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Contacting operator support

How to reach Pickup operator support in the app or by email, what to include in your message, and what to do first in an emergency.

2 min readUpdated 2 November 2026For operators

Most answers are in this Help Centre. When you need a person, reach us through the app. Every contact route is also listed on our Support page.

Safety first

Emergency? Call 112 first. Then tell us through the app. To report a safety issue, open Menu, then Safety, then Report a safety issue. It goes straight to Pickup safety, never to the guest.

In the app

  1. Open Menu, then Help.
  2. Search, or choose a topic: Bookings and trips, Payouts and tax, Safety, Damage and claims, Listings and documents, your crew and team, Account and access or Something else.
  3. If you still need help, tap Still need help?.

The chat is answered first by an automated AI assistant, and it tells you so. It asks for your consent before your first message. Tap Talk to a person at any time and the team joins.

For a problem with a specific booking, open the booking and tap the help icon at the top. Your message arrives with the booking attached. Your cases under Help shows your payout queries, disputes and claims in one place.

By email

Send from the email address on your operator account.

By post

Pickup Technology Limited, Lekki Phase 1, Lagos State, Nigeria. Mark legal notices for The Legal Function.

What to include

  • The booking ID
  • What happened and when
  • Photos, screenshots or documents that show it
  • What you would like us to do

The more complete your first message, the faster we can resolve it.

Disputes and damage

For damage caused by a guest, or a disputed charge, follow Reporting guest caused damage. Report it through the app, not by phone or social media, so the evidence stays with the booking.

Reporting or blocking a guest

See Reporting and blocking guests.

Charter Elite operators

Operators with Charter Elite status may receive priority support.

The full rules are in Dispute Resolution and the Operator Agreement.

Related

SupportManaging bookings and tripsSafety during tripsSettings and optionsAccount and security settings

Need more help?

In the app, open Profile > Help. Our AI assistant answers first. Tap Talk to a person to reach the team, or email support@pickupcharter.com with your booking reference. In an emergency, call 112 first.

Chat with supportEmail support

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