FAQs

To reset your password, go to "Settings" and click "Logout". At the login page, click "Forgot Password". After you've confirmed your phone number, you'll receive a 4-digit pin via SMS. Use this pin number to update your password.

Click  www.lalamove.com/en-ae/driver to get started. To sign up with your vehicle, you must follow and complete our Virtual Training. 

You must own a vehicle to sign up as our driver partner.

You can update your vehicle's details or change your vehicle type by visiting your 'Profile' in the app, followed by 'Settings', 'Personal Information' and 'Vehicle Details'. Please follow the instructions in the app to perform an update or vehicle change.

Go to the “My Wallet” tab and then click on the “Bank Info” in the Lalamove Driver App. You may update your bank information there.

Please fill out the form and our Customer Service team will be in touch shortly!
https://bit.ly/driverpartnercontactinfo

You have two means to update your number:
1. Self-update via the app. Visit your 'Profile', followed by 'Settings'. You can request a number change by selecting your current number under 'Personal Information'.
2. Chat with our customer service representative via Live Chat in the app. Visit 'Help Center' under your 'Profile' to launch the Live Chat.

If you haven’t scheduled the training, click “Schedule Now” in the Lalamove Driver App and select Online (virtual training).

To select an order using the Lalamove app:
1. Click the Pick Up icon.
2. Confirm Working mode is turned on.
3. Confirm if you have no pending or picked up orders.
4. Pick up an order.

The fare of service is based on multiple factors such as traffic situation, order volume, availability of drivers, surcharges and so on. Hence the total fare of the service may vary. The fare displayed at the time of the request may not be the same if there is a change to order details.

Once you've accepted the order, you’ll be able to see the customer’s address and contact number.

You can view the phone number of the customer by clicking on the phone icon. If you click on the icon, your phone will automatically place a call to the customer. You can also reach out to the customer via text in the app.

Try uninstalling and reinstalling the application. Then login into your account as you normally would. If the issue persists, please contact our Customer Service team for assistance.

Click on ”Records” and filter the status of the jobs that you're looking for; i.e. Ongoing, Picked-Up, Completed or Cancelled.

Delivery time will follow the order stated on the App. 

Please contact our Customer Service team for assistance.

You are strongly advised to not cancel orders unless absolutely necessary (eg. car breakdown / accidents). You can cancel the order in the driver app within the grace period. After the grace period, you will have to contact our Customer Service team for assistance. Please call the user immediately before cancelling the booking.

If you regularly cancel successive trips or orders, your experience on the Lalamove Platform may be affected.

Please contact our Customer Service team for assistance.

Please contact the user via in-app chat. If user is not reachable, please contact our Customer Service team for assistance.

Please contact our Customer Service team for assistance.

If you can't find the pick up/drop off point, please contact the sender/recipient for clarification.

Please try to contact the user again via call or in-app chat. Contact our Customer Service team for assistance.

Please contact our Customer Service team for assistance.

Please contact the user and discuss how to return it to the user. If user is not reachable, please contact our Customer Service team for assistance.

If user chooses wrong vehicle/service, please advise user to cancel the order and book with the intended vehicle/service. If user refuses to do it, you can also cancel the order and state the reason as user was responsible for wrong vehicle/service. Contact our Customer Service team for cancelling after the grace period.

Please advise user to self-edit the order if the order status is still "on the way to pick up location". The order details and fare will be automatically changed. If the user wants to edit the order after you arrive at the pick up/drop off point, please contact our Customer Service team through live chat to edit the order.

Your safety is our priority, if the user is rude or abusive, we suggest you remain calm and professional. Please try to avoid engaging with them and finishing the order accordingly.

However, if the user keeps insulting you or being violent, and your safety is threatened, you can proceed to cancel the order and contact us if you need any assistance. Report to the local authority if necessary. Please remember your safety comes first.

Please contact our Customer Service team for assistance.

Please encourage users to cancel the booking and rebook, indicating the cancelation being that the good is too large for this vehicle type. Please contact our Customer Service team for assistance if necessary.

Click “My Wallet” and “Top-Up”. Pick a top-up amount and click “Top Up Now”. Click on “Online Payment”. Fill in your bank details, email address and phone number to proceed with the top-up.

If you do not have a bank account, please fill in the form https://bit.ly/driverpartnercontactinfo and we will be in touch.

Click on “My Wallet” and “Bank Info”. Fill in your bank account number, full name, and bank name, and click “Save”. A message will then prompt you to fill in your Lalamove password, NOT your bank password. Click “Confirm”.

Once you’ve saved your bank details, click on “My Wallet” and “Cash-Out”. Enter your withdrawal amount and click “Confirm”. The money will be transferred to your bank account accordingly.

If you do not have a bank account, please fill in the form https://bit.ly/driverpartnercontactinfo and we will be in touch.

If you click “Cash-Out” from Monday to Wednesday, the money will reflect in your bank account on Thursday night/Friday morning. If you click “Cash-Out” from Thursday to Sunday, the money will reflect in your bank account on Monday night/Tuesday morning. On average, the process will take three working days.

Yes, incentives are offered in the form of "Missions" from time to time.

Yes, there is! All vehicles have a sticker program with monthly payout. As long as your vehicle has a Lalamove sticker, we’ll pay you. If you’re interested in our sticker program, please apply for the program in the driver app.

Our stickers use paint-friendly adhesive. The chances of your vehicle’s paint job getting damaged are close to zero. In the event where you want to remove the Lalamove sticker, you can do so by removing it yourself or bring the vehicle over to the Lalamove Driver Hub.

Go to “Profile” and click on “Rating” to view your average rating. Improve your rating by requesting the customer to reward you with a 5-star rating if the customer is happy with your service.

It’s simple! Do your best to give an unforgettable and excellent delivery experience for your customers. In due time, you’ll have plenty of “Fans” who elect you as their favourite driver partner!

After the order is completed, go to the “Records” tab. You can rate your customer based on their respective order detail.

Valid Proof

To be considered as a valid Proof of Delivery, the picture must visibly show:

• Clear picture of delivered item (s) in a well lit area, during the unloading process

• Clear picture of the customer’s drop-off location:

  - House number, if not available, then

  
  
  

  - Lift document with address; if not available, then

  
  
  
  

• Customer door (residential) or company logo (non-residential)

Invalid proof

• Blurry pictures of location

  Example: 

  

• Zoomed in / Unclear Picture of delivered item

  Example: 

  

• Non-Related Pictures (no sign of actual delivered items)

  Example: 

  

• Selfie

  Example: 

  

• Covering the camera / Blank screen

  Example: 

  

  

The driver may choose to upload a legitimate signature from the customer or take Proof Of Delivery pictures.

Yes, a clear picture of delivered item (s) in a well lit area, during the unloading process is required.

An indication of the customer’s drop-off location must ALWAYS be clearly visible:

1. If you are delivering to a residential area, the customer’s flat or unit number should appear in the picture
2. If the flat or unit number is not available, you can take the picture with the lift document containing the building address
3. If the lift document does not contain the building address, you may hold the order and take a picture with the customer’s door in the background
4. If you are delivering to a non-residential area or any building where you cannot go further than the reception, you can take the picture with the identifiable logo (e.g hotel name) in the background
5. Pictures that do not contain any clear indication of the drop-off location might not be accepted as a valid Proof of Delivery

Please abstain from taking any pictures of customers' faces or the interior of their houses.

A small pop-up will appear on the top-right corner to indicate that you will need to submit proof of delivery upon order completion

Click either the two options to upload your proof of delivery

It's probably because the Users may have not enabled the Proof of Delivery feature in their app before placing an order.
For users: Kindly enable the Proof of Delivery feature in your Settings