Never share your email address, phone number, or other personal information with a customer. Even if they claim to be from Bolt Support. Always keep all communication with a customer within the Bolt app.
Bolt will only contact you via:
- Chat function in the help section
- Email from our official domain @bolt.eu
- Push notification or News inbox
- Phone call from +31202457438
Bolt will never contact you via:
- A booked ride
- WhatsApp via a foreign number (not +31)
If you’re unsure whether the contact is from us, visit our website, find an official contact, and email us.
What should you look out for?
Some individuals pretend to be Bolt Support through the chat of booked rides. They often indicate that there is an important customer or an extra-long ride with a high fare. Do not be tempted by this. If it sounds too good to be true, it often is.
What can I do if I suspect fraud?
If you suspect someone has booked a ride with you, always share this with Support. Make sure you have evidence.
As soon as someone asks for your details or pretends to be Bolt:
- Cancel the ride
- File a complaint with Support
- This will be handled within a week
- Your driver score will be corrected within a few days
- Cancellation fees will be paid if applicable.
When will I receive cancellation fees for fraud?
The following conditions must be met:
- You received a message via the chat about the booked ride.
- You are 2+ minutes on your way to the customer.
- The ride was cancelled after receiving a fraud message.
My driver score has dropped after an attempted fraud
Unfortunately, it takes a while before we can correct this. Therefore, always report suspicions offraud to Support. Your driver score will only be restored after reporting the fraud. This happens within 7 days.
What should you do if your account is hacked?
Send an email to netherlands@bolt.eu. Do not forget to fill in the additional information. We will restore your account within 48 hours.
Note: Bolt is not liable for any damages.
