When your driver score drops, you are asked to complete a guidance session to help you improve the service provided before continuing to drive. If you experiencing any issues, proceed by selecting the relevant scenario:
I can’t see or access the guidance session
The guide can be accessed by clicking on the Start session button on the modal window that will pop up on your screen.
If you can’t see the modal/Start session button, tap on the Driver score banner on the home screen to access it. If the Driver score banner is not visible in your app:
- Download the latest available app version
- Restart the app
- Reinstall the app.
If you continue to experience any issues, please reach out to our Support team via the app.
I completed the session but have not been reactivated
It may take up to 5 minutes for your account to be reactivated after completing the guidance. If more than 5 minutes have passed, follow the steps below to troubleshoot:
- Update your driver app to the latest version
- Log out and log back in
- Restart the app
- Reinstall the app.
If you continue to experience any issues, please reach out to our Support team via the app.
