Help

How can we help?

The fastest route is reporting from inside the trip in the app — the trip details come attached, so nobody has to ask you for them.

Riding

How do I pay?: It depends on your city — card, bank transfer or cash, where available. The app shows your options before you book, and the city pages list what each market supports.
Why is my final fare different from the estimate?: The estimate comes from the expected distance and time. A detour, traffic, a longer wait or a changed drop-off moves the final figure. Your receipt itemises it.
Can I book a ride for later?: Yes. Schedule it in the app and it appears under your upcoming trips; it is dispatched for you when the time comes.
I was charged a cancellation fee.: Where a fee applies it is shown before you confirm the cancellation. If you think one was applied in error, report it from the trip in the app so the details come attached.
Is my location tracked in the background?: No. MatRide uses your location only while the app is in the foreground and you are using a ride or safety feature.

How do I become a driver?: Sign up as a driver in the app. You will be asked for your details, your vehicle and your documents, which are reviewed before your first trip.
When am I paid?: A payout run happens every day, to the payout account you connect during sign-up.
What is deducted from a fare?: MatRide’s commission. Where a rider pays you directly in cash or by transfer, commission on those trips is settled through the app rather than taken from a card payment.
My application is still pending.: The app shows which step you are on and what is still needed. Documents are reviewed before approval, so a missing or unreadable document is the usual cause.

I forgot my password.: Use “Forgot password?” on the sign-in screen and we will email you a link to set a new one.
How do I delete my account?: Account → Delete account in the app. If you cannot sign in, email us from the address on the account.

Email support@matride.com, or see who to contact for other enquiries.