Drive with PullUp
PULLUP RIDESHARE

Support Center

PULLUP RIDESHARE

Rider & Driver Support

For immediate emergencies, call 911 or your local emergency service.

SUPPORT CENTER

HOW CAN WE HELP?

Whether you’re a rider, driver, organization, delivery customer or PullUp partner, the Support Center is your starting point for resolving an issue, understanding a trip or getting help with your account.

FIND THE ISSUE.

GET THE RIGHT HELP.

KEEP MOVING.

For an immediate emergency or threat to personal safety, call 911 or your appropriate local emergency service.

PullUp is not an emergency response service.

START WITH WHAT YOU NEED

CHOOSE A SUPPORT AREA

RIDER SUPPORT

Help with:

  • requesting or scheduling a ride
  • driver arrival or pickup issues
  • trip status
  • fare questions
  • payment problems
  • cancellation or refund questions
  • rating or feedback
  • PullUp Circle
  • recurring rides
  • accessibility
  • lost items
  • account issues

GET RIDER HELP

DRIVER SUPPORT

Help with:

  • going active
  • receiving ride requests
  • accepting a trip
  • rider pickup
  • Trip PIN or verification
  • starting or completing a trip
  • payment or earnings questions
  • vehicle information
  • driver eligibility
  • ratings
  • PullUp Circle
  • account access
  • app or location issues

GET DRIVER HELP

SAFETY SUPPORT

Report issues involving:

  • unsafe driving
  • threats or intimidation
  • harassment
  • discrimination
  • inappropriate behavior
  • suspected fraud
  • intentional property damage
  • serious rider or driver conduct
  • trip verification concerns

PullUp’s published incident procedure prioritizes immediate safety, emergency escalation when necessary, preservation of records and documentation of the incident. (Pull Up Rideshare)

REPORT A SAFETY CONCERN

If someone is in immediate danger, call 911 first.

TRIP & BOOKING HELP

SOMETHING HAPPENED DURING A RIDE?

Providing the booking reference helps PullUp connect your support request to the correct transportation record.

Common trip issues include:

DRIVER HASN’T ARRIVED

Check your current booking status and available trip information before submitting a request.

I CAN’T START THE TRIP

Where verification is required, the driver should confirm the rider’s Trip PIN or other required verification before beginning the trip. If verification fails, the trip should not be started until the issue is resolved. (Pull Up Rideshare)

TRIP STATUS IS WRONG

If your booking appears stuck in Requested, Accepted, Started or another incorrect state, include the booking reference and describe what actually occurred.

DRIVER OR RIDER CANCELED

Cancellation charges or refunds may depend on timing, trip status, service type, promotional terms and documented service issues. (Pull Up Rideshare)

I WAS CHARGED INCORRECTLY

Provide:

  • booking reference
  • date of ride
  • amount charged
  • expected amount, if known
  • brief explanation of the issue

REPORT A TRIP ISSUE

PAYMENTS, FARES & REFUNDS

QUESTIONS ABOUT MONEY?

Support can review concerns involving:

Fare calculation

Cancellation charges

Payment status

Wallet activity

Promotional discounts

Coupons

Rewards

Refund requests

Duplicate or unexpected charges

A refund is not automatically guaranteed simply because a request is submitted. Eligibility depends on the applicable trip, payment and cancellation circumstances. (Pull Up Rideshare)

GET PAYMENT HELP

LOST & FOUND

LEFT SOMETHING BEHIND?

If you believe an item was left in a PullUp vehicle, report it using the trip’s booking information.

Include:

  • booking reference
  • description of the item
  • approximate location where you last had it
  • trip date
  • identifying details that can help confirm ownership

PullUp’s lost-item procedure is designed to protect user contact information while helping coordinate a safe return. (Pull Up Rideshare)

FOUND AN ITEM?

Drivers should report found property through the appropriate support process.

Found items should never be intentionally misused or withheld.

REPORT A LOST OR FOUND ITEM

ACCOUNT & LOGIN HELP

HAVING TROUBLE ACCESSING PULLUP?

Support topics may include:

  • unable to sign in
  • account information
  • phone or email changes
  • rider/driver mode
  • profile issues
  • driver account status
  • vehicle information
  • notification problems
  • location problems
  • app behavior
  • account restrictions

PROTECT YOUR ACCOUNT

Never send your password through a support request.

PullUp support should not need your password to investigate an account issue.

GET ACCOUNT HELP

APP & TECHNICAL SUPPORT

SOMETHING ISN’T WORKING?

When reporting an app issue, tell us:

  • iPhone or Android
  • what you were trying to do
  • what happened instead
  • whether the issue happens every time
  • any error message shown
  • booking reference, if related to a ride

Helpful examples:

Can’t go active

Ride request not appearing

Accept button not responding

Location not updating

Notification not received

App closes unexpectedly

Rider/Driver mode not switching

Payment screen issue

The more specific the report, the easier it is to identify the affected workflow.

REPORT A TECHNICAL ISSUE

PULLUP CIRCLE SUPPORT

HELP WITH YOUR TRUSTED DRIVER NETWORK

Contact support if you need assistance with:

  • adding a driver to your Circle
  • removing a Circle connection
  • Ride With This Driver Again
  • Favorite Driver
  • Circle availability
  • Circle matching
  • inappropriate Circle behavior
  • blocking or reporting a connection

PullUp Circle is designed to support continuity and trusted relationships, but it does not override driver eligibility, vehicle requirements, platform conduct rules or other safety controls.

GET CIRCLE HELP

ENTERPRISE & ORGANIZATION SUPPORT

SUPPORT FOR MANAGED TRANSPORTATION

Organizations may need assistance with:

  • organization account access
  • sponsored riders
  • authorized users
  • scheduled transportation
  • recurring rides
  • trip eligibility
  • program or department rules
  • driver assignment
  • ride reassignment
  • billing questions
  • transportation records
  • managed-ride issues

PullUp’s Enterprise workflow is designed around validating the organization, rider eligibility, applicable program requirements and funding before managed transportation is created. (Pull Up Rideshare)

GET ORGANIZATION SUPPORT

COMMUNITY RIDE SUPPORT

HELP WITH SPONSORED OR COMMUNITY TRANSPORTATION

Community Ride questions may involve:

  • program eligibility
  • approved transportation
  • sponsoring organization
  • rider authorization
  • covered transportation
  • scheduling
  • trip funding
  • ride status
  • program restrictions

Community-sponsored transportation may operate under specific program rules.

Support can help determine whether an issue involves the rider account, the ride itself or the sponsoring organization.

GET COMMUNITY RIDE HELP

DELIVERY SUPPORT

HELP WITH PULLUP DELIVERY

Support topics can include:

  • pickup issue
  • recipient information
  • delivery status
  • proof of pickup
  • proof of delivery
  • unable to reach recipient
  • delivery completion
  • damaged or missing package
  • prohibited delivery concern

PullUp’s procedure calls for verification of package and recipient information and required proof where applicable. (Pull Up Rideshare)

GET DELIVERY HELP

ACCESSIBILITY SUPPORT

TRANSPORTATION SHOULD BE ACCESSIBLE AND RESPECTFUL.

Contact support regarding:

  • accessibility needs
  • accommodation coordination
  • service animal concerns
  • driver reassignment where a legitimate capability issue exists
  • discriminatory treatment
  • accessibility-related trip problems

PullUp supports lawful, respectful transportation for riders with disabilities. Optional preferences do not reduce applicable accessibility or service-animal obligations. (Pull Up Rideshare)

GET ACCESSIBILITY HELP

REWARDS, COUPONS & OFFERS

NEED HELP WITH A BENEFIT?

Support may assist with:

  • coupon not applying
  • reward balance
  • reward eligibility
  • expiration
  • offer limits
  • promotional ride
  • sponsored coupon
  • redemption issue

Rewards and offers may vary according to the particular user, service, location, campaign, expiration and applicable limits. (Pull Up Rideshare)

GET REWARDS HELP

BEFORE YOU SUBMIT

HELP US HELP YOU FASTER.

Whenever possible, include:

Your name
Account email
Phone number
Booking reference
Support category
What happened
What you expected to happen
Any error message you saw

For trip-related issues, the booking reference is particularly important.

SUBMIT A SUPPORT REQUEST

STILL NEED HELP?

Use the PullUp Support Request form below.

Name *

Email *

Phone

Booking Reference

Support Category *

Recommended categories:

  • Rider / Trip
  • Driver / Trip
  • Safety
  • Payment / Fare / Refund
  • Lost & Found
  • Account / Login
  • Technical / App
  • PullUp Circle
  • Enterprise / Organization
  • Community Ride
  • Delivery
  • Accessibility
  • Rewards / Coupons
  • Other

Priority

I would define the choices clearly:

Standard — general question or non-urgent issue
Priority — active trip or significant service problem
Safety — serious non-emergency safety or conduct concern

I would not use language such as “Emergency Priority,” because emergencies belong with 911—not a website form.

How Can We Help? *

SUBMIT SUPPORT REQUEST

WHAT HAPPENS AFTER YOU SUBMIT?

YOUR REQUEST ENTERS THE APPROPRIATE SUPPORT WORKFLOW.

PullUp should use the information provided to:

1. Identify the account or booking

2. Categorize the issue

3. Review available trip or platform records

4. Route safety or policy matters appropriately

5. Determine whether additional information is required

6. Document the resolution

For serious safety allegations, account restrictions or other protective controls may be appropriate while the matter is reviewed under PullUp’s published procedures. (Pull Up Rideshare)

QUICK LINKS

MAYBE YOU DON’T NEED A SUPPORT TICKET.

RIDER HELP

Understand booking, pickup, rides and payment.

DRIVER HELP

Understand driver operations and trip procedures.

SAFETY CENTER

Safety practices and reporting.

PROCEDURES

See how PullUp handles common workflows.

POLICIES

Review platform rules and requirements.

ACCESSIBILITY

Accessibility and service-animal information.

ENTERPRISE

Organization and managed-transportation information.

PULLUP CIRCLE

Trusted-driver and relationship features.

WE’RE BUILDING SUPPORT AROUND THE RIDE

Support should not just be a contact form.

It should connect the rider, driver, booking, organization and underlying procedure so that problems can be understood and resolved with context.

KNOW WHERE TO GO.

KNOW WHAT TO PROVIDE.

GET THE RIGHT ISSUE TO THE RIGHT PLACE.

Ride Together. Earn Together.