How to contact DiDi support in Australia
Riders get the fastest help in the DiDi app: tap Me, then Help Center. Safety incidents go to the 24/7 Incident Response Team in the app, and emergencies to 000.
Pick the right channel
| Your situation | Where to go |
|---|---|
| Problem with a trip, fare, receipt or voucher | DiDi app: tap Me, then Help Center |
| Left something in the car | Help Center, "I left an item in the car" (lost property) |
| Lost the phone you booked with | The "I lost the phone used to request the trip" form in DiDi's help centre |
| Account hacked, strange charges or trips | Private message to DiDi's official Instagram or Facebook |
| Cannot reach your driver | Wait and retry, then DiDi's Facebook or Instagram |
| Felt unsafe, harassment, accident | 24/7 Incident Response Team via the app |
| Immediate danger | Call 000 (or the in-app Emergency Button during a trip) |
| Driver questions | Service Centre in the DiDi Driver app (driver support) |
Rider help inside the app
DiDi's Australian contact page is clear that riders should use the app for the quickest response. The Help Center lists the common issues (fares, payments, cancellation fees, lost items, driver behaviour). Pick the trip concerned, then the topic, so the request arrives with the trip details attached. That matters for things like disputed fares, cleaning fees or tolls paid in cash.
Things you can often sort out yourself first:
- A "double charge" is usually an authorisation hold that drops off within 3 to 7 business days (payment).
- A missing voucher may just need location services on; check Promotions, My vouchers (promo codes).
- Receipts are in My Trips and in your email, including the spam folder (tax invoice).
Account security problems
If you can no longer get into your account, notice suspicious activity, or see trips or charges you do not recognise, DiDi asks you to contact its support team at once by private message on its official social channels:
- Instagram: instagram.com/didiaunz
- Facebook: facebook.com/DiDiAUNZ
Only message the verified DiDi accounts and never share your password or a verification code.
Safety and emergencies
DiDi runs a 24/7 Incident Response Team for safety-critical incidents in Australia, contacted through the app. During a trip, the Emergency Button calls 000 and your location is shown in the app so you can read it out. Use it if you feel your life is in danger, have been assaulted, or someone in the car is seriously injured. Outside a trip, call 000 directly. More in safety.
Phone numbers and email
DiDi's contact page describes a phone line, but says it is dedicated to drivers and tells passengers to use the app. This guide does not list a rider phone number or email because DiDi Australia does not publish one for riders. Be wary of "DiDi helpline" numbers on third-party sites.
Drivers
Driver-partners contact support from the DiDi Driver app (Service Centre), which DiDi says is staffed 24/7, and can also get face-to-face help at DiDi Driver Hubs or at driver meet-ups announced on the DiDi Australia Driver Facebook page. All routes are in driver support.