Help Center

Going online needs an approved account, approved KYC, a valid driving licence, and at least one approved vehicle with in-date insurance. If any of those lapse, you are taken offline until it is fixed.

Open Account → Onboarding / KYC in the app: it lists exactly what is outstanding. If everything there is green and you still cannot go online, check your Dongo balance — passing the cash-commission limit also blocks going online until you settle.

When a passenger pays you in cash, you keep the whole fare — including Dongo's commission on it. That commission is added to your Dongo balance.

You do not normally need to do anything about it. Your next trip paid by M-Pesa or card clears the balance first, and the remainder goes to your withdrawable earnings. That is why a digital trip can pay less into your balance than it earned — the difference went to clearing cash commission, and it is itemised on the Dongo balance screen.

If you drive almost entirely in cash, the balance will not clear on its own, so you can pay it off by M-Pesa from that screen at any time.

Earnings from trips paid by M-Pesa or card go to your withdrawable balance as soon as the trip is settled.

Withdraw from Account → Earnings & withdrawals. You choose the destination (M-Pesa, Airtel or bank) and the timing: on the scheduled release day, weekly, or instantly on demand. There is a minimum withdrawal amount, shown on that screen.

Complete the trip and confirm on the summary that you collected the money. If they paid you less than the fare, choose partial and enter what you actually received — you are only charged commission on what you were handed.

If you were genuinely not paid, say so. Do not mark a fare collected when it was not, and do not mark it uncollected when it was: both are fraud and end your account.

It is the average of the scores passengers and delivery customers give you, weighted by how many of each you have. Passenger trips and deliveries both count towards the same number.

Your rating as a driver is completely separate from any rating you have as a passenger when you book your own trips.

The route line shows the road still ahead of you and shortens as you drive. If you leave the route, the full planned road stays visible until the app re-routes you.

If the map is blank, check that location permission is granted and set to "Allow all the time" — the app needs background location to keep you on dispatch and to keep your passenger's tracking live while your screen is off.

Account → Support. Pick the trip from the list at the top of the form — it shows where you went and when, so you do not have to remember any reference number. Your request and our replies stay on that screen so you can follow the conversation.

For anything happening right now that affects your safety, use Account → Safety instead. It reaches a different team, immediately.

Settings → Sounds controls the ride bell, trip alerts and vibration. Settings → Communication controls marketing messages — operational alerts about your own trips always come through.

Account → Settings → close account. If you have money in your balance, withdraw it first. If you owe a Dongo balance, that still stands after the account is closed, so settle it before you go.