Help centre
Find answers fast. Can't? Email [email protected].
Bookings
How do I book a ride?
Open the app, set pickup and drop-off, pick a vehicle class, tap Get Offers. Drivers bid; you accept the offer you want.
Can I book ahead?
Yes. Set a future pickup time when creating the request. Drivers bid against that scheduled slot.
How do round trips work?
Toggle "Add return trip" and set the return date/time. A driver bids on both legs in one composite offer; payment is atomic.
Can I change my booking after confirming?
Pickup address can be changed if the driver hasn't left. Time changes require cancelling and rebooking — applicable fees may apply.
Payments
What payment methods do you accept?
Wallet (top up with card, PayPal, or cryptocurrency — USDT/USDC). All ride fares debit the wallet at confirmation.
How fast are refunds?
Refunds land in your wallet instantly. Withdrawal from wallet to bank, PayPal, or cryptocurrency depends on the rail you choose.
Do you charge surge?
No. Pricing is bid-based — drivers choose what they bid, you choose what you accept. There is no algorithmic surge.
Can I tip the driver?
Yes — after the ride, on the rating screen. Tips go directly to the driver's wallet.
Drivers
How do I become a WiseHop driver?
Download the WiseHop Driver app, upload your documents (ID, licence, registration, insurance, vehicle photos), and our team reviews each application. Approval time depends on document completeness.
How much commission does WiseHop take?
17.5% at base tier, dropping to 15% (Silver) and 13% (Gold) as you complete more trips at a 4.7+ rating.
When are earnings paid out?
Released to your wallet the moment the ride completes. Withdraw to bank, PayPal, or crypto any time.
Do I need my own vehicle?
Yes, and it must pass our vehicle inspection criteria (Mercedes E-Class equivalent or better; specific make/model lists available in-app).
Safety
Are drivers vetted?
Yes — government ID, driving licence, vehicle registration, insurance, vehicle photos, and a background check. Periodic re-verification too.
How does the SOS feature work?
Open the live ride screen, tap the red SOS button, confirm. WiseHop is notified within seconds with optional offer to call 999.
Can I share my trip?
Yes — one tap on the live ride screen generates a private trip-share link showing driver, vehicle, and ETA without phone numbers.
Are phone numbers shared?
No. All voice and chat route through the app. Numbers stay private on both sides.
Account
How do I change my phone number?
Profile → Personal Information → Phone. You'll need to verify the new number via OTP.
Can I delete my account?
Yes — Profile → Security → Delete account. Active bookings + outstanding balances must be settled first.
What languages does WiseHop support?
English and Arabic are fully translated. French, Spanish, Portuguese, Turkish, and Georgian are partial — rolling out incrementally.