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Start riding with DiDi in 3 steps

  • DOWNLOAD THE APP
  • REGISTER AN ACCOUNT
  • REQUEST A TRIP

FREQUENTLY ASKED QUESTIONS

  • Signing up
    • How to sign up a DiDi rider account
      Your first trip is a tap away with DiDi with the simple following steps:
      1. Download the DiDi Mobility app in the App Store or Google Play;
      2. Register your rider account with your mobile number, name and email address. You will receive a verification SMS during the sign up process.
      3. Before you can request your first trip you will need to complete your payment details. Adding a credit or debit card to your account will allow your trip fares to be automatically charged after each ride.
      After completing these steps above, you are all set and ready to go!
    • Error adding a payment method
      If you are experiencing an error adding your payment details, try using another credit or debit card payment. When adding it again, please make sure all the payment information is correct. Below are some common errors which occur when adding a payment method:
      1. The CVV is incorrect. If a CVV number is entered incorrectly, you may not be notified immediately. You may only receive an error message after a completed trip.
      2. If you continue to receive messages about payment errors, please contact your financial institution to verify that your payment account is active and that you credit or debit card can be used for online payments.
    • Changing your email address
      To change your email address follow these steps:
      1. Tap the Navigation bar on the left hand side of the DiDi Mobility App.
      2. Tap the Profile photo.
      3. Select Email > Change Email to input your new email address. Please note that the email address will need to be verified after each change.
      4. The system will send a one-time link to verify the email address.
      After the email has been verified, it will be associated with the DiDi account.
    • Changing your mobile number or profile picture
      To change your mobile number or profile picture follow these steps:
      1. Tap the Navigate bar on the left side of the DiDi Mobility App.
      2. Tap the Profile photo.
      3. Tap "Edit Profile Picture" or "Phone number" to change your profile picture or phone number.
      4. For phone number changes the system will send a one-time code as an SMS to verify the number.
      5. After the phone number has been verified, it will be associated with the DiDi account.
    • Changing the language
      The DiDi Mobility app is currently available in English and Spanish....
    • Updating or saving addresses
      1. Tap the Navigate bar on the left side of the DiDi Mobility App.
      2. Tap Settings > Saved Places.
      3. Enter your home and work addresses and it will automatically be saved.
      4. To delete a saved home or work address, select Delete (at the top right hand corner of the screen), then select the delete icon.
    • Invite new riders
      If you are a registered rider with DiDi, you are able to share the DiDi experience with friends and family and be rewarded at the same time.
      Invite friends and family to ride on DiDi and they'll get DiDi credits to spend on their first ride. Once they complete their first ride, you'll also earn DiDi credits to spend on your rides.
      To ensure you receive your reward, be sure to use your customised referral link.
      How to find and share your referral link in the Rider App:
      1. Tap your profile picture in the top left corner of the homepage.
      2. Tap on "Invite Friends"
      3. Select how you wish to share your custom link with your friends and family.
      4. At the bottom of the screen you can choose how to share your custom link, tap "more..". to see all the options
      5. Your friends or family must register and complete their first trip for your account to be credited.
      6. Once they take their first trip, your account will be credited
      Please note that the referrals only apply to riders who sign up and use the DiDi app in Australia.
    • I'm not receiving receipts or emails
      Following a completed ride, a receipt will be sent to the email address associated with your DiDi account automatically. Please check the spam or junk folder if you did not receive a receipt of your ride.
      To send your receipt to an email address:
      1. Select My Trips > Send Receipts and select the trip you want to share.
      2. After you enter your email address, a receipt will be sent to you immediately.
      3. If still not receiving emails or receipts, please contact help.rider@au.didiglobal.com for further assistance.
    • Can I sign into DiDi Mobility with the same account that I already have on DiDi-Greater China?
      Yes, you can use the same DiDi account to log on DiDi Mobility. In the event that a driver needs to confirm your pickup location, the phone number associated with your DiDi account must have international roaming enabled. If you do not have international roaming enabled, you may use our in-app Instant Messaging (IM) feature, which allows drivers and riders to communicate in real time. The IM feature includes a translation system allowing riders and drivers to communicate between English and Spanish.
  • About your trip
    • Lost an item
      If you have lost an item in a vehicle, please contact our support team at help.rider@au.didiglobal.com or 1800 861 602.
      Please have your trip details ready, so we can quickly contact your driver to arrange the prompt return of your item.
    • What if the driver makes me feel unsafe?
      We take any unpleasant incidents on your trip very seriously and will treat such incidents with the utmost priority. Unprofessional behaviour such as inappropriate physical contact, assaults or any other misconducts are not acceptable at DiDi.
      If you have been involved in an incident, please make sure that you and your parties are safe.
      Please notify police or emergency on 000.
      Following this, please contact our Support Team through help.rider@au.didiglobal.com or 1800 861 602. Informing us of your incident will allow us to take immediate action to ensure the DiDi platform remains safe for both riders and drivers. We will work closely in cooperation with all local authorities.
    • Getting fare estimate
      To view a fare estimate, type in your intended destination in the “Where to” box.
      If you want to change the pick up point, please tap the pick up location in the bar on the top of the page then update the address.
      Once pick up and drop off points have been entered, a fare estimate will be displayed under the vehicle icon.
    • When and where is DiDi available in my city?
      If your app suggests "DiDi is not available in your city", please check our official website and social media channels to find out when we will be bringing DiDi to your city.
    • Cancelling a DiDi ride
      To cancel your request, you can tap the 'Cancel Trip' button on the lower left of the screen.
      You are unable to cancel the trip once the trip has started.
      If you cancel the trip 5 minutes after your driver accepts the request, or after your driver arrives at the destination (but before the trip starts), you may be charged a $10 cancellation fee.
    • Sharing trip status
      Once a trip has begun you can select the "Share Status" button on the homepage. You can select who to share your trip with, allowing them to track your trip live.
    • Rating a driver
      A card will pop up asking you “How was your last trip?” once your trip is completed.
      You can select either a thumbs up or a thumbs down. Your review will remain anonymous.
    • How are your trip fares calculated?
      Pricing varies by state and territory in Australia.
      When riding with DiDi, we want you to have full transparency with how your fares are calculated. This is based on your actual trip, rather than a prediction of your trip. We know visibility and fairness is important to you.
      Prices vary by city so we've included our rates in the table below.
      -----
      State| City| Min Fare | Base | Distance| Time | Booking | Govt Fees | Wait time
      -----
      Please note the minimum fare applies even where the calculated fare is lower.
      In Melbourne:
      Minimum Fare: $7.5
      Base Fare: $2.00
      Distance Fee: $1.15/km
      Time Fee: $0.35/minute
      Booking Fee: $1
      Wait Fee: 0.55/minute(upto10)
      Levy Fee: $1.10
      In Geelong:
      Minimum Fare - $7.5
      Base Fare - $2.50
      Distance Fee - $1.25/km
      Time Fee - $0.35/minute
      Booking Fee - $0.55
      Wait Fee - $0.55/min(up to $10)
      Please note, the minimum fare will be charged where it is higher than the calculated fare.
    • Getting a trip receipt
      When a trip ends, we automatically send a receipt to the email address on your DiDi account.
      Don't forget to check your spam / junk folders if you find you aren't receiving them!
      Your DiDi account includes a trip history of every ride you’ve taken. To review:
      1. Select 'My Trips' from the app menu.
      2. Select a past trip.
      3. You can review the receipt, tax invoice, as well as the specifics of your route all in the one place.
    • Can I use DiDi App for my trips outside Australia?
      DiDi has two versions of apps: DiDi-Greater China and DiDi-Mobility.
      "DiDi-Mobility" is the global version of DiDi App launched for riders in Australia and Mexico. By enabling your location, you may automatically switch between countries and regions according to your GPS location. The app currently supports two languages, English and Spanish.
      For those travelling to the Chinese mainland, Hong Kong and Taiwan, please download the “DiDi-Greater China” app, available at stores of the three regions, to enjoy our services.
      When you are in the Chinese mainland, after signing in to My Account, you can change the DiDi-Greater China App's language setting to English.
      We also provide a separate app called “99POP” for our services in Brazil.
  • Payment and pricing
    • Fare estimation
      To view a fare estimate, type in your intended destination in the “Where to” box.
      If you want to change the pick up point, please tap the pick up location in the bar on the top of the page then update the address.
      Once pick up and drop off points have been entered, a fare estimate will be displayed under the vehicle icon.
    • Cancellation fee
      A $10 cancellation fee will be charged from riders in the following situations:
      A rider cancels 5 minutes (or more) after requesting a trip
      A rider cancels and the driver has already arrived at the pickup location
      If you believe you were incorrectly charged a cancellation fee, please contact us at help.rider@au.didiglobal.com and include your trip details.
    • Waiting fees
      Everyone's time is valuable and to recognise this, DiDi has introduced a per-minute waiting fee after a driver-partner arrives. This will only begin 3 minutes after your driver arrives at your location. Riders will be charged a waiting fee of $0.55 per minute.
      This will continue until your driver begins the trip.
      If the trip is cancelled, you will only be charged the cancellation fee. You will not be charged any waiting fees in this instance.
    • Fare Disputes
      This occurs when there are unplanned conditions such as traffic, road and weather conditions
    • Earning free rides
      Once you've created an account, you can share your referral link with your family and friends.
      You'll both get credit if they sign up using your link and take their first trip.
      To do this:
      1. Tap your profile picture in the top left corner of the homepage.
      2. Tap on "Invite Friends"
      3. Here, you can view the current referral offer and terms of use.
      4. At the bottom of the screen you can choose how to share your custom link, tap "more..". to see all the options
      5. Be sure your friends or family click on the link before signing up so that it's linked with your account.
      6. Once they take their first trip, your account will be credited
    • Pending charges on the payment
      If you have an outstanding payment on your account, it's likely because your fund on the account was insufficient for your last trip payment. Please make sure you complete the outstanding payment in order to request a trip again.
    • My account has been hacked
      If you notice any suspicious activity on your account such as:
      A receipt for a trip you did not request
      You cannot log into your account
      Your email address is not recognised when you login
      These might be indicators that your account has been hacked. Please do not hesitate to contact us immediately at help.rider@au.didiglobal for help. We recommend that you also contact your bank immediately to prevent any misuse of your credit card information.
    • My account is showing an unusual charge
      If you see an unfamiliar DiDi charge on your credit card or bank account, please check if the following apply:
      1. Do you share this payment method with a friend, coworker, or family member who may be using your payment information or a linked account?
      2. Check your trip history to locate the charge. It may be related to a trip you've taken or a cancellation fee, where the payment has been delayed.
      3. If the charge is a small amount, it is likely to be an authorisation hold. This is to verify your payment method and to protect users against fraud and unauthorised credit card usage.
      All authorisation holds are voided within a few business days, depending on your bank's policy.
      If you are still unable to recognise the charge, please do not hesitate to contact us immediately at help.rider@au.didiglobal for help.
    • Where to check my coupons and how do they apply?
      Tap the icon on the upper left corner, and select "Promo". Here can enter your promo code or check your current coupons.
      Please note that the system will automatically choose and apply the coupon that helps you save the most when requesting a trip.
    • Rejected card issues
      If you are experiencing an issue with your payment method, follow these steps:
      - Check your card number and information is correct, without typos
      - Check that your credit card allows for online payment
      If you are still unable to add the card to your account, please try removing the card and then re-adding it.
    • Adding or changing payment method
      At this stage, you'll only be able to add one payment method to your account.
      To add your pay ment method:
      1. Tap on the upper left hand corner and select Payment
      2. Add your card / payment method by following the on-screen prompts.
      You can edit your payment method by deleting your current payment method. To do this
      1. Tap on the upper left hand corner and select Payment.
      2. Tap on your payment method.
      3. Click 'Delete Card'.
    • Feedback
      Your feedback is important to us. If you have any suggestions or questions, please let us know at help.rider@au.didiglobal.com .

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