If your account is suspended:
- You will not be able to go online
- The reason will be displayed in the app with the required actions, if any
- For temporary account suspension, the end date or timeline will be also shown in the app
- If you don't see the date or any timeline relating to the suspension, your account is suspended permanently.
Please proceed according to the applicable scenario.
Account is suspended permanently
Follow the steps relevant to your situation:
- Invalid or expired documents: upload the valid documents via the Driver Portal
- Dangerous or harmful on-trip conduct (low driver score): you can appeal the account suspension by contacting our Support team. The appeal will be reviewed and you will receive the outcome of the review via email or in the app.
If any actions are mentioned in the in-app notification about the account suspension, follow the instructions provided to get the suspension removed.
Account is suspended temporarily
Follow the steps relevant to your situation to get your account suspension lifted:
- Low ratings: the account suspension will be removed automatically or after completing a re-training session.
- Any form of misconduct: the account suspension will be removed automatically, after a one-on-one discussion with a Support team member, or after completing a re-training session.
- Suspicious activity: the account suspension will be removed automatically after a given period of time. You can see the end date of the account suspension in the app.
- Dangerous or harmful on-trip conduct (low driver score): your account will be reviewed by the Bolt team within 2 working days after the temporary suspension was applied and you will receive the outcome of the review via email or in the app.
If any actions are mentioned in the in-app notification about the account suspension, follow the instructions provided to get the suspension removed.
If you require assistance, please contact our Support team through the app.
