Meet at the booked pickup

Your request records a pickup point. Walking or driving away after requesting a ride does not move that agreed point automatically. Check the pickup before requesting bids. After a driver is assigned, use the trip's communication controls to agree a safe meeting point.

If the booked pickup cannot be used, cancel through the trip's supported controls and request a new ride from the correct location. Wait for the original cancellation to be confirmed. Do not leave an abandoned request open or assume it disappeared because you closed the app.

Understand progress

Live speed comes from an accepted, sufficiently accurate driver GPS observation. A valid stationary reading is 0; missing or stale speed is shown as unavailable. ETA is an estimate and can change with traffic, routing, location quality or connectivity.

The driver's new full-screen 3D navigation is a driver workspace feature. Customers continue using their own trip-progress and safety controls. Navigation alone does not mark arrival, confirm boarding, start the trip, confirm payment or complete it.

Get help with the right trip

Use the short trip reference, current status and any displayed support code when contacting Support. After completion, use trip details, receipt, review and replay controls where available. Replay reflects recorded samples and may contain gaps.

Choose the task you need

This edition brings account, service, money and recovery instructions together by task. Follow the numbered steps, confirm the resulting state, and use the recovery guidance if an action is interrupted.

Illustrations are genuine device captures. Each caption identifies retained earlier-build examples where applicable; current controls, prices and policy prevail. Demonstration data is not a guarantee of availability, payment or readiness. No generated interface is presented as a live screenshot.

Current source build and schema are identified by the source-derived release facts. Your installed version, country, service permissions and current published policies control available actions.

Three checks before acting

1. Are you in the correct account, country and workspace?
2. Have you read the actual price, period, policy and prerequisites?
3. After confirmation, did the original record reach the expected state?

Core features and service workflows

Use these chapters for the newer screens and recovery paths. The rest of this manual retains the detailed ride, courier, rental, finance and account instructions.

• Start, resume and get help
• Account access, readiness and membership
• App lock, sign-in alerts and linked accounts
• Request a ride and recover an interruption

Phone illustrations are captured app screens, one per page. Older workflow captures are retained where no newer complete capture exists; their captions remain examples. The complete product has not been certified on every platform, country or device.

Start, resume and get help

This edition reflects the source-derived release facts linked on the publication page. Install the available store version; publication of these instructions does not mean every store has completed its review.

1. On How will you use KiloDrive?, choose Customer, provider services, or calculator tools. Nothing is selected for you. Existing users can choose I already have an account? Sign in immediately.
2. Choose your country and registration method. Review the audience and country before creating the account. If you correct a field or return from email confirmation, continue the same registration rather than starting another account.
3. Confirm your email and complete the requested account setup. Customers retain their chosen ride, rental or shipping startup service. Providers continue the readiness checklist for each selected service.
4. The optional getting-started video offers Continue to KiloDrive. It can be skipped, retried or replayed later from Help & Support. An unavailable video does not prevent continuing.

Return to the task you left

Open Notifications from the current screen and use Back to return to it. If an action was interrupted, reopen the existing trip, delivery, booking or payment and check its status before creating another one. Keep the support reference and approximate time if recovery fails.

Keep these guides available

Open About or Help & Support to read or download the End User Manual or Transportation Provider Operations Manual. The provider manual includes rental agencies and couriers. Save a PDF for offline reading; live prices, policies and available actions take precedence over screenshots.

Account access, readiness and membership

Three independent checks determine which actions are available. A paid plan does not approve identity documents or a vehicle, and approved documents do not create a paid subscription.

Respond to a standing decision

1. Open Account standing when offered by the account or restriction screen. Read the affected service, reason, duration and permitted next action.
2. Open Decisions and responses. Use the available response, remediation or appeal action and attach only relevant evidence requested by that form.
3. After sending, check the existing response status. If the result is uncertain, recover the same submission instead of sending duplicates.

Existing readiness or financial checks are not automatically findings of misconduct. A restricted account may retain specific paths to Support, emergency assistance or resolving an existing obligation. Use the actions actually offered; a restriction does not authorize starting new work.

App lock, sign-in alerts and linked accounts

1. Open Security and the app-lock control. If biometrics are available, follow the operating-system prompt. If they are unavailable, choose and confirm a four-digit device-local PIN.
2. Enable app lock and check it before sharing the phone. A cold launch locks an authenticated session immediately; returning from the background uses the configured grace period. Use the offered PIN fallback if the biometric prompt cannot be completed.
3. Use Active sessions to inspect signed-in devices, Passkeys to manage supported passkeys, and Social accounts to connect or disconnect supported sign-in methods. Keep a working sign-in method before unlinking one.
4. In Notifications, turn on Email me when my account is signed in for sign-in alerts. Inspect the account and session if you receive an unexpected alert.

If linking fails

If an Apple, Google or Facebook identity is already linked to another KiloDrive account, linking is refused. Read the message and recover the correct account or contact Support. Repeated taps do not move the identity between accounts.

Export or close your account

Open Data management to export data, deactivate or request deletion. Wait for the existing export/share action to complete; cancellation of a share sheet does not delete the export. Resolve active service, custody or financial obligations through their own workflows before completing account closure. Deactivation and deletion do not themselves cancel an Apple or Google subscription.

Request a ride and recover an interruption

1. Choose pickup and destination, then check the route preview. Review planned stops or a round trip in the route and fare; a changed route needs a current quote.
2. Review Proposed fare and open it for the breakdown and estimated loyalty points. Estimates are not earned points. If you edit an amount, use the explicit Apply action before continuing.
3. Check Cash or Wallet, the available balance, passenger count and any child-seat needs. Use Request Bids to choose an offer yourself, or the exact-fare automatic option where offered.
4. After submission, follow the existing request. A blank screen, timeout or lost connection does not prove that the request failed. Use its recovery/status action before trying again.

During a trip

Use the driver and vehicle details, journey timeline, ETA, chat/calling and sharing controls for the assigned trip. Speed requires fresh usable location observations; an unavailable value is not proof that the vehicle has stopped. Do not use the app speed or ETA as a safety guarantee.

Agree before changing the journey

Where enabled, a route/fare change or Request a return trip is a separate proposal. Read the new route, price, payment and timing before acceptance. The existing trip remains authoritative until the revised agreement is confirmed.

After completion

Check the completed trip and payment result, then submit a review when offered. Rewards and referral points depend on completed qualifying activity and the published programme. In Billing & Financial, inspect Rewards & Referrals and Points activity; sharing a code alone does not establish a referral or award.

Create an account and return safely

Start screen → customer or transportation service provider

Before you begin

Use your own accessible email or phone and select the country where you will use the service. Operational country, wallet currency and store billing country are separate choices.

Do this

1. For a new account, explicitly choose your audience. A provider also selects Individual or Organization and the first transportation service to set up. Existing users can choose Login without repeating registration.
2. Enter the requested details or use a supported social sign-in. Check the country and account summary before creating the account. Correct validation beside the affected field rather than submitting the same invalid form repeatedly.
3. Complete contact confirmation and required legal acceptance. Enter a confirmation code only in the app; do not share it with a driver, courier or another customer.
4. A customer selects an offered startup transportation screen. A new provider opens My Services and completes the readiness wizard for the chosen service.
5. On later visits, sign in with the same identity. To add a provider service, use enrollment/workspace controls instead of creating a duplicate account.

Check the result

You reach the selected customer screen or the correct provider setup/workspace. An email being verified does not by itself verify a driving licence or business.

Find profile, contacts and security

Side menu → Account & Settings → My Account / Personalization / Security

Before you begin

Check the active account and workspace, especially on a shared phone. Workspace-specific business tasks appear only in their own workspace.

Do this

1. Open My Account for identity/profile details, your photo, reputation, contact and data-management controls. Use the displayed verification action to correct missing or rejected evidence.
2. Open Security for authentication, active sessions, passkeys, linked social accounts, My Activity and Blocklist. Review unfamiliar sessions and revoke access using the available action.
3. Use Personalization for language, text size, appearance and device notification preferences. Change text size while viewing a screen and confirm buttons remain readable.
4. Open the notifications bell to inspect a message. Return to the originating task; do not treat an old notification as the current booking, payment or membership result.
5. Find version and legal information in About at the end of the side menu. Include the version when requesting help.

Check the result

Profile changes are reflected after a successful save. A local appearance change does not alter your legal identity, wallet currency or store account.

Request your first ride

Hail a Ride / Hail a Cab

Before you begin

Enable location if you want a current-position pickup, or select the pickup explicitly. Check the marker against the street entrance where you will actually wait.

Do this

1. Set origin and destination. Check addresses and map pins, passengers and any supported trip options before requesting a fare.
2. Read Proposed fare and its estimated points. Tap the fare card for the calculation, assumptions and reward estimate; the proposal is not a completed payment.
3. Review your offered amount and payment method. Request Bids asks drivers to respond; the automatic exact-fare acceptance choice changes how an eligible offer can be assigned.
4. Send the request once and remain with its offer screen. Compare the provider, vehicle, amount and relevant verification information before accepting.
5. After acceptance, open the assigned trip to follow pickup progress. Use trip chat/calling for safe coordination instead of sharing authentication details.

Check the result

The trip moves from a request awaiting offers to an assigned driver. Neither a submitted request nor a preferred invitation guarantees that a driver is available.

Check the vehicle and complete the journey

Assigned trip → arrival → Journey

Before you begin

Wait in a safe location. Match the actual driver, vehicle, colour and plate to the trip details before entering.

Do this

1. Read the arrival/vehicle-check card. If details match, confirm them using the offered action. Report a mismatch immediately; do not enter an unrecognized vehicle.
2. If a matching countdown is displayed, actively inspect the vehicle before it expires. A countdown is not a substitute for your safety check.
3. Follow Journey status once the driver starts the trip. Location age, accuracy and ETA are estimates; a stale point is not proof of the vehicle’s current location.
4. Use the trip’s sharing, chat, calling and safety controls as appropriate. For immediate danger, contact local emergency services; app alerts do not guarantee an emergency response.
5. At completion, confirm the final fare and payment state, view the receipt/history and submit a factual review. For a cash trip, follow the confirmed amount and avoid paying it again through an unrelated transfer.

Check the result

Completed trip history and payment evidence describe the finished journey. A cancelled trip is not a completed journey and may have different financial treatment.

Create a delivery in the guided steps

Shipping / Hail a Courier → new delivery

Before you begin

Decide whether this is a parcel collection, delivery from your location, or a shopping errand. The courier travels with the goods; this is not passenger transport.

Do this

1. Describe what needs moving, quantities, size/value and handling needs. Read prohibited-goods rules and give truthful declarations.
2. Set the sender/pickup and destination. Add recipient details when applicable; optional name/phone fields need not be filled simply to advance.
3. Choose immediate or scheduled work. Review each wizard step for validation and preserve a draft if you cannot finish now.
4. Attach useful photographs or documents through the provided controls. Include delivery instructions, not payment passwords or unrelated personal information.
5. Review the budget, route, payment mode and final summary. Submit once, compare offers and confirm an eligible courier. Save the tracking reference.

Check the result

A published job can receive offers; assignment identifies the courier who will take custody. A draft or reusable template has not booked a courier or authorized payment.

Approve shopping, delivery and returns

Delivery details → receipts / custody / support

Before you begin

For buy-and-deliver work, separate the courier fare from the goods budget. Specify substitutions and the maximum authorized spend before purchase.

Do this

1. Review any extra-spend or substitution request in the job. Approve only the amount and items you actually accept; a chat message does not replace the recorded financial action.
2. Inspect the merchant receipt against the agreed items and actual spend. Reject a mismatch with a clear reason rather than approving it just to close the journey.
3. Follow pickup and custody status. Arrange recipient evidence using the method requested by the job, such as a code, photo or signature.
4. If purchase or delivery cannot happen, use the inability-to-buy, return or dispute workflow. Do not ask the courier to improvise an undocumented cash settlement.
5. Review outstanding receipts even if the route is Completed, Cancelled or Returned to sender. Inspect service-fare settlement, unused goods money and merchant refunds separately.

Check the result

The transport record and money records each have their own final state. A finished route can still need a receipt decision or dispute resolution.

Find a suitable rental and branch

Rentals → Vehicles / Nearby map / Rental providers

Before you begin

Choose pickup and return dates/times before comparing availability. The branch timezone and operating hours affect whether those times can be accepted.

Do this

1. Expand Search rentals · Sort by · Filters when you need to narrow results. Apply your dates, search and filters, then review the current list.
2. Read the bold make/model/year, rental company, price marked p/d and seat count. The daily rate is not the full booking total or deposit.
3. Use Nearby map to inspect branch locations. A branch pin and vehicle count describe inventory, not a renter’s live position.
4. Open vehicle details, its provider details, Gallery and Rental policies. Inspect configuration, condition, accessories, rental duration limits and requirements.
5. Open a gallery image to inspect it, move between images and download where offered. Check the vehicle’s actual condition at collection; catalog images are not handover evidence.

Check the result

You have a vehicle and branch that fit the proposed period and your requirements. A catalog listing is not reserved until the server confirms a reservation/booking.

Check whether you can rent this vehicle

Vehicle details → requirements / rental qualification

Before you begin

Use the same verified identity. Each provider can apply a reusable requirement profile to a vehicle, so different vehicles may have different requirements.

Do this

1. Read each requirement beside your standing. A green check records the current evidence; a red X identifies something to resolve.
2. Review driving-licence verification, supported licence category, expiry, required photo, minimum age and required licence holding period. Follow any additional published lawful requirement shown.
3. Open the missing-item action and supply the requested evidence once. A generally verified account does not necessarily include reviewed driving-licence facts.
4. Wait for review where required. For rejection, read the reason and replace the specified evidence rather than submitting unrelated documents.
5. Return to the selected vehicle and obtain a fresh quote. The final check covers the selected rental dates, including document validity through return.

Check the result

The final quote/booking validation accepts the recorded requirements for this vehicle and period. A successful upload or today’s green preview is not a guarantee of future eligibility.

Reserve, book and confirm payment

Vehicle details → Request to Book / reservation option

Before you begin

Review total price, dates, pickup/return branch, duration limits, deposit, cancellation rules and eligibility. Ensure the displayed currency is understood.

Do this

1. Choose the supported collection/delivery arrangement and supply any required address. Re-read the final quote after changing dates or options.
2. Use Reserve when offered for a temporary unpaid hold, or follow Request to Book for the ordinary approval process. Read the server’s reservation expiry.
3. Open the resulting record and follow the next required action: provider decision, contract, payment or other prerequisite. Do not assume every booking skips approval.
4. Pay through the offered method only. For manual confirmation, provide the requested reference/evidence and wait for verified confirmation; an uploaded receipt is not confirmation itself.
5. Check booking status and payment status independently. Open the issued receipt and retain/download it from the record when available. Keep the booking reference for collection.

Check the result

A confirmed booking allocates the vehicle for its interval. Payment confirmed is still distinct from collection ready and actual handover.

Collect, extend and return a rental

My rental booking → handover / return / changes

Before you begin

Meet at the agreed branch/time. Ensure every additional driver is approved under the policy before allowing them to drive.

Do this

1. Complete the collection record with the provider: photographs, known damage, odometer, fuel/charge, keys/accessories and requested signatures. Read before confirming.
2. Use the vehicle only for permitted purposes and areas. Do not assume a rental allows ride-hailing, courier work, cross-border or ferry travel.
3. Request an extension before the policy deadline. Read the new quote and wait for availability and acceptance; submitting an extension does not authorize late return.
4. For cancellation, early return or substitution, review the displayed financial consequences and changed vehicle/policy details before consenting.
5. At return, complete the matching condition record. Track inspection, deposit deductions/release and any dispute. Save the completed records and receipts.

Check the result

Returned, inspection complete and deposit resolved are separate stages. The rental is financially closed only when its remaining obligations are resolved.

Share a contact card and save trusted people

My Account → contact card / contacts / favorites

Before you begin

Decide who needs your card. A shared card is a way to find a person, not proof that a payment or service has been authorized.

Do this

1. Open My KiloDrive Card and review the public-facing identity before sharing its QR code or link.
2. When scanning a card, wait for the app to resolve the person and check the displayed identity. Save the appropriate favorite type, such as driver, courier, recipient or trusted contact.
3. Use a saved person in the corresponding ride, courier, transfer or sharing flow. Review the recipient and service details again at confirmation.
4. If a card was shared with the wrong audience, use its available revoke/rotate action. Report impersonation or harassment from the contact controls.
5. For preferred service requests, read whether the request waits only for that provider or may open to the marketplace after the shown deadline.

Check the result

The person appears in your contact/favorite list with the correct type. A preferred invitation still needs acceptance and current provider eligibility.

Add money and verify one credit

Billing & Financial → Wallet / top-up

Before you begin

Read the active wallet currency, requested amount, funding currency, fee and estimated conversion. The final quote may differ from an old screenshot.

Do this

1. Choose a supported funding method and amount. Review the total charged and expected wallet credit before leaving the app for a provider checkout.
2. Complete the checkout once. Return through its app-return action; closing a browser is not payment confirmation.
3. Open the wallet and find the original payment. Confirm both its final status and the corresponding ledger credit before spending the money.
4. Tap the available balance to inspect held money and the balance breakdown. Held funds are reserved for an obligation and are not available to spend.
5. If a return shows an unconfirmed result, open the recovery/status action for that same payment. Retain its reference for Support.

Check the result

A successful top-up has a confirmed payment and one wallet credit. A provider receipt alone does not prove that KiloDrive has reconciled the wallet.

Earn, inspect and convert rewards

Home → Loyalty rewards, or Billing & Financial → Rewards & Referrals

Before you begin

Points are separate from wallet cash. Eligibility, earning rates, qualifying services and conversion thresholds follow the current published rules.

Do this

1. Open rewards and inspect the available points balance and points history. Check whether an entry is earned, pending, converted or reversed.
2. Generate or open your referral code and share it using the provided action. A code being used at signup is not yet proof of an earned reward.
3. The referred person must satisfy the stated qualifying activity, such as an eligible completed trip or rental, and any fraud or settlement checks.
4. Before conversion, read the minimum points, proposed points debit, wallet credit and currency. Confirm the quote once.
5. Check the conversion record, points history and wallet ledger. If the outcome is unresolved, use its recovery action instead of creating a second conversion.

Check the result

A completed conversion has matching points and wallet records. Estimated points on a proposed fare remain an estimate until the activity qualifies.

Deactivate, export or delete your account

My Account → data management

Before you begin

Review active rides, courier custody, rentals, wallet obligations and store subscriptions first. Deactivation, deletion and cancelling store renewal are different actions.

Do this

1. Export your data if you need a personal record. Store the download privately; it may contain account, activity and financial information.
2. For a temporary suspension, read the deactivation disclosure, including retained records and the reactivation route.
3. For permanent removal, choose Delete Account and All my Data. Complete required recent authentication and read the effects before confirming.
4. Follow the displayed resolution steps for active work, unsettled payments or organization obligations. Account deletion cannot safely erase another person’s ongoing booking or custody evidence.
5. Track the deletion request to its confirmed outcome. A request submission is not proof that every erasure stage has finished. Manage Apple/Google renewal separately in the store.

Check the result

The account screen gives the authoritative request/status. Records retained for applicable obligations are distinct from an active usable account.

Link sign-in methods and protect a shared phone

My Account → Security → authentication / social accounts

Before you begin

Keep at least one working sign-in method and access to its recovery contact. Linking a social identity is not the same as signing in with it.

Do this

1. Open the linked-account controls and choose the provider you intend to attach. Complete the provider’s own authentication and the current KiloDrive security challenge.
2. Read the result and refresh the linked-account list. If the identity belongs to another KiloDrive account, do not assume the accounts were merged.
3. Before disconnecting a method, verify that another method works. Follow any restriction that prevents removing your last usable sign-in route.
4. Review active sessions and passkeys. Revoke a lost device or unwanted session with the offered action, and secure the underlying email/social account too.
5. Before another person uses the phone, sign out. Reinstallation does not cancel store subscriptions or resolve payments. Keep each person’s KiloDrive account separate from the device’s Apple/Google billing account.

Check the result

The authentication screen shows the intended linked methods and sessions. A dismissed browser sheet or biometric prompt alone is not confirmation of linking.

Keep receipts, history and reports

Billing & Financial → transactions / reports; completed service record

Before you begin

Use the account and organization that own the transaction. A receipt for a store subscription, wallet top-up and rental payment describes different obligations.

Do this

1. Open the original ride, delivery, rental or payment and read its final status before saving a receipt.
2. Filter transactions by date range and type, then sort to find the matching reference. Separate a hold, its release, a refund and the final charge.
3. Use the available download/export action and verify that the file opens. Store personal records privately rather than posting them to a shared group.
4. Where scheduled reports are offered, choose the supported report type, cadence and format and verify the destination. Keep email contact details current.
5. For a missing receipt or unexpected entry, send Support the safe reference, period and problem. Preserve the original record until the investigation is complete.

Check the result

The downloaded report matches the selected account and range. A missing email does not mean a confirmed payment failed; check the in-app record and download route.

Read errors without repeating a payment

Open the current KiloDrive code directory for the exact KD-XXXXX shown. The code explains a situation; the separate correlation reference identifies this occurrence.

Send a useful support report

Include the operation, local time and timezone, app version, exact code, correlation reference and safe trip/booking/payment reference. Explain the last confirmed state and what appeared next. Remove passwords, confirmation codes, private documents and full payment credentials from screenshots.

A success with a warning is different from a failure. Refreshing a screen, dismissing an alert or clearing app data cannot reverse a completed server transaction. A code page is not a receipt or a live account lookup.

Submit identity evidence once

Open My Account and use the identity or readiness action for the service you need. Customer identity requirements depend on the current country/service policy; rental driving-licence qualification is a separate check.

1. Read the requested document type and required sides/pages. Use the currently accepted list in the app, not a document list from another country.
2. Enter accurate personal details and choose a clear, genuine document through the camera or file picker. Follow the displayed file type and size limit.
3. Check the preview for glare, cut-off edges, missing pages and unreadable dates. Submit through the protected document workflow.
4. Monitor Missing, Submitted, Rejected, Expired or Approved. Correct the specific rejection reason and resubmit the required evidence.
5. Return to the original service and refresh readiness. An uploaded document is not yet an approved document.

Keep evidence private

Use the designated upload control. Do not send identity documents through trip chat or a public sharing link. Support needs the case/reference and reason, not your password or authentication code. Do not reuse another person’s document or repeatedly submit the same rejected image.

Request, bid, and complete a ride

Create the request

1. From Home choose Hail a Ride.
2. For origin, type an address, choose a saved place, or use current GPS location. Type the destination and select a verified search result.
3. Choose the vehicle category, number of adults, pickup time, and payment method. Cash is selected by default when it is the only usable option.
4. Choose Near Me or Any driver, then review distance, traffic-aware ETA, alternate routes, toll indication, realistic response time, pickup probability, and the suggested fare range.
5. Enter your fare proposal. If paying by wallet, it cannot exceed available funds. Optionally enable exact-fare auto-accept, then submit the offer.

Choose the ride shape

Immediate and scheduled rides can include ordered intermediate stops. Round trips record a turnaround and waiting period. Hourly hire shows the booked minutes, the driver's disclosed hourly rate, and any configured minimum/maximum. Editing the fare from the offers screen updates the shared request so the creation and offer views do not show different amounts.

Scheduled guarantee status

If replacement cannot be secured before the country cutoff, the app says Not guaranteed. KiloDrive never hides that outcome behind a vague confirmed label.

Choose, ride, and close out safely

Choose a driver

The map displays eligible drivers while dispatch expands within configured limits. Compare offer amount, completed trips, categorized rating, achievements, verification, ETA, and vehicle. Exact-fare auto-accept applies only to a qualifying driver's acceptance of your current amount. Otherwise accept one offer yourself. Wallet payment is preauthorized when the bid is accepted.

Family and business travel

An authorized family manager or business administrator can invite members, delegate a booking, choose a cost center, apply ride/budget policy, centralize receipts/statements, and enable selected trip notifications or live tracking. Members see only what their role permits; a profile never grants unrestricted access to another user's account, chat, or location.

During and after the ride

1. Confirm the assigned vehicle and plate before boarding.
2. Use state-gated chat or the call button after bid acceptance. Chat closes when the trip completes or is cancelled.
3. Follow driver-arrived and trip-started states. Use the persistent safety controls during the active trip.
4. At destination, completion captures/releases payment as applicable. Review the chronological trip timeline and submit a fair rating.
5. To repeat a past route, open ride history and choose Repeat ride. The app clearly reports when no history exists.

Safety, security, and privacy

Permissions

KiloDrive explains why it needs location, camera, photos, microphone, notifications or biometrics before opening the OS prompt. Permanently denied permissions can be recovered through device Settings. Grant only what you understand.

Recovery and notifications

Password-recovery requests use the same confirmation response for every address. Follow the validity countdown, resend guidance and safe expired/used-code action; never repeat codes or share them with support. Security emails show the action, localized request and expiry times, device, OS, app version and a privacy-masked network hint.

The in-app Notification Center is the durable history for trip, chat, wallet, support and security updates even when push is denied or the phone is offline. Settings provide trip calls/status, chat, wallet/membership, promotion, vibration, read-aloud and quiet-hours controls. Security and narrow safety alerts remain mandatory. Phone silent/Focus/Do Not Disturb and channel settings remain authoritative.

Communication boundaries

Chat and calling are limited to assigned trip participants and active states. Messages may be retained for safety, support and legal needs but private content must not be copied to operational logs.

RideCheck, live sharing, and your data

Emergency Button

During an active trip, open the safety toolkit and tap Emergency to call local authorities directly (119 in Jamaica). State your name, location, vehicle plate and direction of travel. The button is hidden outside active trips to prevent accidental calls. KiloDrive does not replace emergency services.

RideCheck

When enabled, KiloDrive compares current trip telemetry with the mapped route and notices sustained material deviations or unexpected stationary periods. A route-change prompt tells you when it was detected and asks you to confirm that you are safe. Choose I'm OK — allow this route to log your decision, or choose emergency help to record the incident and open your phone dialler. RideCheck keeps monitoring for a return to the planned route. If you do not respond, the check is escalated to a safety case after the configured response period and authorized safety staff are notified. Detection evidence, responses, rejoining and escalation are retained under controlled access.

Why the driver's location may continue in the background

During approach, arrival, and an active trip, KiloDrive may use a visible Android location service or iOS background-location indicator so safety and live tracking continue when the driver locks the phone or changes apps. The rider receives freshness labels such as Live, Last updated, or Driver location temporarily unavailable. Collection stops when the assignment ends. The driver can stop sharing by ending the eligible trip state or revoking permission, but revocation may prevent safe trip operation. KiloDrive retains only what its published policy, safety, dispute, and legal duties require.

Live Trip Sharing

1. Add up to five trusted contacts and permit live-trip messages.
2. During a trip choose Share live trip and send the short KiloDrive link.
3. The recipient sees the route, live movement, assigned driver/vehicle, trip status and safety stops—never your phone, payment data or private chat.
4. The link expires automatically, can be revoked, and every access is counted.

Background checks and driver choice

Privacy & Safety lets you require All drivers, ID verified, ID and address verified, verified insurance, multiple ratings, fully verified, or Preferred Driver. Preferred Drivers are Gold members independently reviewed against trip/rating thresholds and current ID, address, police record, registration and insurance evidence.

How KiloDrive protects data

Identity documents and profile media use private object storage; transport is encrypted; authorization and tenant/country boundaries limit access; secrets and raw payment details are excluded from logs; audit records capture sensitive administrative actions; short links expire; and financial ledgers remain immutable. KiloDrive collects location only for dispatch, active-service execution, safety, disputes and lawful investigations, subject to retention controls. You may request access, export, correction or deletion through Privacy & Safety. Required finance, fraud, safety and legal records may be retained or anonymized. Never share OTPs, recovery codes or full payment credentials.

Calculator tools

1. Open Calculator Tools in the app or portal.
2. Enter all required values; negative numbers are rejected.
3. Review assumptions and results. Save a calculation when signed in.
4. Export a professional Letter-size PDF where offered. It includes the KiloDrive logo, title and generation date.

Calculators are estimates, not fare guarantees, lender offers, tax advice or legal advice.

Use the Rider portal

1. Visit the official portal at https://my.kilodrive.com.
2. Sign in using your approved account method and complete 2FA when prompted.
3. Use the rider-aware menu to open dashboard, ride history, wallet, reports, settings and support.
4. Open a ride to inspect status and available route/timeline information. Portal content follows your role and permissions.
5. Download reports from the Reports area using a preset or valid custom UTC range.
6. Manage notification categories, language and available account settings.
7. Use the Notification Center's unread and category filters, then open an item to reach the authoritative trip, wallet, membership, support or security workspace.
8. Sign out on shared computers.

Support and troubleshooting

Before opening a ticket

1. Check internet and API connectivity in Settings.
2. Confirm the selected country and that the service/category is active there.
3. Refresh the screen once; do not repeatedly submit payment or booking actions.
4. Record the time, screen, exact message and transaction/trip reference. Never include passwords or OTPs.
5. Open Support, select the affected trip/payment/document/delivery or rental, choose the structured issue type, and attach safe evidence.

Continue the conversation in the case message tab and add evidence to the same case. A closed case can retain finance, fraud, safety, or legal evidence even when the account later requests deletion. For product suggestions and private feedback, use the following feedback chapters.

Common situations

Available support options

Severity and response

Choose the category that reflects actual impact. Duplicate tickets slow investigation. Money, safety, privacy, identity, and account-compromise cases receive specialized handling; response time depends on urgency, evidence, provider dependencies, and jurisdiction.

Top-ups, cashouts, taxes, refunds, and disputes

• Card top-up: a hosted provider handles card credentials. KiloDrive credits only after an authenticated idempotent callback and does not store PAN/CVV.
• Cashout: funds move to held balance while limits, cooldown, velocity and fraud checks run; rejection returns the hold.
• Taxes/fees: amounts use local ISO currency/minor units. Displays are records or estimates, not personal tax advice.
• Refund: eligible cancellation releases a hold or writes a linked reversal; bank posting may take longer.
• Dispute/chargeback: quote the original reference. A chargeback can reverse an earlier credit, make a wallet negative and restrict cashout.

Safety, fraud, verification, legal or payment risk can temporarily cool off/suspend an account. KiloDrive provides remediation/appeal where allowed. Termination does not erase valid debts, refunds or required finance, tax, fraud, safety, dispute or legal-hold records.

How data is protected

KiloDrive uses encrypted transport, private object storage, centralized global identity, isolated country operations, UUIDv7 identifiers, role/tenant authorization, audited administration and sensitive-log redaction. Law-enforcement disclosure requires verified authority, jurisdiction and scope; emergency disclosure is limited to a documented good-faith threat to life/safety. Notice is provided unless prohibited or unsafe.

Breakdown, towing, collision, and injury

1. For injury, fire, crime or traffic danger, call emergency services immediately (119 in Jamaica).
2. Move to safety, use hazards and account for occupants. Do not move an injured person except on professional instruction or to escape immediate danger.
3. Use active-trip safety; do not falsely complete the trip. The vehicle must stop accepting work.
4. When safe, record location, plate, damage, road/weather, parties/insurer and police report number. Do not admit liability or publish private evidence.
5. Follow police/insurer/approved roadside towing instructions; verify operator, destination and custody.
6. For bodily injury, seek care, notify the insurer, preserve records and open a restricted case. Insurers/authorities determine fault and compensation.

Recurring rides and splitting a fare

Ride Hailing → Recurring rides; eligible ride → Split fare

1. For a recurring ride, choose pickup and destination, category, proposed fare, pickup time and at least one weekday. Read the displayed scheduling timezone before saving. Use Schedule active to suspend future requests when your routine changes.
2. Open the saved schedule to inspect its generated rides. A recurring request is not a guaranteed driver assignment. Review each occurrence and its offer, payment and cancellation state separately; changing the schedule does not prove that an already-created ride was cancelled.
3. To split an eligible fare, first save the intended people as wallet transfer recipients. Open Split fare, select payers and enter a positive amount or percentage within the fare total. Review and send payment invitations.
4. Each invited payer must authorize their own share. Inspect accepted, declined, expired and unpaid invitations before relying on their contribution. The requester remains the fallback payer; exact rounding and any remainder belong to the requester.
5. If sending invitations has an unconfirmed outcome, check that original request or use Retry original request when offered. Do not issue a second set of invitations to repair an uncertain result.

Assisted, family and business travel

My Account / travel profiles → applicable assistance or travel profile

1. Open Assisted rider profile when available. Enable the profile and specify practical boarding, mobility, hearing or vision preferences, service animal and extra boarding time. Enter wheelchair dimensions or weight only when relevant. Save and review the preferences before requesting a ride.
2. A caregiver contact and caregiver updates are optional. Provide only the information needed for the trip; do not put diagnoses or unrelated private records in instructions. Minimum trip-specific assistance is shared with a capable driver.
3. For a family or business travel profile, create or open the authorized profile, invite a member and assign the appropriate traveler, booker or manager role. An invitation must be accepted before treating it as active access.
4. Set per-ride and monthly limits, approved days/hours, payment rules and cost center where applicable. Select whom you are booking for and review central billing and notifications before submission.
5. Use the trip’s supervised conversation and pickup/drop-off confirmation controls when offered. Keep communications in the authorized trip context. Inspect monthly statements and remove unnecessary member access from the profile.

Wallet transfers and top-up cards

Billing & Financial → wallet transfers / top-up cards, where available

1. Check the wallet account, available balance and currency. Add the recipient by their email or phone through the recipient selector and confirm the resolved person. A saved contact alone does not authorize a transfer.
2. Select the recipient and amount, review the exact destination and displayed terms, and confirm once. Reopen transaction history to verify the resulting debit and credit status. Do not repeat an unconfirmed transfer with a new request.
3. For a top-up card purchase, review its denomination, price and funding terms. After confirmation, save the voucher code securely when it is shown. A code may be displayed only once; do not put it in screenshots or public messages.
4. To redeem, choose Redeem top-up card and enter the code or use the scanner. Confirm the resulting wallet entry rather than assuming that a scan added money.
5. If a recipient is unavailable, a restriction applies or a voucher result is uncertain, retain the operation reference and use its status/recovery action. Ask Support to investigate that original operation; reinstalling does not reverse it.

Courier schedules, changes and refund decisions

Shipping → saved drafts / recurring jobs; assigned job → changes and refunds

1. Save a package-delivery draft before creating a recurring courier schedule. Choose daily or weekly frequency, collection time, IANA timezone, first/last date, skip dates and maximum quote per job. Read the consent and save.
2. Inspect each occurrence. A fresh quote is required; Needs review means no job was created. Pause future occurrences when necessary. Recurrence supports package bidding, not shopping or automatic offer acceptance or wallet charging.
3. For an assigned job, use Job changes and waiting to propose a recipient change, extra stop, rescheduling or a supported payment-method change. Read the original and proposed terms. Both participants must agree before relying on the change.
4. If an item or merchant is unavailable, pause shopping and propose the allowed substitution or next action. Agree quantity, maximum unit price and additional funding before buying. Starting or ending waiting does not automatically authorize a waiting charge.
5. For a merchant goods refund, select the approved purchase receipt, record the actual amount, reference, recipient of the refund and private evidence. The requester reviews the report. Check the final reconciled state before treating money as returned.

Vehicle care, calculators and discovery controls

My Account / Vehicles; Tools; Personalization; About

1. Where account-owned vehicle tools are available, open the vehicle and record odometer, servicing, tyres, brakes, defects, documents and expenses. Review upcoming maintenance before using the vehicle for work. Saving a vehicle does not make it approved for passenger, courier or rental service.
2. Open Tools and choose the required calculator. Besides fares, tolls, fuel, mileage and loans, use the offered vehicle ownership-cost or Jamaica import calculator. Enter the actual assumptions, inspect the breakdown and export only where the tool provides it.
3. Open Personalization to select display mode, language, distance units and text size. Check larger text on your device. Notification preferences and native operating-system permissions are separate; use the appropriate app or OS setting.
4. Use My Account for reviews received/given and the available leaderboard for its stated period. Ranking and achievement information is not a guarantee of safety, availability or earnings.
5. Use About for the installed version and published app information. For a failed workflow, open Support with the precise operation, KD code, time and reference. Do not attach passwords, voucher codes or private identity documents to a general message.

Feature directory 1

Choose a feature below. Each linked chapter explains prerequisites, steps, the expected result and recovery when the action does not complete. Country, workspace, permissions and readiness determine availability.

Create an account and return safely

Start screen → customer or transportation service provider

1. For a new account, explicitly choose your audience. A provider also selects Individual or Organization and the first transportation service to set up. Existing users can choose Login without repeating registration.
2. Enter the requested details or use a supported social sign-in. Check the country and account summary before creating the account. Correct validation beside the affected field rather than submitting the same invalid form repeatedly.

Find profile, contacts and security

Side menu → Account & Settings → My Account / Personalization / Security

1. Open My Account for identity/profile details, your photo, reputation, contact and data-management controls. Use the displayed verification action to correct missing or rejected evidence.
2. Open Security for authentication, active sessions, passkeys, linked social accounts, My Activity and Blocklist. Review unfamiliar sessions and revoke access using the available action.

Request your first ride

Hail a Ride / Hail a Cab

1. Set origin and destination. Check addresses and map pins, passengers and any supported trip options before requesting a fare.
2. Read Proposed fare and its estimated points. Tap the fare card for the calculation, assumptions and reward estimate; the proposal is not a completed payment.

Check the vehicle and complete the journey

Assigned trip → arrival → Journey

1. Read the arrival/vehicle-check card. If details match, confirm them using the offered action. Report a mismatch immediately; do not enter an unrecognized vehicle.
2. If a matching countdown is displayed, actively inspect the vehicle before it expires. A countdown is not a substitute for your safety check.

Feature directory 2

Choose a feature below. Each linked chapter explains prerequisites, steps, the expected result and recovery when the action does not complete. Country, workspace, permissions and readiness determine availability.

Create a delivery in the guided steps

Shipping / Hail a Courier → new delivery

1. Describe what needs moving, quantities, size/value and handling needs. Read prohibited-goods rules and give truthful declarations.
2. Set the sender/pickup and destination. Add recipient details when applicable; optional name/phone fields need not be filled simply to advance.

Approve shopping, delivery and returns

Delivery details → receipts / custody / support

1. Review any extra-spend or substitution request in the job. Approve only the amount and items you actually accept; a chat message does not replace the recorded financial action.
2. Inspect the merchant receipt against the agreed items and actual spend. Reject a mismatch with a clear reason rather than approving it just to close the journey.

Find a suitable rental and branch

Rentals → Vehicles / Nearby map / Rental providers

1. Expand Search rentals · Sort by · Filters when you need to narrow results. Apply your dates, search and filters, then review the current list.
2. Read the bold make/model/year, rental company, price marked p/d and seat count. The daily rate is not the full booking total or deposit.

Check whether you can rent this vehicle

Vehicle details → requirements / rental qualification

1. Read each requirement beside your standing. A green check records the current evidence; a red X identifies something to resolve.
2. Review driving-licence verification, supported licence category, expiry, required photo, minimum age and required licence holding period. Follow any additional published lawful requirement shown.

Feature directory 3

Choose a feature below. Each linked chapter explains prerequisites, steps, the expected result and recovery when the action does not complete. Country, workspace, permissions and readiness determine availability.

Reserve, book and confirm payment

Vehicle details → Request to Book / reservation option

1. Choose the supported collection/delivery arrangement and supply any required address. Re-read the final quote after changing dates or options.
2. Use Reserve when offered for a temporary unpaid hold, or follow Request to Book for the ordinary approval process. Read the server’s reservation expiry.

Collect, extend and return a rental

My rental booking → handover / return / changes

1. Complete the collection record with the provider: photographs, known damage, odometer, fuel/charge, keys/accessories and requested signatures. Read before confirming.
2. Use the vehicle only for permitted purposes and areas. Do not assume a rental allows ride-hailing, courier work, cross-border or ferry travel.

Share a contact card and save trusted people

My Account → contact card / contacts / favorites

1. Open My KiloDrive Card and review the public-facing identity before sharing its QR code or link.
2. When scanning a card, wait for the app to resolve the person and check the displayed identity. Save the appropriate favorite type, such as driver, courier, recipient or trusted contact.

Add money and verify one credit

Billing & Financial → Wallet / top-up

1. Choose a supported funding method and amount. Review the total charged and expected wallet credit before leaving the app for a provider checkout.
2. Complete the checkout once. Return through its app-return action; closing a browser is not payment confirmation.

Feature directory 4

Choose a feature below. Each linked chapter explains prerequisites, steps, the expected result and recovery when the action does not complete. Country, workspace, permissions and readiness determine availability.

Earn, inspect and convert rewards

Home → Loyalty rewards, or Billing & Financial → Rewards & Referrals

1. Open rewards and inspect the available points balance and points history. Check whether an entry is earned, pending, converted or reversed.
2. Generate or open your referral code and share it using the provided action. A code being used at signup is not yet proof of an earned reward.

Deactivate, export or delete your account

My Account → data management

1. Export your data if you need a personal record. Store the download privately; it may contain account, activity and financial information.
2. For a temporary suspension, read the deactivation disclosure, including retained records and the reactivation route.

Link sign-in methods and protect a shared phone

My Account → Security → authentication / social accounts

1. Open the linked-account controls and choose the provider you intend to attach. Complete the provider’s own authentication and the current KiloDrive security challenge.
2. Read the result and refresh the linked-account list. If the identity belongs to another KiloDrive account, do not assume the accounts were merged.

Keep receipts, history and reports

Billing & Financial → transactions / reports; completed service record

1. Open the original ride, delivery, rental or payment and read its final status before saving a receipt.
2. Filter transactions by date range and type, then sort to find the matching reference. Separate a hold, its release, a refund and the final charge.

Feature directory 5

Choose a feature below. Each linked chapter explains prerequisites, steps, the expected result and recovery when the action does not complete. Country, workspace, permissions and readiness determine availability.

Read errors without repeating a payment

Open the current KiloDrive code directory for the exact KD-XXXXX shown. The code explains a situation; the separate correlation reference identifies this occurrence.

Open the linked chapter for its instructions and feature-specific controls.

Submit identity evidence once

1. Read the requested document type and required sides/pages. Use the currently accepted list in the app, not a document list from another country.
2. Enter accurate personal details and choose a clear, genuine document through the camera or file picker. Follow the displayed file type and size limit.

Request, bid, and complete a ride

1. From Home choose Hail a Ride .
2. For origin, type an address, choose a saved place, or use current GPS location. Type the destination and select a verified search result.

Choose, ride, and close out safely

1. Confirm the assigned vehicle and plate before boarding.
2. Use state-gated chat or the call button after bid acceptance. Chat closes when the trip completes or is cancelled.

Feature directory 6

Choose a feature below. Each linked chapter explains prerequisites, steps, the expected result and recovery when the action does not complete. Country, workspace, permissions and readiness determine availability.

Safety, security, and privacy

Use a unique password, phone/email verification, optional 2FA, social-login review, device sessions, biometric app lock and recovery codes. Keep the app and OS updated.

Open the linked chapter for its instructions and feature-specific controls.

RideCheck, live sharing, and your data

1. Add up to five trusted contacts and permit live-trip messages.
2. During a trip choose Share live trip and send the short KiloDrive link.

Calculator tools

1. Open Calculator Tools in the app or portal.
2. Enter all required values; negative numbers are rejected.

Use the Rider portal

1. Visit the official portal at https://my.kilodrive.com .
2. Sign in using your approved account method and complete 2FA when prompted.

Feature directory 7

Choose a feature below. Each linked chapter explains prerequisites, steps, the expected result and recovery when the action does not complete. Country, workspace, permissions and readiness determine availability.

Support and troubleshooting

1. Check internet and API connectivity in Settings.
2. Confirm the selected country and that the service/category is active there.

Available support options

Choose the category that reflects actual impact. Duplicate tickets slow investigation. Money, safety, privacy, identity, and account-compromise cases receive specialized handling; response time depends on urgency, evidence, provider dependencies, and jurisdiction.

Open the linked chapter for its instructions and feature-specific controls.

Top-ups, cashouts, taxes, refunds, and disputes

Safety, fraud, verification, legal or payment risk can temporarily cool off/suspend an account. KiloDrive provides remediation/appeal where allowed. Termination does not erase valid debts, refunds or required finance, tax, fraud, safety, dispute or legal-hold records.

Open the linked chapter for its instructions and feature-specific controls.

Breakdown, towing, collision, and injury

1. For injury, fire, crime or traffic danger, call emergency services immediately (119 in Jamaica).
2. Move to safety, use hazards and account for occupants. Do not move an injured person except on professional instruction or to escape immediate danger.

Feature directory 8

Choose a feature below. Each linked chapter explains prerequisites, steps, the expected result and recovery when the action does not complete. Country, workspace, permissions and readiness determine availability.

Display, navigation and the right next action

Open Settings - Display formats . Choose money separators such as 1,234.56 , 1.234,56 , or the offered space-grouped format, or follow your language. Currency codes remain part of money displays. This changes presentation, not the wallet currency, fare, exchange rate or amount charged.

Open the linked chapter for its instructions and feature-specific controls.

Sign-out, reinstall and shared phones

Sign out before handing the phone to another person. KiloDrive clears account authentication and account-bound screen/notification state. A new login establishes its own session. The previous user's wallet or purchase is not evidence of ownership for the next user.

Open the linked chapter for its instructions and feature-specific controls.

Pickup checks, Journey and communication

Inspect Your driver has arrived : the driver, vehicle image where available, make/model, plate, colour, year and recorded verification indicators. Compare them with the person and vehicle physically present. A badge describes recorded verification, not a promise that every optional document is mandatory.

Open the linked chapter for its instructions and feature-specific controls.

Sign-in and device access - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-10026

Meaning: The request lacks the authoritative installation credential required by admission or does not match the installation bound to its existing session.

Next action: Follow the device-registration or sign-in recovery prompt. If reopening KiloDrive once does not restore access, contact Support with this code. Do not repeatedly reinstall or create another account.

Prevention: Retain the registered installation credential securely and restore a session only on the installation to which it is bound.

KD-10033

Meaning: The sign-in could not establish accepted credentials and authorized access to the selected tenant.

Next action: Check the sign-in details and selected workspace, or use password recovery for your own account. Contact support if the correct identity has no authorized workspace.

Prevention: Use your own verified login method and the correct tenant workspace; avoid repeated guesses and use supported password recovery when needed.

KD-10073

Meaning: The verified provider subject is already owned by a different KiloDrive identity, so linking it to this account was denied.

Next action: This Apple, Google or Facebook identity is already attached to another KiloDrive account. Use that original account or contact Support to resolve ownership; trying again will not merge the accounts.

Prevention: Confirm both the active KiloDrive account and provider account before linking; do not infer ownership from a matching email.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Sign-in and device access - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-10074

Meaning: A verified provider identity has no stored social connection, and the request explicitly asked to sign in rather than create an account.

Next action: Sign in through an existing KiloDrive method; if you intend to create a new account, choose registration and review the account details.

Prevention: Choose registration for a new account or the already-linked sign-in method for an existing account.

KD-10091

Meaning: Another delivery confirmation cannot be issued while this delivery purpose's request limit is reached.

Next action: Wait for the limit to clear and use the current valid confirmation; request another only while the stop and delivery remain eligible.

Prevention: Avoid repeatedly requesting recipient or delivery confirmation codes.

KD-90121

Meaning: The request exceeded an enforced admission or endpoint budget.

Next action: Honor Retry-After, then repeat only the same intended request if still needed.

Prevention: Use bounded polling and preserve mutation identity while waiting.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Forms and uncertain results - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-90148

Meaning: The request’s fields, format, range, or selected contract values could not be accepted.

Next action: Correct the highlighted fields. If a payment or booking was already submitted, check its original result before resubmitting.

Prevention: Use the operation’s accepted values, lengths, range limits, language and request format.

KD-90049

Meaning: An operation with the original identity is still running or being reconciled.

Next action: The original request is still being checked. Wait, then use Check status for that same request. Do not create a duplicate payment, booking or offer.

Prevention: Keep the same key, payload and revision until the original operation finishes.

KD-90050

Meaning: An authenticated retry-sensitive mutation lacks its required operation key.

Next action: Return to the original task and use its recovery or status action. You do not need to create a technical key yourself. If the app cannot continue, give Support this code and the original transaction reference.

Prevention: Prepare the operation identity before submitting a retry-sensitive mutation.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Forms and uncertain results - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-90057

Meaning: An unhandled server failure prevented an authoritative response for this request.

Next action: Inspect original operation status and provide the support/correlation reference if unresolved.

Prevention: Keep durable keys and revisions and avoid replacement mutations after an interrupted response.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Identity and rental requirements - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-20023

Meaning: The selected identity document is expired and cannot be approved.

Next action: Request renewed evidence and review the replacement document before approval.

Prevention: Submit current evidence and review expiry before approval.

KD-20024

Meaning: The identity approval lacks the required current pending document or licence back image.

Next action: Request complete replacement evidence before recording approval.

Prevention: Review the exact account-owned current submission and both required licence images.

KD-20233

Meaning: The approved identity or licence document cannot be trusted through the rental return date.

Next action: Ask the rental provider to review current identity and licence documents before continuing.

Prevention: Keep approved identity and licence evidence current for the entire rental, including any extension.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Identity and rental requirements - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-20234

Meaning: A driver on this rental is not currently verified as an active account.

Next action: Complete account identity verification, then ask the provider to recheck every driver on this rental.

Prevention: Complete identity verification for every active rental driver before reserving or extending.

KD-20316

Meaning: The rental provider requires the renter to have a profile picture.

Next action: Add a profile picture in My Data, then refresh rental eligibility.

Prevention: Review the vehicle's requirement checklist and current provider profile before submitting the booking or edit.

KD-20317

Meaning: This rental requires KiloDrive-verified identity before a booking can proceed.

Next action: Complete identity verification, then refresh the vehicle's requirements.

Prevention: Review the vehicle's requirement checklist and current provider profile before submitting the booking or edit.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Wallet and rewards - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-40029

Meaning: The available wallet balance does not cover the amount required for this action; held funds are not spendable.

Next action: Refresh wallet and original operation status; add funds or reduce the amount only after resolving any earlier pending operation.

Prevention: Review the authoritative quote, account currency, permitted payment method, amount and fees; check the original operation before any replacement monetary request.

KD-40179

Meaning: The quoted conversion would credit more than the receiving wallet current top-up limit.

Next action: Enter a smaller USD amount and review a new quote.

Prevention: Use this operation’s supported fields and current source-owned amounts/state; retain its original payment reference whenever a prior monetary outcome is unresolved.

KD-40192

Meaning: The outstanding balance requires reviewed settlement before erasure.

Next action: Settle any outstanding balance, or review cashout and explicit forfeiture options for a positive balance before deletion.

Prevention: Use the current signed-in country workspace, saved recipient and reviewed amounts/fees; preserve original operation evidence if an earlier financial result is unresolved.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Wallet and rewards - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-40193

Meaning: A wallet update could not complete within the safe contention limit.

Next action: Refresh wallet and original operation status before confirming another financial attempt.

Prevention: Use this operation’s supported fields and current source-owned amounts/state; retain its original payment reference whenever a prior monetary outcome is unresolved.

KD-40614

Meaning: A quoted reward lot or policy revision no longer matches. Check the original conversion status before requesting a replacement quote.

Next action: Check original status before requesting a replacement quote.

Prevention: Keep the exact quote and revision through confirmation.

KD-40615

Meaning: This quote is past its validity period. Check whether its original conversion completed before requesting another quote.

Next action: Check whether the original conversion completed before requesting a new quote.

Prevention: Confirm only a current quote after checking previous outcomes.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Wallet and rewards - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-90675

Meaning: Your available points cannot cover this amount. Pending, expired or otherwise unavailable points do not count toward conversion.

Next action: Review available points and lower the requested amount.

Prevention: Exclude pending, expired, reversed and already-converted points from spendable totals.

KD-10307

Meaning: A referral cannot name the same account as both referrer and new user. Review the optional referral information before continuing.

Next action: Correct or remove the optional referral to continue registration.

Prevention: Use the original optional owned referral link and remove invalid intent rather than attaching it to an existing account.

KD-10310

Meaning: The system could not find an unused referral code for this account. Contact support if this continues; do not replace an existing account to obtain a code.

Next action: Retry account creation only after checking its original outcome; an operator can review allocation.

Prevention: Retain the permanent issued-code namespace even after erasure.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Account closure - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-10265

Meaning: The account-deletion eligibility check could not confirm the account's outstanding obligations. This attempt did not create a deletion request, suspend the account or revoke its sessions.

Next action: Contact support with this code and the occurrence reference so the incomplete obligation check can be resolved before requesting account deletion again.

Prevention: Keep every linked country workspace and its account projection available for the deletion eligibility check; do not suspend the account before that read-only check succeeds.

KD-10266

Meaning: Account deletion is blocked by an unsettled payment or store purchase. This does not mean the payment failed or that another purchase is safe.

Next action: Review the original payment or purchase in Resolution Center and have its result reconciled before requesting deletion again; do not start a replacement purchase.

Prevention: Reconcile original provider operations to a confirmed settled or no-charge result before account deletion; a zero wallet balance alone does not prove that payments are settled.

KD-10274

Meaning: Account deletion cannot proceed while you still own a rental company that is not closed. Deletion will not invent a successor or silently abandon the company's obligations.

Next action: Close the rental company after resolving its obligations.

Prevention: Resolve the company's bookings and financial obligations, then use its supported closure workflow before requesting account deletion.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Account closure - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-10275

Meaning: Account deletion is blocked by an unresolved rental reservation, vehicle-return record, claim, dispute or extension. A completed or closed label alone does not prove every obligation was resolved.

Next action: Open the existing rental booking and resolve its outstanding requirement.

Prevention: Finish vehicle return and resolve rental cases and extensions through their recorded workflows before requesting account deletion.

KD-10276

Meaning: Account deletion cannot proceed because rental payment, deposit, settlement or external refund evidence is unresolved. A manual receipt or refund label does not itself prove independently reviewed money movement.

Next action: Ask rental finance to resolve the existing payment evidence before account deletion.

Prevention: Retain the original rental payment and receipt references until finance confirms settlement, deposit handling and any external refund.

KD-10314

Meaning: Review your available and pending reward points. Before requesting deletion, explicitly agree to permanently give up those points when deletion is carried out. This is separate from any wallet balance consent.

Next action: Review a complete account-wide preview and explicitly accept points forfeiture separately from wallet balance decisions.

Prevention: Review a complete account-wide preview and explicitly accept points forfeiture separately from wallet balance decisions.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Account closure - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-10315

Meaning: The saved points evidence is no longer current or no longer matches this deletion checkpoint. Review the existing deletion request status before acting. Obtain and review a fresh points preview only when making a new request.

Next action: For a new request obtain a fresh complete preview. For an existing request inspect its original country checkpoints before any supervised recovery.

Prevention: For a new request obtain a fresh complete preview. For an existing request inspect its original country checkpoints before any supervised recovery.

KD-10318

Meaning: A reward points conversion is pending or its result is unconfirmed. Check and resolve that original conversion before account deletion. Do not start a replacement conversion while its outcome is unknown.

Next action: Inspect and reconcile the original points conversion using its original command identity; do not create a replacement conversion.

Prevention: Inspect and reconcile the original points conversion using its original command identity; do not create a replacement conversion.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Courier and shopping - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-10337

Meaning: Receipt items, quantities or prices do not match the current requester-approved list.

Next action: Agree substitutions or additional budget before spending

Prevention: Agree substitutions or additional budget before spending. Keep any interrupted original operation key and revision until its outcome is reconciled.

KD-20286

Meaning: The bearer no longer meets the current country identity and vehicle requirements.

Next action: Review current courier readiness

Prevention: Review current courier readiness. Keep any interrupted original operation key and revision until its outcome is reconciled.

KD-20287

Meaning: The selected vehicle lacks current verification or sufficient declared capacity.

Next action: Choose a verified vehicle that fits the parcels

Prevention: Choose a verified vehicle that fits the parcels. Keep any interrupted original operation key and revision until its outcome is reconciled.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Courier and shopping - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-30525

Meaning: The bearer has not agreed to advance the approved goods budget and reimbursement terms.

Next action: Review and accept the goods advance terms

Prevention: Review and accept the goods advance terms. Keep any interrupted original operation key and revision until its outcome is reconciled.

KD-30527

Meaning: The agreement expired or its job changed before the decision.

Next action: Decline it and request fresh terms

Prevention: Decline it and request fresh terms. Keep any interrupted original operation key and revision until its outcome is reconciled.

KD-30531

Meaning: The route exceeds the country's service areas or road-distance limit.

Next action: Choose stops within current courier coverage

Prevention: Choose stops within current courier coverage. Keep any interrupted original operation key and revision until its outcome is reconciled.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

Courier and shopping - error guidance

Use the exact KD code and occurrence message. The live outcome and correlation reference take precedence over a catalogue default. For an unknown or in-progress payment, booking or membership result, reconcile the original action; do not submit another payment.

KD-30535

Meaning: The spending request expired, was decided or no longer matches the current budget.

Next action: Check the recorded budget decision

Prevention: Check the recorded budget decision. Keep any interrupted original operation key and revision until its outcome is reconciled.

KD-30536

Meaning: The proposed budget increase or its explanation does not meet the purchasing rules.

Next action: Enter a permitted higher budget and reason

Prevention: Enter a permitted higher budget and reason. Keep any interrupted original operation key and revision until its outcome is reconciled.

KD-30537

Meaning: This job has reached its limit for additional budget decisions.

Next action: Ask support to review further spending

Prevention: Ask support to review further spending. Keep any interrupted original operation key and revision until its outcome is reconciled.

Other codes: open https://kilodrive.com/help/codes and search the complete code. Include the task, time, app version and correlation reference when contacting Support; never send passwords, verification codes or payment tokens.

More supported workflows

Open the linked procedure for steps and outcome checks. Availability remains country-, account- and permission-dependent.

Recurring rides and splitting a fare

Ride Hailing → Recurring rides; eligible ride → Split fare

For a recurring ride, choose pickup and destination, category, proposed fare, pickup time and at least one weekday. Read the displayed scheduling timezone before saving. Use Schedule active to suspend future requests when your routine changes.

Assisted, family and business travel

My Account / travel profiles → applicable assistance or travel profile

Open Assisted rider profile when available. Enable the profile and specify practical boarding, mobility, hearing or vision preferences, service animal and extra boarding time. Enter wheelchair dimensions or weight only when relevant. Save and review the preferences before requesting a ride.

Wallet transfers and top-up cards

Billing & Financial → wallet transfers / top-up cards, where available

Check the wallet account, available balance and currency. Add the recipient by their email or phone through the recipient selector and confirm the resolved person. A saved contact alone does not authorize a transfer.

Courier schedules, changes and refund decisions

Shipping → saved drafts / recurring jobs; assigned job → changes and refunds

Save a package-delivery draft before creating a recurring courier schedule. Choose daily or weekly frequency, collection time, IANA timezone, first/last date, skip dates and maximum quote per job. Read the consent and save.

More supported workflows

Open the linked procedure for steps and outcome checks. Availability remains country-, account- and permission-dependent.

Vehicle care, calculators and discovery controls

My Account / Vehicles; Tools; Personalization; About

Where account-owned vehicle tools are available, open the vehicle and record odometer, servicing, tyres, brakes, defects, documents and expenses. Review upcoming maintenance before using the vehicle for work. Saving a vehicle does not make it approved for passenger, courier or rental service.

Small rewards that add up

Ride awards belong to the customer; courier-request awards belong to the sender. Providers can earn qualifying referral rewards. Completing work as a driver or courier is not a separate provider award under these defaults.

Open Billing & Financial, then Rewards & referrals to see your available and pending points, history and conversion options. The default programme applies to Jamaica, Cayman Islands, Barbados, Trinidad and Tobago, Bermuda, United States and Canada. Country wallet currency and provider-plan minimums remain separate.

Ten points have a reference value of one US cent. A single point can therefore preserve a tenth of a cent without rounding it away. Convert at least 100 points, in increments of 10; a provider plan may require a higher minimum. The app quotes the actual credit in your wallet currency using an approved current exchange rate.

1. Complete eligible work and wait for verified settlement. Trip and delivery points have a 24-hour hold; referral points have a seven-day hold.
2. Check available points and the displayed conversion minimum.
3. Review the exact wallet-credit quote, currency and expiry, then confirm once.
4. If interrupted, check the existing conversion status before trying again. Verify the receipt and balance.

No time-only expiry is applied by these defaults. The programme has a 1,000,000-point country issuance budget and a 10,000-point individual lifetime cap. Fraud review, refunds and reversals can delay or reverse points. Cash trip completion alone is not proof of collection. Rewards never bypass cashout limits, source verification or wallet safeguards.

Choose goods cash collection only when needed

Goods cash collection is an optional courier workflow. It is separate from the courier service fare and from a shopping reimbursement. An ordinary delivery does not automatically ask the recipient to pay for its contents.

1. Create the delivery with accurate pickup, destination, package and handling information. Choose cash or wallet for the service fare where offered.
2. Once a courier is assigned, open the job's goods-cash collection action before pickup.
3. Choose the payer, recipient stop where applicable, currency and itemised parcel prices and quantities. Read and accept the cash-goods terms.
4. The courier reviews and accepts the agreement. Until that consent is recorded, do not assume cash collection is authorized.
5. At the actual handoff, record collected quantities, amount and receipt evidence. Follow the separate remittance process and verify its final status.

Outstanding courier exposure is capped at five times the per-job limit. Already-paid goods and buy-and-deliver reimbursement cannot be charged again as goods COD. A delivery status is not a receipt for remitted cash. If the amount, payer or receipt differs, preserve evidence and use the job-linked dispute/support path. Do not create a replacement payment merely because the app was interrupted.

Read the current country Courier and Bearer Agreement. A new required version must be accepted explicitly; past acceptance is not silently copied. Local licensing, mandatory rights, language requirements and restricted-goods rules still apply.

Choose bidding or exact-fare assignment

When requesting a ride, leave the exact-fare automatic acceptance checkbox off to review driver bids yourself. Select it only if you want KiloDrive to accept an eligible driver's offer at exactly your proposed fare. A counteroffer or different amount still requires your review. Ranking nearby drivers does not itself assign someone.

Automatic acceptance uses the same current driver readiness, membership, vehicle, blocking, wallet and revision checks as manual acceptance. Review the confirmed driver, vehicle and fare before travelling. If no eligible driver accepts, no assignment is guaranteed.

At the destination

Automatic trip completion can settle a wallet-funded, in-progress, unpaused trip when the server confirms stationary arrival. It requires at least one minute since the start, all planned stops completed or explicitly skipped, and at least three accurate destination observations over at least 30 seconds. Samples must remain within 50 metres, have accuracy within 25 metres and show speed no higher than 1 metre per second. The latest observation must be fresh and gaps must be no longer than 15 seconds.

The server rechecks trip state and the normal safety and financial rules before settlement. Poor GPS, movement, a pause, unfinished stops, an unresolved obligation or a concurrent trip change can defer completion. Automatic completion cannot invent a location exception or confirm cash collection. Cash and external-payment trips still require manual completion. Continue to use the trip's normal completion or support action when necessary.

Confirm the result

Look for Completed, the payment result and the receipt. Do not interpret a disconnected map or closed screen as completion. If the result is uncertain, refresh the existing trip before taking another financial action. A retry reconciles committed server state; it must not charge the same trip twice.

Glossary

Bid

A driver's acceptance or counter-offer for a rider's open request. The rider, not the ranking engine, selects the driver for a standard ride.

Any driver

A country-wide request option for eligible drivers beyond the Near Me dispatch expansion.

Scheduled guarantee

A future ride state reached only after driver reconfirmation and eligibility checks. A scheduled request can remain not guaranteed.

Travel profile

An authorized family or business workspace for members, delegated booking, cost centers, policy, statements, notifications, and selected live tracking.

Chain of custody

The ordered parcel pickup, OTP/QR, evidence, stop, delivery, failed-attempt, and return events.

Country cell

The country-scoped database boundary that owns local trips, wallets, settlements, rentals, notifications, and operational records.

Held funds

Wallet value reserved for an accepted service. It is unavailable for spending until captured, released, or refunded.

RideCheck

Consent-based safety monitoring that compares active-trip telemetry with the planned route and checks for material deviation or an unexpected stop.

Smart ranking

Candidate filtering and ETA-based ordering used to decide which eligible drivers are notified first. It does not auto-assign standard negotiated rides.

Trip share

A short-lived, revocable web link that lets a trusted contact see an authorized subset of active-trip status and location.

Wallet ledger

The immutable transaction history supporting the displayed available and held balances. Financial amounts use ISO currency and integer minor units.

Alphabetical task index

Choose a task to open its instructions. Page numbers refer to this PDF edition.