I left something in the car
Act quickly
The sooner you report, the better your chances of recovery. Drivers complete multiple trips throughout the day, so report as soon as you realise the item is missing.
For riders: how to report
- Open Ryde, go to Activity, and tap the completed trip.
- Tap I left an item and describe what you left (colour, size, any distinguishing features help a lot).
- Add a photo if you have one (optional).
- Tap Contact driver.
When you open contact, Ryde shares your first name and phone number with the driver, and shares the driver's first name and phone number with you. This is by design: direct contact is the fastest and most reliable way to arrange a handover. You can call or WhatsApp each other directly.
The contact window stays open for 7 days from the trip end. After that, the direct link closes and you need to contact our support team.
Important: your number is shared
Unlike during a normal trip (where your contact details stay private), a lost-item contact request explicitly shares first name and phone number between both parties. This only happens when you or the driver opens the request. You are consenting to that sharing when you tap "Contact driver". See the privacy policy for the full detail.
Arranging the handover
Agree on a time and location that works for both of you. A central spot (petrol station, shopping centre entrance) usually works well. Drivers can typically hand items back between trips.
If you cannot reach the driver
If the driver does not respond within a reasonable time, or the 7-day window has already closed, email [email protected] and include:
- A description of the item
- The trip date, approximate time, and your pickup and drop-off locations
Our team will contact the driver directly and mediate if needed. For valuable items (phone, laptop, wallet, ID documents) mark the email urgent and we will escalate the case.
For drivers: returning a found item
If a rider left something in your vehicle:
- When you finish the trip, tap Report a found item on the trip summary and describe what you found.
- Ryde notifies the rider. Their first name and phone number will be shared with you once they open contact.
Returning items promptly counts toward your driver rating. Drivers who consistently help with returns are recognised in the app.
Optional return fee
For a high-effort return, the rider can send the driver an optional thank-you via M-Pesa from the lost-item screen. It is always optional, and the rider decides the amount.
Admin mediation
If the two parties cannot agree or there is a dispute about the item, contact [email protected]. Our support team can review the case and help resolve it.
