DiDi app not working: what to check
First test another network and reinstall or update the app. For login codes, payment errors and driver trip problems, DiDi's help centre gives specific fixes, listed below.
When DiDi will not load, will not log you in or will not take your card, the first question is whether DiDi is having a wider problem or something is wrong on your phone. This page does not report DiDi's live status. It shows how to narrow the problem down and then lists the fixes DiDi's Australian help centre gives, separately for riders and drivers.
Is it DiDi or your phone?
Work through these in order:
- Switch networks. Try mobile data if you are on Wi-Fi, and the other way round. If the app starts working, the problem was the connection.
- Open another part of the app, such as the Help Center (rider app: tap Me, then Help Center). If nothing loads on any network, the fault is probably not only on your side.
- Check DiDi's official channels. DiDi's Australian help centre names its official Instagram and Facebook accounts as places to contact support when you cannot get into your account or cannot reach a driver. The handles of the shared AU/NZ accounts, Instagram (didiaunz) and Facebook (DiDiAUNZ), are listed on DiDi's New Zealand contact page. Only use the verified accounts and never send a password or verification code.
Basic phone checks (general advice, not DiDi instructions)
These are standard steps for any app and are not taken from DiDi's help centre: restart the phone, update or reinstall DiDi from the App Store or Google Play, make sure location services are on for the app, and free up storage if the phone is nearly full. This is also the sensible first response to unexplained messages such as "parameter error", which DiDi's Australian help pages do not describe.
Riders: common problems
No verification code
DiDi sends a verification SMS when you sign up, a 6-digit code to your registered mobile when you tap Forgot Password on the login page, and a code to the new number when you change it. If nothing arrives, check the number on the account and that your phone can receive SMS. If you can no longer get into your account at all, DiDi asks you to message its official Instagram or Facebook account straight away. Account details are covered in account.
Payment method errors
If DiDi will not accept a card, DiDi suggests trying another credit or debit card and re-entering the details carefully. Common causes it lists:
- insufficient funds or invalid transactions
- an expired, lost or stolen card
- a wrong card number or CVV
- suspected fraud
A card issued outside Australia may need your bank to authorise DiDi transactions; otherwise add a card issued in Australia. DiDi accepts debit cards, credit cards and PayPal, and no cash. For anything else, DiDi recommends contacting your bank. More in payment.
Cannot request a new trip
If a previous fare is unpaid, the app shows Payment Pending and you cannot book again until it is paid. A disputed fare also stays pending while DiDi reviews it. If the money has already left your account but the message remains, DiDi suggests waiting a couple of days for the status to update.
Voucher not showing
Make sure location is enabled, then look under Promotions, My vouchers (promo codes).
When to contact support
Riders get the fastest help in the app: Me, then Help Center, choosing the trip and topic. DiDi's phone line in Australia is for drivers. Safety-critical incidents go to the 24/7 Incident Response Team through the app, and emergencies to 000. All routes are in contact support.
Drivers: common problems
Not receiving trip requests
- Online time limit. After 13 hours online, the DiDi Driver app takes you offline automatically. The red banner shows the times, and you need 8 consecutive hours offline to reset. Track your hours by tapping your profile picture, then Account, Online Hours.
- Point-to-Point trips. With a destination set, you only get requests heading that way.
- Airport trips. You must accept the airport terms in Settings, Legal before airport requests reach you (airport).
- Low demand. The map in the app shows high-demand areas; darker red means more demand.
Account suspended
Your Weekly Completion Rate is calculated every Monday. Falling below your city's minimum can bring a reminder or a temporary suspension, and four weeks in a row below it leads to deactivation. Behaviour such as cancelling or declining many trips can also lead to suspension.
Facial verification and documents
DiDi uses facial verification to match you against your profile picture when you log in, so a clear, current profile photo matters. To upload or update documents, tap the driver icon at the top left, then Documents. If registration was unsuccessful, DiDi tells you why by SMS, and you can view declined items and re-submit valid documents. New applications take 3 to 5 business days.
When to contact support
Use the Service Centre in the DiDi Driver app (tap your profile picture), and the 24/7 Incident Response Team in the app for safety incidents. DiDi also runs driver meet-ups announced on its DiDi Australia Driver Facebook page. Details in driver support and DiDi Driver app.