FAQ Frequently Asked Questions

Frequently Asked Questions

  • I cannot login into my account

    We apologize for the inconvenience and we will ensure you are logged back in as soon as possible! Please contact our Customer Service Team or try one of the following self-serve tips:

    • Ensure you have a stable internet connection
    • If you did not receive the verification code, make sure the phone number you have entered is correct
    • Provided you have a stable connection, It could take up to 60 seconds for the verification code to be delivered via SMS
  • Edit my account information

    If you change your phone number, you will be prompted to enter OTP verification code that will be sent to your new number. In your profile, you can edit:

    • Your first name, middle name and last name
    • Your email address
    • Your profile picture

    If you experience any technical issues while trying to edit your information, please contact our Customer Service Team.

  • I suspect my account is compromised

    If you believe someone has gained unauthorized access to your account and/or used your account without your consent, please contact our Customer Service team immediately to reset your account. Suspicious activity may include:

    • Unrecognized changes to your personal information
    • Requests you did not make in ride history
    • Receipts you do not recognize in ride history
  • My account is suspended or deleted

    Passengers are expected to:

    • Always be kind and respectful to our Driver Partners
    • Be careful and not damage Driver’s vehicle in anyway
    • Not cancel the trip unnecessarily
    • Always turn up for the trip and avoid longer wait times

    Repeated failure in adhering to any of the above rules could impact E-Cab’s integrity in the marketplace. Hence the passengers with consistent non-compliance could be issued a warning or their account could be suspended. If you believe that you were suspended unfairly or by mistake, please contact our Customer Service Team and request your suspension to be reviewed.

  • My App crashed

    If you are experiencing any issues while searching for a ride or during a ride, here are possible solutions:

    • Force stop the app and open it again
    • Update the app, if a new version of the app is available in App store or Play store
    • Update your phone operating system
    • Restart your phone
    • If nothing else fixes the issue, reinstall the app

    If the issue persists, contact our Customer Service Team

  • How to Share your Trip information

    This feature makes us unique in the marketplace. Your Trip information including Estimated Time of Arrival can be shared with your friends and family. This will allow them to view your trip in real-time on the map. You will be able to share when your driver arrives at your pickup location and starts the journey. To share your Trip details, tap on ‘Share’ option at the bottom of your screen, enter the contact details of the person you want to share the information with and Confirm. Note – Estimated Time of Arrival may vary based on external factors such as traffic jam, road works etc.

  • Recovering a lost item

    Lost Item - If you think you left your item in the vehicle, you will be able to report this issue via the app. Please check your Ride History to see this option. Alternatively, you can contact our Customer Service Team and provide the ride details and description of the item. We encourage passengers to report an issue within 24hrs of ride completion. Lost Phone - If you lost your phone, please contact Customer Service. Note – We will do all we can to help you get your item back however please note that E-Cab is not responsible for items lost during rides.

  • How to contact my driver

    Once a driver has accepted your trip request, you can contact them by tapping Driver details in the app. If you can’t reach the driver, please contact our Customer Service Team for further assistance.

  • Pickup took longer than expected

    We are sorry for the inconvenience caused! Please note, the estimated time of arrival depends on the number of drivers available at a specific time, location and traffic conditions. If you wish to provide your feedback, please contact our Customer Service Team. Your feedback will help improve our services.

  • Driver took a longer route to reach destination

    Drivers usually take the shortest route possible or the route chosen by the passengers. In cases where a driver is unfamiliar of the route, GPS navigation tools should be used. If you believe you have been charged inappropriately, please contact our Customer Service Team.

  • Driver’s vehicle condition was in poor condition

    Please reach out to Customer Service Team and let us know what was wrong with the driver’s vehicle. Although the responsibility to maintain vehicle condition lies with the driver, we will take necessary action to ensure our Driver Partners adhere to the quality of service standards!

  • Driver was really rude

    We are sorry to hear that your experience was not as per your expectation. You can report this issue via the ‘Ride History’ section of the app and clicking ‘Report Issue’. Alternatively, you can contact our Customer Service Team to provide ride details and the experience. We will take necessary action to maintain high standards of service.

  • How to rate a driver

    Ratings help us retain the best drivers and provide you with a high-quality and safe service. At the end of each completed ride, you have the option to rate your experience. One Star refers to low service and five is excellent service. If you have accidentally left an incorrect rating, you can inform our Customer Service Team so we can review it

  • Price was higher than expected

    Estimated Fare are calculated using the expected time and distance of the trip and local traffic, including the availability of the drivers and demand. The final price may be different due to:

    • Heavy Traffic jams
    • You have stopped at multiple places
    • You changed the destination or pick up point
    • Driver took a different route due to uncontrollable factors such as Traffic Jams, road works etc.
    • If your driver reaches your pick up location and waits for you for more than 5 minutes, you may be charged a wait time charge

    If you’re still concerned about the amount you had to pay, please contact our Customer Service Team.

  • Surge Pricing

    When demand for rides are high specifically during peak hours or special events, service fees are increased to encourage drivers to accept more rides. You can check the rates by clicking on the vehicle icon after entering the pick-up and destination details.

  • Booking fee

    Your convenience and safety is very important to us. Booking fee is levied to ensure we can continue to offer a convenient service with support from our operational team as well enhanced safety and security features via our platforms