HELP CENTRE
What do you need help with?
Guides for guests and operators, written for every step of the trip. Search, browse by topic or talk to us.
Browse by topic
Eleven guest topics, every article written for the way Pickup actually works.
16 articlesGetting started
Start here: how Pickup works, booking a chauffeur, boat or private jet, verifying your identity and contacting support.
What is Pickup Charter and how does it work?How to book a yacht or boat in Lagos
16 articlesPlanning your trip
Choose the right listing, instant confirmation or Request to book, add guests, live tracking, special requests, flights and boat days.
Instant confirmation vs Request to bookHow to add guests to your booking
13 articlesPaying for your trip
How to pay, what the service fee covers, how your payment is held and when the operator is paid, receipts, and fixing payment problems.
What is the Pickup service fee?Paying with a card issued abroad, and seeing prices in your currency
10 articlesChanging your trip
Cancel, change or extend a booking, see your refund before you confirm, and what happens if an operator cancels.
View all 10
5 articlesAirport transfers
Book a chauffeur to or from Lagos airports, meet your chauffeur on arrival, and plan for flight delays and luggage.
How to find your chauffeur at the airportWhat happens if my flight is delayed?
8 articlesGuest responsibilities
What we ask of guests: being on time, conduct, looking after the vehicle, passenger limits, prohibited items and payments.
View all 8
16 articlesManaging incidents
Emergencies, safety reports, problems with a trip, disputes and lost items, plus how to report or block someone on Pickup.
View all 16
11 articlesManaging your account
Create, update and secure your Pickup account, manage your wallet and saved cards, invite friends and control your data.
View all 11
6 articlesTroubleshooting
Fix common problems: no availability, missing notifications, slow operators, checkout payments, sign in and verification.
View all 6
6 articlesService policies
The rules for every trip: chauffeur conduct, vessel safety, aviation rules, security add ons, and ratings and reviews.
View all 6
5 articlesDamage and incidents
What counts as damage, how operators report it, how claims are assessed and how to dispute a claim you disagree with.
View all 5
FOR OPERATORS
Run a fleet on Pickup?
Eleven operator topics: payouts, listings, bookings, crew and the rules for each vertical.
Operator help
Popular right now
The questions guests ask most, answered in full.
Still need help? Talk to us.
Support for the life of every booking, before, during and after your trip.
EMERGENCY
Call 112 first
In an emergency, call 112. Check-ins and alerts in the app are not an emergency service.
IN-APP CHAT
Chat with Pickup support
Open Profile > Help in the app. Our AI assistant answers first. Tap Talk to a person to reach the team.
Email support
Write to support@pickupcharter.com with your booking reference.
YOUR OPERATOR
Message your operator
Chat with your operator in the app. Your crew’s phone number shows from 1 hour before to 1 hour after your trip.
HELP IN YOUR POCKET
Help is built into the app.
Guides, chat with support and every booking detail, in Profile > Help.