Jul 13, 2022
If you depend on Bolt to get around town, we understand it can be frustrating when you experience issues with the service. Luckily, our Support team is always there to help!
In this blog post, we’ve collected the most common questions our Support team receives and shared insights on why certain things may occur in your app.
Read on so you know what to do the next time something’s not quite right.
This article is for Bolt ride-hailing customers. If you’re using the Bolt platform as a driver, courier, Bolt Business user, or any other partner or customer, here’s how to contact Bolt customer support.
Get quick answers from our support articles for:
If you need additional help as a partner driver, contact customer support via the Bolt Driver app.
Fleet Owners can receive quick support via the Bolt Fleet Portal.
Get quick answers from our support articles for:
If you need additional help, contact customer support via the respective app: the Bolt Food app, the Bolt Courier app, or the Bolt Restaurant app.
Partner restaurants and stores can also contact customer support via the Bolt Food Partner Portal.
Get quick answers from support articles for:
If you need additional help, contact customer support via the Bolt app.
As an account administrator, you can contact customer support via the chat window in the Company Dashboard for any issues (including Bolt Food for Business).
As a company employee, contact customer support via the Bolt app.
Bolt’s Support team is available around the clock to help you, no matter the problem.
But first, check out our self-help articles, also available in the app. There’s a good chance your issue has a solution!
If you experience app issues, see an unknown charge, or just have a general question, you can contact the Support team in several ways:
We understand how frustrating it can be to open the app only to see that you can’t request a ride. Below you’ll see the potential causes for suspended accounts.
This may happen for several reasons:
If you think your account was suspended unfairly or there’s been a mistake, contact our Support team via in-app chat or email to request a review.
Please note that with a suspended account, you can still use the app for other purposes, like using other products in your country and checking ride history and account information.
You may want to delete your account for several reasons. Let’s have a look at them.
If you’re worried about your data and privacy, you can check what kind of data we process and how long we keep it. You can send us a request to delete your data or request a copy of your data at any time. The latter won’t result in your account being permanently deleted.
Once your account is deleted, you can’t restore any information connected to it, including your credit card information and promotions. Your Bolt Food account and remaining Bolt Balance (if any) will also be deleted. You can create a new account with a new phone number, but your previous data won’t be visible.
If you get a new device but keep the same phone number, there’s no need to delete your account and create a new one. Download the Bolt app, log in to your existing account with your phone number, and you’ll have all your data stored safely.
If you’re going to another country for a longer period and don’t think you’ll need the Bolt app — think again! Bolt’s available in more than 45 countries and 500 cities — you’ll get the chance to use our services again!
Although we do our best to maintain the highest service levels, some situations are unfortunately outside our control.
Let’s see what these potential situations are.
We conduct vehicle checks and carry out compulsory onboarding for all drivers. We explain how the app works, cover rider-driver interaction, and give tips on ensuring communication goes as smoothly as possible.
If you’re in a situation where a driver’s vehicle or behaviour wasn’t up to standard, please provide detailed feedback after the ride. This helps us to keep poor-quality drivers and vehicles off the platform.
Next time you want to share your feedback, submit a rating and a comment after the ride’s finished or contact us in the app or via email.
We take your feedback seriously — when a driver gets repetitive complaints regarding their car or behaviour, we suspend their account temporarily or permanently, depending on the severity of the situation.
If you get a receipt for a ride that you didn’t take — and you see a charge on your bank statement — here’s what to do:
If you request a ride in a busy area (shopping centre, concert venue, etc.), someone else could mistakenly get into your car. If that’s what happened, you can cancel your ride anytime — even when it’s ongoing. Simply cancel, choose the reason for doing so, and request a new one.
If you see that you were charged for such a ride, contact our Support team via in-app chat or email and explain the situation.
Pick-up issues are most common in busy areas with several entrances, such as shopping centres. You and your driver can use the Bolt app to send messages or call each other to find each other.
Please note that drivers can’t access some specific locations that vary by city. In this case, the app will suggest the closest location to meet your driver.
The same goes for closed residential areas with gates — you’ll have to wait for your driver outside the gate entrance as they won’t be able to get inside.
Now let’s see why prices can change mid-trip, why you may see several charges for the same trip, and what to do if your payment fails.
When you request a ride, you’ll see an estimated price for each category. Estimated prices can change for several reasons:
If none of these reasons apply, and you’re concerned about the amount you paid, contact our Support team via the app or email.
We understand that you may need to cancel a request. And we have a cancellation fee to compensate our drivers for their time and fuel in this situation.
You’ll be charged a cancellation fee in the following situations:
If you think you were wrongly charged a cancellation fee, please contact our Support team via the app or email.
Card authorisation is often mistaken for an unknown charge.
Card authorisation is a temporary card verification hold from your bank to check your card’s validity and minimise fraud. It’s a temporary hold of money never charged to your account but can be listed as a pending charge.
The amount is usually released immediately or within ten business days, depending on your bank. Please contact your bank or financial institution if the amount hasn’t been released after ten business days.
Payments and card authorisations may fail for several reasons:
If payment or card authorisation fails, you won’t be able to request a ride. In this case, please contact our Support team via in-app chat or email.
You can check your promotions in the Promotions section of the Bolt app.
If you’re entering a new promo code and it’s not working, make sure that:
Here are a few more things to keep in mind:
If none of the above apply to your case, please contact our Support team via in-app chat or email.
As much as we want to help you find lost items, Bolt isn’t responsible for things you leave behind.
If you think you left an item in the vehicle, you have 24 hours to contact the driver through the app. Please check your Ride history to see this option.
If 24 hours have passed, please contact our Support team via the app or email and give them the ride details and item description. We’ll do our best to get it back to you!
If you lose your phone, you’ll need to contact our Support team via local email address. Select your city and scroll down to the Contact Us section, where you’ll find the contact details.
We encourage all drivers to use a GPS navigation system to ensure you get to your destination fast. This way, drivers can take the shortest route possible and be aware of accidents, construction works, or traffic jams.
But if you think your driver took a poor route for no reason, and you were charged more, contact our Support team via in-app or email.
Please note that the final price changes if you change your destination after ordering a ride.
That certainly was a lot of information! But at least you now know the most common situations and questions are.
If you’re new to our platform, download the app today and try Bolt’s high-quality, safe, and affordable rides.
