RIDER HELP

F.A.Q.

Rider - About Trip

Lost an item
If you have lost an item in a vehicle, 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.
What if the driver makes me feel unsafe?

We take any unpleasant incidents on your trip very seriously and will treat such incidents with the utmost priority. Unprofessional behaviour such as inappropriate comments, physical contact, aggressive behaviour or any other misconducts are not acceptable at DiDi.

If you have been involved in an incident, please make sure you and all other involved parties are safe.

Please notify police or emergency on 000.

Following this, 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.

Getting a fare estimate

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.

When and where is DiDi available in my city?

If the app suggests “DiDi is not available in your city”, keep checking here and our social media channels to find out where DiDi will be launching next.

Cancelling a DiDi ride

To cancel your request, you can tap the ‘Cancel Trip’ button on the lower left of the screen.

You are unable to cancel the trip once the trip has started.

If you cancel the trip 5 minutes after your driver accepts the request, or after your driver arrives at the destination (but before the trip starts), you may be charged a $10 cancellation fee.

Sharing trip status

Once a trip has begun you can select the “Share Status” button on the homepage. You can select who to share your trip with, allowing them to track your trip live.

Rating a driver

A card will pop up asking you “How was your last trip?” once your trip is completed.
You can now rate your driver out of 5 stars. Your review will remain anonymous.

How are trip fares calculated?

The trip fare varies by each State and Territory in Australia. The trip fare is calculated in the relevant State and Territory. Visit our Legal section for more information.

Getting a trip receipt

When a trip ends, we automatically send a receipt to the email address on your DiDi account.
Don’t forget to check your spam / junk folders if you find you aren’t receiving them!

Your DiDi account includes a trip history of every ride you’ve taken. To review:

  1. Select ‘My Trips’ from the app menu.
  2. Select a past trip.
  3. You can review the receipt, tax invoice, as well as the specifics of your route all in the one place.
Can I use the DiDi app for my 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, to enjoy our services.
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 Sign-Up

How to sign up a DiDi rider account

Your first trip is a tap away with DiDi with the simple following steps:

  1. Download the DiDi Mobility app in the App Store or Google Play;
  2. Register your rider 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. Adding a credit or debit card to your account will allow your trip fares to be automatically charged after each ride.

After completing these steps above, you are all set and ready 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. Below are some common errors which occur when adding a payment method:

  1. The CVV is incorrect. If a CVV number is entered incorrectly, you may not be notified immediately. You may only receive an error message after a completed trip.
  2. If you continue to receive messages about payment errors, please contact your financial institution to verify that your payment account is active and that you credit or debit card can be used for online payments.
Changing your email address

To change your email address follow these steps:

  1. Tap the Navigation bar on the left hand side of the DiDi Mobility App.
  2. Tap the Profile photo.
  3. Select Email > Change Email to input your new email address. Please note that the email address will need to be verified after each change.
  4. The system will send a one-time link to verify the email address.
  5. After the email has been verified, it will be associated with the DiDi account.
Changing your mobile number or profile picture

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

  1. Tap the Navigate bar on the left side of the DiDi Mobility App.
  2. Tap the Profile photo.
  3. Tap “Edit Profile Picture” or “Phone number” to change your profile picture or phone number.
  4. For phone number changes the system will send a one-time code as an SMS to verify the number.
  5. After the phone number has been verified, it will be associated with the DiDi account.
Changing the language

The DiDi-Rider app is currently available in English, Spanish and Japanese. You can change the language by heading to ‘Account,’ ‘Settings,’ and then ‘Language’ in the app.

Updating or saving addresses
  1. Tap the Navigate bar on the left side of the DiDi Mobility App.
  2. Tap Settings > Saved Places.
  3. Enter your home and work addresses and it will automatically be saved.4. To delete a saved home or work address, select Delete (at the top right hand corner of the screen), then select the delete icon.
Invite new riders

If you are a registered rider with DiDi, you are able to share the DiDi experience with friends and family and be rewarded at the same time.

Invite friends and family to ride on DiDi and they’ll get DiDi credits to spend on their first ride. Once they complete their first ride, you’ll also earn DiDi credits to spend on your rides.

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

How to find and share your referral link in the Rider App:

  1. Tap your profile picture in the top left corner of the homepage.
  2. Tap on “Invite Friends”
  3. Select how you wish to share your custom link with your friends and family.
  4. At the bottom of the screen you can choose how to share your custom link, tap “more..”. to see all the options
  5. Your friends or family must register and complete their first trip for your account to be credited.
  6. Once they take their first trip, your account will be credited

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

Can I sign into DiDi-Rider app with the same account that I already have on DiDi-Greater China?

Yes, you can use the same DiDi account to log onto 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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