There are two ways to contact your driver on ongoing transactions; by text via chat feature or by phone. 

Chat

Chat with the drivers is only available for GoRide, GoCar, GoBluebird, GoMart, GoSend Instant, GoFood, and GoShop. Here's how to use the chat feature:

• Click the chat icon on the 'Ongoing transaction' page

• Or click 'Chat with driver' on the 'Track your transaction' feature.

The following are common signs of chat features and their meanings:

You can send photos/pictures to the driver by clicking the camera icon or the + icon

Also, note that the Chat feature may not appear if your internet network or drivers are weak. However, you can still send a message to the driver by clicking the 'SMS' button.

For GoSend services (especially Same Day) you can contact the driver by phone.

Phone

Follow these steps to contact the driver via phone calls:

• Click the phone icon on the 'Ongoing transaction' page,

• Or click 'Call' on the 'Track your transaction' feature.

You must confirm the phone number you will use to contact the driver first. If the number is incorrect, click 'Change Number' to update it.

• You can choose between a Regular call or a Free Internet call to contact the driver.

• If you choose the 'Regular call' option, you will be charged with the rate that applies within your respective area. However, if you choose 'Free internet call', your call is toll-free, but a mobile data charge may apply. 

Both in 'Regular call' or 'Free internet call', we mask your number and the driver's number for privacy concerns.

We apply this feature to protect both your personal data and drivers'. But don't worry; even if it's masked, you will still be connected directly to the driver's private phone number/devices without going through an intermediary such as a call center. 

Why I can only call the Driver using internet connection?

We show the option that enables you to have the best calling experience. 

Notes:

• For now, the chat feature is not yet available on all Gojek services. You will see other options, such as calling and texting, if the chat feature is not yet available on the service you are using.
• Free Internet Call is available in Semarang, Surabaya, Bandung, Medan, Bali, Balikpapan, Makassar, Malang, Palembang, Samarinda dan Yogyakarta. We will bring this feature to other cities, so stay tuned!
• We appreciate your patience! Drivers need more time to pick up the phone, reply to your chats if they are on their way to pick you up, or drop off.
• Your device and driver’s must be connected to a stable internet connection to be able to use the Free internet call seamlessly.
• Chat with driver feature is not available for a trip with Blue Bird taxi. Please contact your driver by phone.