Questions, answered.
Everything about riding and driving with Xryde — answered exactly the way the app works today, no fine print.
Riding with Xryde.
Booking, cash payment, cancellations and staying safe on every trip.
How do I book a ride?
Open the app, enter your destination, and choose your ride type — Xryde Economy or Xryde Comfort. Tap Book Ride and we'll match you with a nearby driver in seconds. Once a driver accepts, you'll see their name, vehicle details, and live location on the map.
How do I pay for my ride?
Right now, all rides are paid in cash, directly to your driver at the end of the trip. The fare shown in the app is the amount you pay. In-app payments (card and wallet) are coming in a future update.
What happens if my driver cancels?
If your driver cancels, the app automatically searches for another nearby driver. You're never charged for a cancelled ride.
How do ratings work?
After every completed trip, you can rate your driver from 1 to 5 stars. Your feedback helps keep Xryde safe and high quality for everyone.
How do I update my phone number or email?
Go to Account → Personal Information and tap the edit icon next to the detail you want to change. For your security, you'll confirm the new phone number or email with a one-time code (OTP).
Why was my ride cancelled automatically?
A ride may be cancelled automatically if no driver is available nearby, the request times out, or a driver couldn't reach your pickup point. Please try again, and drop your pickup pin as accurately as possible.
Can I schedule a ride in advance?
Not yet — all rides are currently booked on demand. Scheduled rides are coming in a future update.
Is there a cancellation fee?
No. There's no cancellation fee at this time, and you can cancel before a driver is assigned at no cost.
I left something in the car. What should I do?
Act as soon as you notice. If your trip is still active, use the in-app call or chat to reach your driver right away. If the trip has ended, open the Activity tab, find the trip, and submit a support ticket — our team will help coordinate with the driver to recover your item.
How do I contact support?
From your account, open Support & Legal. You can submit a support ticket, track your existing tickets, or call our support line on 0816 063 8494. Live Chat is coming soon.
Is Xryde safe? What safety features do I have?
Your safety is a priority. During a trip, tap Safety & Emergency and send an SOS — this instantly alerts the Xryde safety team, notifies your Trusted Contacts, and shares your live location with our team. You can also call the national emergency line (112) and manage your Trusted Contacts at any time. Always check that the driver and vehicle match the details shown in the app before you get in.
How do I delete my account?
Go to Account → Delete Account and follow the steps. Your request is processed and your personal data is removed in line with our Privacy Policy.
Driving & earning.
Commission, vehicle requirements, surge hours and your account.
How does Xryde commission work, and how do I pay it?
Xryde takes a 12% commission on each completed trip. Your commission adds up as “Amount Due” on the Earnings tab, and you can clear it any time by tapping “Pay Commission Debt” — payment is taken securely by card or bank through Paystack, right inside the app. If your unpaid commission reaches ₦6,000, your account is temporarily restricted from going online until you pay it down. New drivers get a 7-day free trial — no commission is charged on trips in your first 7 days after approval.
What happens if a passenger cancels a ride?
Xryde doesn't charge cancellation fees, so there's no cancellation payment when a passenger cancels. You only ever owe commission on trips you actually completed, as shown on your Earnings tab.
How do ratings work?
Passengers rate you from 1 to 5 stars after each trip, and your average rating shows on your profile. Consistently low ratings or repeated complaints can lead to a review of your account, so always aim to give riders a safe, friendly experience.
What are the vehicle requirements?
Your vehicle must be in good, roadworthy condition with valid documents — vehicle registration, insurance, and a roadworthiness certificate. You upload these during onboarding in the Vehicle & Documents section, and our team reviews and approves every vehicle before you can start driving.
What should I do if there's an accident?
First, make sure everyone is safe and call emergency services (112) if anyone is hurt. Take photos of the scene if you can. Then, from your active trip, open Emergency / Support to send an SOS to our safety team and get help. Report the incident to Xryde support as soon as possible afterward.
How do I update my phone number or email?
Go to Account → Personal Information and edit the field you want to change. For your security, you may need to confirm the new phone number or email with a one-time code (OTP).
Why was my account restricted or deactivated?
There are two separate situations. Restricted: if your unpaid commission reaches ₦6,000, your account is temporarily restricted from going online — just pay it down on the Earnings tab to lift it. Suspended or deactivated: our team can suspend an account for repeated complaints, expired documents, or policy violations. If you believe a suspension is a mistake, contact support to appeal.
Can I reject rides without a penalty?
You can decline ride requests, but your acceptance rate is one of the factors we use when matching trips. Declining often can lower your acceptance rate and reduce how frequently you're offered nearby rides.
How does surge pricing work?
Late at night and in the early morning — roughly midnight to 9 AM — fares automatically increase by about 1.5× (50% higher), so you earn more per trip during those hours. Surge is based on the time of day, not a map zone or demand area — the higher fare is already built into what the passenger pays and into your earnings.
Is there a daily earning limit?
No. There's no daily earnings cap — you can drive and earn as much as you like. Just remember to rest and follow local road regulations to stay safe.
What safety features do I have as a driver?
During a trip, open Emergency / Support to send an SOS to our safety team or call the emergency line (112). You can also set up Trusted Contacts who can be notified in an emergency. Your safety on the road matters to us.
How do I delete my account?
Go to Account → Delete Account. You'll need to clear any outstanding commission debt before your account can be deleted. After that, your request is processed and your personal data is removed in line with our Privacy Policy.
Still need help?
In the app, open Account → Support & Legal to submit and track a support ticket — or talk to a real person on our support line.