If you received in-app notifications or a receipt for a ride that didn't happen, please check which scenario applies to you:
- You booked a ride, but it didn't take place (for example, you and the driver couldn't find each other, or the driver couldn't reach you): You can review the ride status and any charges in My Journeys in the app. If you were charged a cancellation fee and would like to dispute it, see Issue with a cancellation fee.
- You received notifications or a receipt for a ride you didn't take: The charge may be a temporary card-authorisation hold from your bank, a payment for a previous unpaid trip, or a ride taken by a family member or friend who shares your payment method. Please see I want to report unknown charges for common explanations and next steps — including contacting your bank if you suspect fraudulent use of your card.
If none of the above resolves your issue, please contact our Support team via the app.
