Lost and found (for riders)

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Forget your phone, keys or wallet in the car?

We know that sinking feeling of forgetting your belongings from time to time. To make it easier for you to retrieve your lost item, DiDi has a ‘Lost and Found’ feature in our app. This feature allows you to report a lost item and call the driver-partner within 72 hours of your trip.

For rides taken less than 72 hours ago

Here’s how to recover your lost item –

Tap on the profileicon profile icon on the top left of the screen. Tap Help

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Your most recent trip will appear at the top of the screen. Tap Lost and Found underneath the trip details if this is same the trip where you’ve left behind an item.

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You will then be prompted to Describe your Request and fill out your Phone Number. Enter the details of the item and where you left behind in this text box. E.g. I left my iPhone in the backseat. 

These details will then be shared with our Customer Service team.

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A banner with a summary of your Lost and Found request will appear. Tap Confirm if the details are correct. If not, close the banner and re-enter your details.

The details of your lost item enquiry will be sent to the driver. Your phone number will be masked from the driver.

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Once Confirmed, you will then be provided with the driver-partner’s masked phone number allowing you to call the driver directly to arrange for retrieval of your item.

Note: this number will only be available for 72 hours for you to contact the driver directly through the app.

With DiDi’s masked number technology, every time you tap to call a driver through the DiDi app, your number appears to be masked, allowing you to keep your mobile number protected. The same protection technology is applied when a driver contacts you through the app.

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For rides taken over 72 hours ago

Here’s how to recover your lost item –

Tap on the profileicon profile icon on the top left of the screen.

Tap on My Trips. Select the trip that you left behind a belonging on.

Tap Lost and Found. Enter the details of your lost item and tap Confirm.

Our Customer Service team will then email you to further assist you with tracking down your item.