Move quickly to a safe area away from the accident scene, if you and your driver are involved in an accident.
If you're in need of emergency assistance like the ambulance or EMT, please call the Police hotline applicable in your city or country.
You may file a medical claim through either your driver’s commercial motor insurance where applicable.
If you need further assistance or support you can always email us care@trotro.io or dial 054-070-6607.
Sharing my ride details:
As TroTro App use you can always share your ride details with the people that you are most. Here is how to share. After your ride request, you can simply tap on the share icon on your phone’s screen and share – its that simple
How will the recipients see my ride details?
Tapping on the link opens a web page where your ride details can be tracked.
Will the recipients be notified of changes in ride details?
No alert will be sent when there’s a change in ride details. However, the updated information will be shown on the web page.
If you are ever in a car and you feel the driver is driving recklessly or observe any unsafe behavior of Trotro driver, please take the car details and call us immediately – our promise is to build a safe community.
TroTro is committed and it’s our promise to deliver a safer everyday ride experience for our passengers and drivers. Our policies are designed to provide comfort for our community members, with zero tolerance towards inappropriate gestures or aggressive behavior at all times. Report any inappropriate behavior immediately.
RIDE BOOKING PROBLEMS
There are no drivers in my area -
our ability to serve you is subject to available service providers in a given area at a particular time , please try again and we are very sorry about this. `
Surprise Trip? – if you wondering about a trip in your booking history or a trip you didn’t take, please call us if you concerns.
Accessing Receipts:
your ride receipts are sent via emails all the time, if you are not getting your receipts, kindly go under settings and check if you have the right email address for your account.
Charged incorrectly?: If you believe you were charged in error after reviewing the following information, select 'Contact Support' below so our Support team can assist you.
Ride started without me: If a driver started a ride without you, or you believe a different rider took your ride, let us know by selecting 'Contact Support' below and we'll investigate.
Family member or friend's ride:
If you don’t recognize a transaction, check whether your family or a friend used your account or a shared credit card to take a ride.
Credit or coupon didn’t apply:
Any valid ride discounts on your account are automatically applied to eligible rides. See the ‘Promos’ tab of your app to check for limitations and expiration dates. Learn more about ride discounts.
Scheduled rides for passengers:
Plan ahead by scheduling a ride up to 7 days ahead of time.
- How to schedule rides
- About scheduled rides
How to schedule a ride for a later time:
- Set your destination
- Tap 'Schedule' on the ride mode selection screen
- Choose a date and time and tap 'Set pick up time'
- Confirm your pickup and drop-off location, then tap 'Schedule.' That's it!
About scheduled rides:
When you schedule a ride, you must specify a pickup timeframe. A driver will arrive in the pickup window you choose. You can schedule a ride up to 7 days ahead of time. You can cancel a scheduled ride at any time, but Trotro’s normal cancellation fee policy applies if:
- You cancel the ride after a driver has been matched,
- The driver is on their way to pick you up, and
- The driver is scheduled to arrive within the designated pickup window.
Cancellation Fees:
Yes, certain fees may apply based driver wait time after arriving at pickup location or cancellation after driver accepting ride. Please read the terms and conditions.
Paid more on arrival:
most rides are on fixed fare quoted basis, there are also instances where rides fare go up slightly during some hours or peak times.
Maximum Driver Wait time:
we always advise riders to be always ready before requesting for ride. Usually, drivers have a maximum wait time of 5mins. Please keep this in mind.
Lost an item? :
if you lost an item during transit, please remain calm, we will track the driver for you, you can also use the in-app report as well to report lost item.
Best Route:
we always advice to let the driver use the best and shortest route as possible in situation fixed standard fares.
Car didn’t match:
we are always training our drivers to update their car records to avoid and maintain security and comfort for our riders all the time. Always check the car licensed number to confirm that it’s the right driver. Drivers are prohibited to share their Trotro driver account, and may only use the vehicle registered to Trotro. Report immediately when driver info doesn’t match.
Can I cancel my booking:
Yes sure you can always cancel your booking, in some cases, fees may apply depending on time rides were booked etc
Driver didn’t show up:
you can always cancel the ride and report that the driver didn’t show up.
Not comfortable in ride:
if you ever feel unsafe or not sure where you are, you can use the panic button to let your emergency contacts know exactly where you are.
Want to track driver:
you can use the in-app gps to track where your driver is at any point in time to plan ahead accordingly.
Destination changes:
Ride charges are calculated before the ride. During your ride, if you change your destination, make multiple stops, or attempt to abuse the platform, we may cancel the fare quote and charge you a variable fare using the final destination and time.
Payment method:
we support several payment methods all across the African continent, we support most mobile money in Ghana, Kenya, Nigeria, Tanzania, Zambia, Uganda. We also support Visa & Mastercard payments as well. We will support PayPal payment in the coming months in North America.
How to estimate a ride's cost:
To estimate the cost of a ride, enter your pickup and drop-off locations into our fare estimator.
How to book a ride:
To book a ride simply, download the TroTro App, sign-up and select the transport service needed.
How to identify my ride:
You can use the map to pinpoint the driver's location in real-time. The countdown timer will also let you roughly estimate the duration before the driver arrives. When your driver is arriving, start making your way to the requested pick-up point and look out for the driver's car. The driver's car plate number and vehicle model are displayed just below the map. Give a friendly wave to the driver to single you out.
Can I pay with Cash:
Yes sure you can pay with Cash, we discourage the use of cash in most cases due to change issues, it's always preferred to use mobile money or Visa/MasterCard.
OTP don’t work:
please ensure to request for one OTP and not multiple OTPs at the time of sign-up.
Having Trouble with sign-up:
Don’t worry kindly give us a call and we will resolve this for you.
Report Unsafe Detour or stops:
Your driver should provide a safe ride by following Trotro's recommended GPS route. If your driver is making an unsafe detour or stop without letting you know first, you may choose one or more options below:
- Tap the Panic button for immediate emergency assistance. It alerts Trotro's Safety Team and your emergency contacts.
- Share your ride details with your contacts.
Suggesting a different route:
For fixed fare rides, the driver has the right to take the fastest or shortest route available as recommended by a GPS. If you have a preferred route, reach a mutual agreement with your driver before moving off.
Like to compliment a driver:
You can compliment the driver by ratings and tipping the driver after a ride.The star rating system aids Trotro in keeping a high standard of service that we can all be proud of. It also assists in keeping track of passenger satisfaction and maintain high partner quality. Don’t forget to compliment your driver after a trip.
Help with the service to choose:
To ensure a smooth booking experience and to comply with Trotro regulations, we propose customers to select the suitable service type based on the following standard:1.The number of passengers - most of Trotro’s services serve for a maximum of 4 passengers If you require a service for more than 4 passengers, please select any of the 6-seater services (for 9-seater, 13-seater, 23-seater and 40-seater etc). Trotro has over 15 services to offer ( okada,keke septic tankers,water tankers, delivery etc) kindly go through the alternatives and find a suitable service to suit your need.
Verifying your email:
To make your Trotro account more secure, receive receipts and important messages from us, simply verify your email address.
Suspending an account:
Trotro team review bookings on efficient basis to ensure a good experience for both our drivers and passengers. Our review shows that you may not have used our app in accordance to Trotro's Terms of Service and hence deactivated your access.
Password issues:
reset and forgot passwords
How to update your profile:
You can update your profile such as email and phone number. Tap on the menu icon. Tap on my profile. Tap on the 3 dots at the top right corner and select edit Profile and tap on update information to
Can’t update your profile:
You can easily change your profile name, email, and phone via your trotro app.Check your internet connectivity. Don’t worry kindly Contact us,if you still have problems with changing your email, phone or name.
How to deactivate your account:
It’s unfortunate you are leaving us. Our charge has always been to attend to you better. Trotro is here to assist and want the opportunity to rectify any concerns you may have or problems you may be experiencing with your account. Deactivating your account you are also means been stripped off your existing Reward points, and other related benefits. If you join again in the future, your previously unused, Reward points, or Rewards can't be restored. Once deactivated, your Trotro account becomes inaccessible, and permanently closed. If you would still like to deactivate your Trotro account, contact us.