Messaging (IM) feature, which allows drivers and riders to communicate in real-time through the app.

Unfortunately, we only offer personal accounts for now. However, keep your eyes peeled for any updates on business accounts. We’ll let you know as soon as this is available!

To delete your account, tap your profile picture in the sidebar menu, then tap Delete Account. 

Please note: if you choose to delete your account, any unredeemed vouchers will be permanently removed. Your information will be retained the extent required by the relevant laws.

If you’ve forgotten your password, you can reset it by tapping Forgot Password on the login page. A 6-digit Verification Code will then be sent to your registered mobile number. Once you enter this code, you’ll be redirected to a page where you can enter your new password.

To save an address:

1. Tap the navigation menu in the top-left of the screen

2. Tap Settings > Favourite Places

3. Enter the address under Home, Work or Other

To delete a saved address:

 1. Simply swipe left on the address you wish to delete

2. Tap DELETE

Riders under the age of 18 years old are not allowed to ride alone with DiDi, they should be accompanied by someone 18 years and over. 

Currently, we don’t have the option to pre-book trips. But don’t worry, we’ll let you know as soon as it becomes available!

For now, you can request a trip using these simple steps:

1. Open the DiDi Rider app

2. Tap ‘Where to?’

3. Enter your pickup and dropoff point

4. Select your preferred vehicle type

5. Double-check your trip details and tap CONFIRM!

In compliance with relevant legislation and regulations, service animals are permitted to accompany riders during a trip . 

Should you wish to ride with a non-service animal, please contact your driver in advance. If your pet is a non-service animal the driver has the right to cancel the trip.

DiDi is committed to promoting a safe ridesharing community for everyone including families. This means if you’re travelling with a child (typically under seven (7) years of age but dependent on the laws in your State) they must be seated in a suitable and approved child restraint. 

Because not all children are the same age and size, drivers are not expected to provide adequate restraints for children. Therefore, if you decide to travel with your child, you’re required to provide your own approved child restraint. Without a child restraint, you may not be able to take a trip with DiDi.

To add a stop to your trip, simply head to the homepage and tap ‘Where to?’. You can then tap the plus (+) sign next to the text box to add a stop and your final destination.

Please note: maximum of 2 stops per trip. For everyone’s convenience, try to keep it short!

Riding with assistive devices should not affect your ability to request a trip. However, we do advise you to contact your driver in advance to ensure their car can accommodate your needs.

To request a trip, you’ll just need to launch the app and tap “Where to?”, enter your destination and tap CONFIRM.

You’ll then have the option to confirm the trip request or change your pickup location on the map. If you change the pickup address, you’ll be asked to confirm your pickup again. 

Once your request has been accepted, your driver’s location and ETA will be shown on the in-app map.

To update your pickup point, simply tap ‘Edit Pickup’. If you are unable to do so, you can contact your driver directly using the call icon at the bottom of the screen to let them know. If you’re still unable to update the address, we recommend cancelling and requesting another ride.   

You can also change your destination by tapping ‘Update Destination’. You’ll find this by heading to the driver details page.

Cancellation Fee occured when you arrived the pick-up point and waited for more than a ceratin amount of time. We’ve created this feature to compensate drivers affected by cancellations more fairly. This means that if a cancellation occurs, you will receive a compensation fee as long as the requirement has been met. Please note, 100% of all cancellation fees go directly to drivers. for more details, please refer to your DiDi Driver app.