DiDi lost property in Australia: get an item back from a driver

Get your item back step by step

Open the DiDi app and tap Me in the bottom-right corner of the home screen.
Open Help Center.
Search for and select "I left an item in the car".
Follow the instructions on screen to contact the driver and arrange the return.

Have these details ready: which trip, what the item looks like, where you sat, and where and when you can meet. Your phone number is not shown to the driver because DiDi anonymises numbers on both sides.

If the lost item is your phone

You cannot contact the driver through the app without the phone you booked on. DiDi's help centre has a separate entry for this case, "I lost the phone used to request the trip". Complete the form there and DiDi's team takes it from that point. You can also log into your account on another device to check the trip details; see account.

If the phone holds banking apps or payment cards, contact your bank too, and consider changing your DiDi password.

Act quickly

DiDi tells drivers that riders can contact them directly through the app's self-help function for trips that ended within the last 7 days. Report a lost item the same day if you can. Drivers keep working after your trip, so the item may travel a while before they see it.

Arranging the handover

Agree a public place and a time that suits both of you.
Keep all messages inside the app so there is a record.
If the driver does not respond, wait a little, as they may be driving, then use the Help Center again. Other routes are on contact support.

For drivers who find something

DiDi asks drivers to remind riders to take their belongings at the end of each trip. If you find an item, keep it safe and wait for the rider to contact you through the app; you can also reach the rider with the message or phone icon on the trip. See driver support.

Prevent it next time

Do a quick seat and floor check before closing the door.
Keep phones and wallets in a zipped pocket or bag on longer rides.
Add Trusted Contacts so someone can see your trip details if you lose your phone (safety).

Questions and answers

How do I contact a DiDi driver after the trip?

In the DiDi app tap Me, open Help Center, search for and select "I left an item in the car", then follow the steps to contact the driver. Your real number stays hidden.

I lost my phone in a DiDi. What now?

Without the phone you cannot reach the driver through the app. Use the "I lost the phone used to request the trip" form on DiDi's help centre and DiDi will help from there.

How long do I have to report a lost item?

DiDi's driver guidance says riders can reach the driver through the app's self-help function for trips that ended in the last 7 days, so act as soon as you notice.

Does the driver have to return my item?

DiDi expects drivers to help return belongings and reminds them to tell riders to take everything at the end of a trip. Agree the time and place through the app.

Left something in a DiDi? Lost property in Australia