Incentive Removal Warning FAQ

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Incentive, especially during peak hours, is a source of income protection for all drivers. At Grab, we are responsible for ensuring all drivers have a fair chance of earning incentives. We regularly monitor driving patterns of our driver-partners and will not tolerate any suspicious actions to unfairly earn more incentives than other drivers.

Why did I receive a Warning SMS?

We notice that you are among a small group of drivers who frequently exhibit suspicious driving patterns during peak hours. Such behaviour include (but are not limited to):

  • Consistently canceling high fare jobs
  • Frequently requesting passengers to cancel
  • Refusing to pick up passengers after accepting jobs
  • Keeping credit balance below RM10 while remaining online

You will only get a warning SMS if you have demonstrated any of the behavior above repeatedly (more than most other drivers).

I don’t want to be removed from Hourly Guarantee incentive. What should I do?

If you have received a warning SMS, we kindly suggest that you do not repeat attempts to gain an unfair advantage in earning incentives.

Just drive honestly and provide the best experience to your passengers. Few tips:

  • Ensure credit balance is high enough before going online especially in peak hours. We recommend a minimum of RM30 balance for evening peak
  • Toggle offline if you are not ready to accept jobs or if your credit balance has fallen below RM10
  • Avoid choosing or picking jobs (We find that driver-partners who accept all jobs tend to earn more than those who are picky)

What happens now?

After the first warning SMS, you will be permanently removed from the Hourly Guarantee incentive scheme if we find more instances of these suspicious behavior.

Please write in to us here if you believe you have been unfairly penalized. We will respond on a case-by-case basis.


Kindly be reminded that all members of the Grab community are required to follow the Code of Conduct and Terms of Services.