Support
Help with a trip, a fare, or an account.
The fastest route is from inside the app: reporting on a trip attaches the trip, the route and the timing to your message, which is what lets us look into it properly. Everything else reaches us at support@paxoride.com.
In an emergency, call 911. PAXO support is not an emergency service.
Common questions
My sign-in code did not arrive.
Codes are sent the moment you tap sign in, to the number you typed. Check the number digit by digit first — a mistyped digit is the usual cause. If the number is right and nothing arrives, your carrier may be filtering it; wait a minute, request it once more, and if it still does not arrive email us with the number so we can check delivery with our messaging provider.
Was I charged the fare I was quoted?
You should have been. The quote you accept is what the trip is created with, so the total cannot change between booking and drop-off. If your receipt disagrees with the quote you accepted, that is a bug and we want to know — send us the date and time of the trip.
Why is there a booking fee on my receipt?
The fare is shown as its parts: the metered amount, the tier, the minimum fare if it applied, a booking fee, and any toll or airport surcharge for your actual route. All of them are in the quote before you book. Nothing is added afterwards.
Can I get a refund?
Refunds are issued by PAXO staff after looking at the trip, rather than automatically. Email us with the trip date and what went wrong. A refund to a rider is absorbed by PAXO and never taken back out of what the driver earned.
I left something in the car.
Tell us as soon as you notice, with the trip date and time and a description. We can contact the driver on your behalf — neither of you has to share a phone number with the other.
I want to tip after the trip.
You can tip any time within seven days of a trip completing. The whole tip goes to the driver and is charged separately from the fare.
My driver verification is stuck.
Each checklist item has its own status — missing, under review, approved, rejected or expired — and the app names the ones currently blocking you. A rejected item shows its reason so you can resubmit. If an item has sat under review for longer than you would expect, email us.
I bought a Day Pass but I am not getting offers.
A pass makes you eligible for the calendar day it covers, but only on top of an approved profile with nothing expired. Check the verification screen first: an expired document stops offers even with a valid pass. If everything there is green, email us.
I want my data, or I want it deleted.
Email our privacy address and say which. You do not need to give a reason and we respond within 30 days.
What to include when you email us
- The phone number on your PAXO account — it is how we find you.
- The date and roughly the time of the trip, if it is about a trip.
- What you expected to happen, and what happened instead.
Please do not email us a card number, a one-time passcode, or a photo of a government ID. PAXO will never ask for any of those by email, and anyone who does is not us.
Other addresses
- Privacy, access and deletion requests: privacy@paxoride.com
- Anything else: hello@paxoride.com
Pre-launch
PAXO is not yet carrying trips, so most of the questions above apply from launch onward. If you are testing a pre-release build and something is wrong, tell us anyway — that is what the testing phase is for.