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How to contact Pickup support

The fastest way to reach Pickup or your operator: in app chat or email, and what to include. In an emergency, call 112.

3 min readUpdated 2 November 2026For guests

The fastest route depends on what you need. Use this guide to reach the right people first time. Every contact route is also listed on our Contact page.

In an emergency

Call 112 first. It is Nigeria's free emergency number for police, fire and ambulance. Pickup is not an emergency service.

When you are safe, tell us through Profile > Help. Urgent issues on a live trip are put first. See What to do in an emergency.

Questions about your trip

For pickup points, timing, luggage or a change of plan, message your operator. They run the trip and can answer fastest.

  1. Open Trips and select your trip.
  2. Under People, tap Message next to the operator.
  3. Write your message and send it.

The operator's usual reply time is shown in the conversation.

Help from Pickup in the app

  1. Open Profile and tap Help.
  2. Search, or choose a topic: Trips and changes, Payments and refunds, Safety, Damage, Planning a trip, Airport and flights, Account and privacy or Something else. If you have a trip, you can also start from YOUR TRIP.
  3. Read the answers. If you still need help, tap Still need help?, then Chat in the app.

The chat is an automated AI assistant, and it says so. It asks for your separate consent before your first message. Tap Talk to a person at any time, and a person from our team joins. We reply the same day during support hours. There is no phone line.

By email

Email support@pickupcharter.com. Send it from the email address on your Pickup account so we can find your account quickly.

What to include

  • Your booking reference, found at the top of your trip details.
  • What happened and when.
  • Screenshots or photos, if relevant.
  • What you would like to happen next.

Never send a sign in code, your card PIN or a photo of your ID. Pickup will never ask for them.

Response times

We reply the same day during support hours. Messages about an active trip and safety come first.

Other contacts

The full rules are in Dispute Resolution.

Related

ContactManaging incidentsWhat to do in an emergencyManaging incidentsHow to report a problem with your tripManaging incidentsHow to report a message, review or userManaging your accountHow to delete your Pickup account

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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