Support
Last updated
The short version
- Email support@blacktruckbooking.com for help with the app or your account.
- Tell us which phone you use, what you were doing and what you saw.
- You can delete your account yourself in the app, under You, Delete account.
- Payment is between the rider and the driver. Nothing is charged in the app.
Contact us
Email us at support@blacktruckbooking.com. We read every message, and we answer as soon as we can. We do not have a phone line or live chat, and we are not available around the clock.
To help us help you, please include:
- the email address on your account (we will not ask for your password, ever);
- whether you are a rider or a driver;
- your phone model and whether it is an iPhone or an Android phone;
- what you were doing, what you expected and what happened instead (a screenshot helps);
- for a problem with a ride, the date and time of the ride and the area.
Common questions
What is the difference between a booking and a request?
A booking is an ask to one truck. You pick a truck, a date, a time and the number of hours, and that driver accepts or declines. A request is an open request: you say where, when and for how many hours, and name your own price for the whole ride. Every driver who serves that area can see it, and the first driver to accept it gets the ride.
How do I pay the driver?
Nothing is charged in the app. The rider pays the driver directly, in whatever way the two of you agree. The price shown on a booking or request is what you are agreeing to.
When does the driver get my address and number?
A driver sees the area of an open request, not the exact address. The exact pickup address goes to the driver who accepts it. After a ride is accepted, you and the driver each see the other's name and phone number, so you can call or text. The phone numbers stay visible until 14 days after the ride ends.
Can I change the pickup?
Yes, a rider can change the pickup from the ride's page until two hours before the ride starts, up to three times. The new address applies at once and the driver is told. An open request that no driver has accepted yet can be edited until it starts.
Can I cancel?
Yes. Either the rider or the driver can cancel before the ride starts, from the ride's page, and the app asks you to confirm first. A ride that has started cannot be cancelled in the app. Cancelling after a ride was accepted shows on your track record.
What if nobody answers my booking or request?
If a driver does not answer a booking, or no driver accepts a request, by its start time, it expires. You will get a notification and you will find it under Needs your attention on the Rides tab, where you can book another truck or post the request again.
How do ratings work?
After a ride, the app asks whether it was completed, and if it was, for 1 to 5 stars and an optional comment. You can rate for 14 days after the ride. Ratings are shown together once both sides have answered, or when the 14 days are over. A rating is shown on a profile from the third review.
What do the notifications cover?
You get a notification for a new booking or request (drivers), when a booking or request is accepted, declined or cancelled, as a reminder about an hour before an accepted ride, when a pickup changes, and when it is time to rate a ride. Under You, Notifications you can switch these on and off. If you are not getting any, check that notifications are allowed for the app in your phone's settings.
I forgot my password.
On the sign-in screen tap Forgot password. We email you a one-time code, you enter it in the app and choose a new password.
How do I change my name, photo or phone number?
Open You, then edit your profile. You need a phone number to book, to post a request or to list a truck, and it cannot be removed while a listed truck, an upcoming ride or an open request needs it.
How do I delete my account?
In the app, open You, then Delete account. See how to delete your account for what is deleted and what is kept, and for what to do if you cannot use the app.
Someone behaved badly, or a ride went wrong.
Write to support@blacktruckbooking.com with what happened and the date of the ride. Black Truck Booking is a marketplace: we do not employ drivers or take part in rides, and we do not hold payments, so we cannot recover money or settle a dispute between a rider and a driver. We can look at the account and remove content or close an account that breaks the terms. In an emergency, call 911.