Help Center

Help Center Need a hand? Find quick answers below, or write to us. A real person answers. Contact us Email: service@hizli-carpooling.com We usually reply within 24 hours. To help us answer faster, include the email of your account, what you were trying to do, and a screenshot of any error message. I can’t log in or I forgot my password Use “Forgot password” on the login page. You will receive a reset link by email. If nothing arrives, check your spam folder, then contact us. My profile photo or a document was rejected Open your profile, upload a new file, and our team will review it again. Use a clear, full, readable photo in JPG, JPEG or PNG format. Documents are reviewed manually, so it can take some time. We email you when something changes. I want to become a verified member Choose a plan in your profile: Student ($25/year) or Standard ($35/year). Upload your documents and wait for approval. Once approved, pay your membership. Payment is processed securely by Stripe. My payment went through but my account is not verified Your account is verified once your payment is confirmed and your documents, profile photo and (for drivers) car details are complete. Check your profile for what is missing, then contact us if everything is complete. Membership, renewal and cancellation Your membership is an annual subscription and renews automatically each year. Stripe may send you a reminder email before renewal. You can cancel whenever you like by closing your account from your profile. Our team is notified and takes care of the rest with you. If you cancel during your membership year, we refund the unused part of your membership, minus the payment processing fee charged by our payment provider. We’ll contact you to ask how you’d like to be refunded. If you don’t renew, or if a payment fails, your account goes back to a free account. You keep your profile and can come back to a verified membership at any time. I have two accounts Each person can have only one account. If we notice that you have two, we email you and you have 72 hours to close one of them. After that, we close the most recent one. If it has a paid membership, the refund rule above applies. If you think we made a mistake, write to us. I have a problem with a booking Cancelling: tell your driver or passenger as soon as possible. Payment for rides is made directly between members, so agree on the method before the trip. Hizli does not handle ride payments or payment disputes. If something went wrong with a trip, report it (see below). I can’t publish a ride The page tells you what is missing. Free members need a complete profile and an approved photo. Verified drivers also need car details and approved driver’s license, insurance and vehicle registration. I need to leave a review About 10 hours after a trip, your dashboard asks you to rate it. Leave your review there. Reviews are checked by our team before they appear. How do I report a problem or a member? Verified members can use the Report button. Our team reviews every report individually and keeps the reporter’s identity confidential. You can also email us directly. See our Terms for the community rules. My account was suspended or banned A banner in your dashboard shows the status. If you think it is a mistake, email service@hizli-carpooling.com. Your request is read by a real person. My account and data You can update your profile and photo at any time, and close your account yourself from your profile. If your account has been inactive for one year, we’ll email you. If we don’t hear back, we’ll close it. For any question about your data, write to service@hizli-carpooling.com. More answers See our FAQ and the How it works page.