Submitting a support ticket for a specific issue

1. Access the Help or Support Section

Open the App:

• Launch the Ride-Hailing App: Open Okito on your smartphone.

Navigate to the Support Section:

• Find Help or Support: Look for a section labeled Help, Support, Customer Service, or Help Center. This is usually located in the main menu or under your profile settings.

2. Identify the Specific Issue

Select the Relevant Topic:

• Browse Common Issues: In the Help section, you’ll likely find a list of common issues (e.g., billing problems, lost items, ride issues). Select the topic that best matches your concern.

• Search for the Issue: If your issue isn’t immediately visible, use the search bar to find the relevant topic by typing in keywords related to your problem.

3. Start the Support Ticket Process

Follow the Prompts:

• Select Your Issue: Once you’ve chosen the relevant topic, the app will guide you through a series of prompts to specify your issue.

• Enter Ride Details: You may need to enter details such as:

  • Ride ID: The unique identifier for the ride in question.

  • Date and Time: When the issue occurred.

  • Driver or Vehicle Information: If applicable, include details about the driver or vehicle involved.

Describe the Problem:

• Provide a Detailed Description: In the text box provided, describe the issue clearly and thoroughly. Include all relevant details to help the support team understand and address the problem efficiently.

  • Example: “I was charged a cancellation fee even though the driver canceled the ride before arriving. The ride was scheduled for [date and time], and I waited at the pickup location for 10 minutes.”

4. Attach Supporting Documentation (If Applicable)

Upload Screenshots or Photos:

• Supporting Evidence: If your issue involves incorrect charges, app errors, or other visible problems, attach screenshots or photos to your support ticket.

  • Example: A screenshot of the incorrect fare or error message displayed in the app.

5. Submit the Ticket

Review and Submit:

• Double-Check Information: Before submitting, review the information you’ve entered to ensure accuracy.

• Submit the Ticket: Tap the Submit or Send button to submit your support ticket. The app should confirm that your ticket has been received.

6. Track the Status of Your Ticket

Check for Updates:

• View Support Requests: Some apps allow you to track the status of your support ticket within the app. Look for a section like My Requests or Support History.

• Email Notifications: You might receive updates via email, so keep an eye on your inbox for responses from customer support.

Follow Up if Necessary:

• Additional Information: If the support team requests more information, respond promptly through the app or via email.

• Escalation: If the issue isn’t resolved satisfactorily, consider escalating the ticket or contacting support through another method (like live chat or phone).