RIDER HELP

F.A.Q.

Rider - About Trip

Lost items

If you’ve lost an item, you can report this to DiDi Support using your DiDi-Rider app. For more information on how to do this, head to our Lost and Found post on the DiDi Blog (https://didiaustralia.blog/2019/03/27/lost-and-found-for-riders/).

Alternatively, you can contact our support team at help.rider@au.didiglobal.com. Please have your trip details ready, so we can quickly contact your driver to arrange the prompt return of your item.

 

 

 

 

Where is DiDi available?

DiDi is currently available in the following cities:

VIC: 

  • Melbourne 
  • Geelong

QLD:

  • Brisbane 
  • Gold Coast 
  • Sunshine Coast 
  • Toowoomba 
  • Hervey Bay
  • Gladstone
  • Rockhampton
  • Mackay
  • Townsville
  • Cairns

NSW: 

  • Sydney
  • Wollongong
  • Central Coast 
  • Newcastle 
  • Port Macquarie 
  • Coffs Harbour 
  • Wagga Wagga 

SA: 

  • Adelaide 

WA: 

  • Perth 

ACT: 

  • Canberra

 

Don’t see your city? 

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

 

 

 

Cancelling a ride

To cancel your request, tap ‘Cancel Trip’ on the lower-left of the screen. Don’t forget! You’re not able to cancel once the trip has started.

We’ve also got Cancellations Fees in place to keep things fair for all users. Please keep in mind that each city has its own cancellation rules. For details, please visit our Cancellation Policy available in the DiDi-Rider app.

Please note: if you’re running a little late, we recommend contacting the driver to let them know.

 

Rating a driver

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.

 

Getting a trip receipt

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

 

Can I use the DiDi app for trips outside Australia?

DiDi has two available apps: DiDi-Greater China and DiDi-Rider.

“DiDi-Rider” is the global version of the DiDi app, launched for riders in Australia, Japan and Mexico. By enabling your location, you may automatically switch between countries and regions according to your GPS location. The app currently supports three languages: English, Japanese and Spanish.

For those travelling to mainland China, Hong Kong and Taiwan, please download the “DiDi-Greater China” app, available at online stores of the three regions.
When you are in the Chinese mainland, after signing in to the app, head to ‘My Account,’ where you can change the DiDi-Greater China app’s language setting to English.

We also provide a separate app called “99POP” for our services in Brazil.

Rider - Safety

What if the driver makes me feel unsafe?

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 our Support Team at help.rider@au.didiglobal.com. 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.

 

 

 

I was involved in an accident

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.

 

When should I use the Emergency Button?

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

 

 

How do I share my trip status?

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.

 

The driver was aggressive towards me

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. 

 

The driver discriminated against me

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.

 

The driver’s car didn’t match the description

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. 

 

The driver didn’t match the driver’s profile photo

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. 

 

How do I set Trusted Contacts?

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. 

 

Rider Sign-Up

How to get a DiDi rider account

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!

Error adding a payment method

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.

 

Changing your email address

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.

Changing your mobile number or profile picture

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.

Changing the language

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.

Updating or deleting an address

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

 

Refer a friend

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.

Can I sign into DiDi-Rider with my DiDi-Greater China account details?

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.

RIDER
HELP 

EMAIL US

help.rider@au.didiglobal.com 

MAIL US

PO Box H117, Australia Square NSW 1215

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