Say goodbye to SMS and hello to In-app Chat
We heard you. To ensure a secure and seamless Hitch experience for our drivers, we have replaced the SMS function with our in-app chat.
To enable the new in-app chat function, simply update your app.
Simple and fast way to coordinate your trip
No SMS Cost
In-app chat is powered by data instead
Once the ride is completed, both parties can no longer contact each other
This feature will only be available if both you and your rider are on the latest version of the app and have access to in-app chat.
In the event the feature is not yet available to one party, you will still be able to use SMS to communicate with your rider.
What should I do if I can’t see the in-app chat in the Grab app?
You will receive a notification from us once this feature is available to you. Please ensure that your app is updated to the latest version or try restarting it (close and relaunch).
If you have not been given access yet, kindly wait for it as we are rolling out in progressive stages.
Where can I find the message from the rider in the Grab app?
Tap on the message icon on the Grab app homepage.
Why am I not able to see the previous chat with my rider after the trip?
For your safety and privacy, the chat will disappear once the ride is completed.
If I am allocated to the same rider as the previous booking, can I see the chat history?
No, the chat will automatically be deleted after the ride is completed.
Can I also make in-app calls to contact my Hitch rider?
For now, calls will go through regular phone calls with number masking.
I have been using in-app chat, why am I still being directed to SMS?
It means that you accepted a rider who either has not yet updated to the latest app version or has not gotten the feature yet. The in-app chat will only work if both the driver and the rider have access to it.
My rider did not show up. How can I provide a screenshot when claiming for no-show guarantee?
Not to worry, you no longer need to provide a screenshot as evidence. Do note that we will continue to verify the legitimacy of claims. To claim for no-show guarantee, go to the Driver Mode.
- On the left menu bar, select Trip History.
- Select the booking you’d like to claim for. Note that it should be a cancelled booking.
- Click Claim for No-Show Guarantee > Email Support.
- Describe your issue and click Submit.