How to contact DiDi support in New Zealand
For the fastest help in New Zealand, open the DiDi Rider app and go to the Help Centre from the left-hand menu. Safety-critical incidents go to the 24/7 Incident Response Team in the app.
Which channel to use
| Situation | Where to go |
|---|---|
| Question or problem with a trip, fare or payment | DiDi Rider app, left-hand menu, Help Centre |
| Left something in the car | Help Centre, "I left an item in the car" (lost property) |
| Lost the phone you booked with | DiDi's "I lost the phone used to request the trip" form |
| Account hacked, unknown trips or charges | Private message to DiDi's official Instagram or Facebook |
| Safety-critical incident | 24/7 DiDi Incident Response Team, via the app |
| Immediate danger | Call 111 |
| Driver sign-up or documents | DiDi Driver app and the driver help centre (driving with DiDi) |
In-app Help Centre
DiDi New Zealand's contact page says the fastest assistance is in the DiDi Rider app: open the left-hand menu and choose Help Centre. Start from the trip concerned so DiDi receives the trip details with your request. This is the route for fare questions, payment problems, driver behaviour and lost items.
Account security
DiDi asks you to act immediately if:
- you can no longer access your account,
- you notice suspicious activity, or
- you see trips or charges you do not recognise.
Send a private message to one of DiDi's official social media accounts, which serve Australia and New Zealand:
- Instagram: instagram.com/didiaunz
- Facebook: facebook.com/DiDiAUNZ
Never send your password or a verification code to anyone, including accounts that claim to be DiDi.
Urgent safety incidents
For safety-critical incidents in New Zealand, DiDi runs a 24/7 Incident Response Team, contacted through the app. During a trip the SOS button connects you to emergency services and shows your location. In any emergency call 111. More in safety.
Phone numbers and offices
DiDi New Zealand does not publish a customer phone number, email or office address on its contact page. This guide only lists channels DiDi itself publishes, so it does not give an "0800" number or a driver hub address in Christchurch or Auckland.
Help for drivers
Drivers find answers on sign-up, documents and requirements in the driver section of DiDi's NZ help centre, and support through the DiDi Driver app. DiDi says drivers have access to a 24/7 dedicated support team. See driving with DiDi and driver requirements.