FAQ

You will receive a notification in the app confirming that your account has been activated.

After you activate your account, make sure “the Receive Rides” button at the top of the app’s home page is turned on. Then, ride requests will come to you automatically.

To stop receiving transfer requests, turn off “ the Receive Rides” feature at the top of the home page.

You can accept a specific trip by clicking on the “Accept Trip” button, after whinch the trip will be moved to the Current Trips section of the app.

.'You will find all the trips you have accepted in the Trips section under 'Current

To view the details of the trip you have accepted, go to the Trips section, then to the Current Trips section, and click on the 'Trip Details' button for the trip you want to view details about.

"To start a specific trip, go to the Trips section, then click on “Current,” then click on the “Trip Details” for the trip you want to start, then click on the “Start Trip” button.

To contact the customer, go to the Trips section, then Current Trips, and click on the trip details of the customer you want to contact. You will find a Contact button in front of the customer's name. Click on it.

"If the customer has provided a Google Maps link to the pick-up or drop-off location, you can access it by going to the trip details. You will find a “On the map” button in front of the pick-up or drop-off location. Click on it to access the location.

If the goods are not suitable for your vehicle, you have the option to either continue the trip or cancel it, specifying the reason for cancellation as 'load not suitable.

You can cancel your trip by accessing the trip details and clicking on the “Cancel Trip” button, selecting the reason for cancellation.
Please note that delaying the cancellation of your trip may result in financial penalties.

You can end the trip after completing it successfully by going to the trip details and clicking the “End Trip” button. Then, rate the trip by choosing the positives and negatives you experienced during the trip.

The maximum number of trip cancellations is 5. After that, your account will be temporarily suspended until the support team contacts you. Therefore, it’s recommended to cancel trips only when absolutely necessary or due to urgent reasons.

"To upload trip documents, go to the 'Completed Trips' section, then click the 'Trip Documents' button for the trip you want to upload documents for. Next, go to the documents page, take pictures of the required documents, and click the 'Save' button.

⚠️ Note: The maximum number of photos is 6, so please make sure the documents are clear to avoid having to re-upload them later."

To update your phone number, first make sure there are no scheduled trips in your account. Then, go to your profile page, tap on “Personal Information,” and select “Edit Phone Number.”

Enter the new number, and a verification code will be sent to it.

⚠️ Note: After updating your phone number, your account will be temporarily suspended until the new number is reviewed and verified by the support team. Once the review is complete, your account will be reactivated automatically.

Your account will be verified after successfully completing 30 trips without any issues Once this is done, the verification badge will automatically appear next to your name.

Verified accounts have priority in receiving special trips with premium customers, so holders of verified accounts are given priority for these trips
There are also additional benefits available.

You can only upload your new ID card after the expiration date of your old one. To do so, you need to send a request to the support team asking them to unlock the section for uploading the new ID card Once your request is approved, you will find that the section for modifying your ID card, located below your personal information, has been unlocked You can then click on it and upload a photo of your new ID card.

You can only upload your new driver's license after your old license has expired, or by sending a request to the support team asking them to unlock the section for uploading the new license.

Once your request is approved, the section for modifying your driver's license located below your personal information will become accessible.

You can then click on it to upload photos of your new driver's license.

You can only modify work areas after submitting a request to the work team requesting that a section be opened for modifying work areas. After the work team approves the request, the section for modifying work areas will be opened. Located below your personal information, you can then click on this section and update your work areas as desired.

Trip documents cannot be modified after submission. However, if the team reviews the documents and finds that any document needs to be modified, they will enable the modification feature for you, and you can then modify only the required document.

If you do not have any documents for the trip, you must enter the trip details, then click on “No documents for the trip” and click on OK.

You can view your vehicle's details by logging into your profile and selecting 'Vehicle Details.' All relevant information about your vehicle will then be displayed.

You cannot edit the vehicle photos unless you contact the support team to get approval to enable the photo editing feature.
To do this, go to your profile, then select 'Vehicle Data,' click on 'Edit Vehicle Photos,' and upload the new photos."

⚠️ Note: Your account will be temporarily suspended after editing the vehicle photos until the support team reviews and approves them. Your account will be automatically reactivated after approval.

You cannot edit the vehicle license unless you contact the support team and get their approval to unlock the edit feature.
To edit the vehicle license, go to your profile, then click on 'Vehicle Data,' choose 'Edit Vehicle License,' and start uploading the new license copy.

⚠️ Note: Your account will be suspended after editing the vehicle license until it is approved by the support team. The account will be reactivated afterward.

To delete the vehicle data, first make sure you have no scheduled trips so you can complete the deletion process.
Go to your profile, then select 'Vehicle Data,' click on 'Delete Vehicle Data,' and confirm by clicking 'OK.'

⚠️ Note: Your account will be suspended until you add new vehicle data.

To add a new car, you must first delete the old car's information. After confirming the deletion, go to your profile, click on 'Add New Car,' and complete the steps to register the new car's details.

⚠️ Note: Your account will be temporarily suspended until the data is reviewed by the team.

You cannot add more than one car because the app allows adding only one car. If you want to add a new car, you must first delete the old car's information.

You can collect your payments by adding available payment methods through the app, such as Vodafone Cash, Etisalat Cash, Orange Cash, or through a bank account.

You can track your financial entitlements by clicking on the account statement button in your profile, which displays all your financial details with the company.

Drivers are paid every week. But if there are any missing trip documents, payment will be delayed until they are handed in to the company.

If the company owes the driver any money, it will be transferred to the company's bank account or available e-wallets.

You can submit a complaint or request through the app by logging into your profile, clicking on Contact Us, selecting the type of message, writing the content of the message, and then clicking Send.

If you respond to a complaint or request, you will receive a notification stating that the message has been answered. You can then go to the Contact Us section, click on the message, and view the response from the support team.

You can view the terms and conditions of the app by logging into your profile, clicking on “About Winch,” and then clicking on Terms and Conditions.

You can share the app by going to your profile, clicking on “Share App,” and sending the link to whoever you want via social media.

If you encounter any problems with the app, during trips, or with customers, you can submit a complaint through the app and the issue will be resolved as quickly as possible by the support team.