Help Center


  • I've not been paid correctly or not at all

    Please note before reporting an issue : Payment for all work carried out between Tuesday - Thursday will be paid on Monday Payment for all work carried out between Friday - Monday will be paid on Wednesday. We will pay into the bank account given in the Driver App (see Profile--->Bank details) Confirm you had card-fares within the dates in question Allow for the standard interbank 2-3 business days (max.) transfer time after receiving the statement Consider Hailo’s commission taken from each fare Cash fare commissions will be deducted against the total payment If there was an issue with a fare and you contacted support, please know that manual adjustments are processed once a week (Monday) and will only show on the subsequent statement For issues concerning a specific job Go into Jobs--->Job History--->Job in question--->Tap "Report" Enter the details of the issue regarding this job Tap send For issues concerning a payment on your statement Reply to the email we sent your statement in Alternatively for any issues regarding payments you can email us on

    Nov 30, 2015 05:12PM GMT
  • I’m not receiving any jobs

    First ensure you are on shift and FREE. Then go to Settings > System Status and ensure all lights are green. If not then there could be an issue with your internet connection, GPS or with our system. If not then try the following: To check internet connection try accessing a website on your phone. To check your location , try going to GoogleMaps or AppleMaps to see if your location matches your current position. The most common reason why you may not be getting offers for a long period of time i.e more than 1 hour is due to a low demand at that given time and location. If you believe there is genuine issue and tried all options above, then use the Passenger App to try hailing yourself. Should that work, then it could be down to low demand at that given time and location. If you are unable to hail yourself then try going off and on shift. This resets your connection to Hailo. It will take around 30 seconds before you are available again. If none of the above works, then please contact us by sending feedback from the app. This will send the most recent logs from your device allowing us to check with all the details we need.

    Nov 30, 2015 05:16PM GMT
  • Locations are inaccurate

    This issue is usually due to a specific zone’s low GPS signal. It can also be related to the mapping system installed on the devices. Hailo works using the mapping system on both yours and the passenger’s device, and so if the street number appears incorrect this is not something we can rectify, we have to notify Google Maps, Foursquare and Apple Maps respectively for them to change.

    Nov 25, 2015 02:31PM GMT
  • Customer did not show up

    You are entitled to cancel a booking after waiting the required time - please see Hailo’s Cancellation Policy for details on the process. With pre-bookings, we ask you to send feedback via the app about the cancellation.

    Nov 25, 2015 02:28PM GMT
  • Passenger Behaviour

    If you need to report a passenger demeanour case, please send us feedback and we will proceed accordingly. Make sure to include the job’s reference so we can identify the booking.

    Nov 25, 2015 02:26PM GMT
  • My Bill has expired

    If your bill expires you may not be able to use Hailo. You will need to go back into the app and re-submit them. 1) Go into Profile ---> View Licences--->Select the relevant Bill (Green / Yellow) 2) Upload a new "Photo of Bill" 3) Update any "Information" such as Expiry Date. Please make sure that your Bill Photo is a complete picture of your Taxi Driver’s license (Bill) and that the photo is in focus. Once updated we will re-verify your document.

    Jan 05, 2016 02:40PM GMT
  • I’ve lost access to prebooked jobs

    You have been automatically removed from the feature because you failed a prebook and will need to send feedback in order to be reinstated. 3 important things to keep in mind: always go to your upcoming jobs list and activate the job 30 minutes before the pickup time so the passenger knows you are coming when on a job, always press SOON TO CLEAR before activating your next prebooking if you cancel a prebooking you are automatically removed from the feature

    Nov 25, 2015 02:20PM GMT
  • I forgot my password

    For security purposes, we do not store or have access to passwords to Hailo accounts. If you have forgotten your password, underneath the 'Login' button you can hit the yellow 'Forgot password?' option. From there, you will need to enter in your mobile number. We will then send you a 3 digit verification number via text, which you will then need to enter into the app and amend your password accordingly. If your still having issues then please contact

    Nov 30, 2015 05:13PM GMT