Help Center

My Account

  • How do I add a credit or debit card?

    Adding a credit or debit card is easy and will mean you never again have to worry about cash when you take a car - in fact, you don’t even need your wallet or purse. Tap the Account Icon at the top left of the app and scroll down to card details. Tap again and then enter your card details in the spaces provided.

    Oct 06, 2014 08:02PM BST
  • I'm a wheelchair user, can I display this in my preferences?

    Yes you can. To let us and the drivers know you are a wheelchair user, tap the Account icon at the top left of the app, scroll down to Options and tap again. From there, you can slide the Wheelchair Accessible option to ‘On’. Currently there are only a limited number of licensed taxis that are wheelchair accessible. We are working hard to get this number increased, but until then a wheelchair accessible taxi may take a little longer to arrive at the pick up.

    Oct 21, 2015 01:23PM BST
  • I'm a wheelchair user, can I display this in my preferences?

    Yes you can. To let us and the drivers know you are a wheelchair user, tap the Account icon at the top left of the app, scroll down to Options and tap again. From there, you can slide the Wheelchair Accessible option to ‘On’. All black cabs are wheelchair accessible, but some drivers have been exempted by TFL. This is because they are not able to fit the wheelchair ramp or help a wheelchair user board due to health reasons. By setting the Wheelchair Accessible option to ‘On’, we’ll ensure you get a driver who can help.

    Oct 02, 2013 10:54PM BST
  • Can I claim back VAT on my trip?

    Because the transaction is between passenger and driver, we aren’t able to issue VAT receipts from Hailo.

    Jul 28, 2014 12:48PM BST
  • I have a question about charges on my account

    If you have any issues or queries with the charges you see on your account please drop us a line with all the details we’ll get back to you as soon as possible.

    Oct 06, 2014 08:01PM BST
  • How do I set my auto tip?

    To set or change your auto tip preferences, tap Account at the top left of the app, followed by Wallet then Auto Tip. Then choose the percentage you would like to add as a tip.

    Feb 09, 2015 09:38AM GMT
  • I love Hailo, how can I spread the word?

    We love it that you love us. Apart from shouting it from the rooftops you can invite your friends to join Hailo using the app. Tap the Profile Icon at the top left of the app and then tap Tell Friends About Hailo. Choose how you want to tell them (Email, Text or Twitter) choose friends from your address book and tap next. Then just add some nice words to the message we’ve already written and tap send.

    Oct 06, 2014 08:01PM BST
  • How do I set my auto tip?

    To set or change your auto tip preferences, tap Profile at the top left of the app, scroll down to Auto Tip, tap again and then choose the percentage you would like to add as a tip. This tip will then be added to the fare each time you use Hailo, including fixed price journeys.

    Oct 02, 2013 10:54PM BST
  • Can I view previous journeys?

    Yes you can. To see your previous Hailo journeys tap the Account icon at the top left of the app, scroll down and tap Trip History. You can also add notes to a specific journey. To do this tap the Account icon at the top left of the app, scroll down and tap Trips. Tap on a journey and then tap the notepad icon at the bottom left of the page. You can then add any notes you like for that trip.

    Oct 06, 2014 08:02PM BST
  • I've changed my phone number, how do I update the app?

    Simple. Tap the Account icon at the top left of the app, scroll down and tap Mobile. Once you have changed the mobile number and tapped done, we will text you a unique code. Enter this code in the space provided and tap done. Your new mobile number will now be registered to your account.

    May 23, 2014 03:31PM BST