For many people living in China, DiDi and other ride-hailing apps are a regular way to get around. The app lets you check vehicle details, contact your driver and keep a record of your booking and journey. If something goes wrong, you can also ask the platform for help.
Still, your first DiDi ride in China may involve a few unfamiliar moments. I have put together these common questions to help your trip go more smoothly.
Jump to a question
- Finding the correct DiDi app
- Confirming your ride with four digits
- When your driver is running late
- Helping the driver find your pickup point
- Airport and railway station pickup areas
- Handling requests for extra payment
- Understanding a higher final fare
- Cancelling a booking and disputing cancellation fees
1. Why does my DiDi app say it cannot be used in China?
You may have downloaded a version of DiDi intended for another country or region.
If you use an iPhone, search for DiDi China in the App Store and check that the app is called DiDi China: Ride Hailing. You can also download it from the official App Store page.
If you already have the correct app, check that its service region is set to Chinese mainland.
2. Why is the driver asking me a question instead of starting the ride?
The driver is usually checking the last four digits of the phone number associated with your booking to confirm that they have picked up the right passenger.
The easiest approach is to open your trip screen and show the driver the four-digit verification number displayed there. If you cannot find it, display the last four digits of the number you used to register with DiDi in large text on your phone.
For example, if your number ends in 6789, show the driver 6789. If you use a translation app to read the digits aloud in Chinese, enter them separately — for example, “6, 7, 8, 9” — so they are read one by one.
3. The estimated pickup time has passed, but my driver has not arrived. What should I do?
First, check the vehicle’s live location in the app and make sure you are waiting at the pickup point shown in your booking.
Traffic, detours and road access can affect the estimated pickup time. If your driver is taking longer than expected, open the in-app chat and send a message in English. DiDi’s text chat supports two-way translation between English and Chinese.
Keep your message simple and specific, such as: “I am waiting at the hotel’s main entrance. How long until you arrive?”
This automatic translation applies to in-app text messages. A phone call may still require Chinese.
4. My driver cannot find my pickup point. What should I do?
Before booking, check your map pin, which side of the road you are on, and the exact entrance or exit. Choose a clearly identifiable place where vehicles are allowed to stop, such as a hotel’s main entrance or a designated pickup area at a shopping centre.
If a building has several entrances, its name alone may not be enough. Use the in-app chat to add details such as “I am at the hotel’s main entrance” or “I am at Exit A of the metro station.”
If you move to a different waiting spot after your driver accepts the booking, let them know.
When entering your destination, also check its map location and the correct branch. If necessary, ask hotel staff for the Chinese name or address to avoid confusion between places with similar names.
5. Are taxi and DiDi pickup points at airports and railway stations in the same place?
Usually not. Many airports and railway stations have a separate ride-hailing pickup area, which may be in a car park or on a particular level. Do not rely only on signs marked “Taxi.”
Check the pickup instructions in DiDi and look for signs marked 网约车 or “Ride-hailing.”
If you are unsure, show a member of staff this sentence:
我叫了滴滴网约车，请问网约车上车点在哪里？
I have booked a DiDi ride. Where is the ride-hailing pickup area?
At a large airport or station, I recommend locating the pickup area and confirming where you are before requesting your ride. That way, you are less likely to still be looking for the exit when your driver arrives.
6. What should I do if the driver asks for an extra payment?
First, ask what the charge is for, how much it is, and whether it is already included in your app bill. Highway tolls and some other additional charges may be legitimate, depending on your actual journey and the fare rules for your booking.
If the driver asks for an extra amount before you get in and cannot explain the basis for it, do not rush to agree. Ask for it to be checked through the platform. If they insist on extra payment before starting the ride, you can decline the ride and contact DiDi customer support for help.
If, on arrival, the driver asks you to scan their personal payment QR code, check your fare breakdown first and ask them to explain the charge. Whenever possible, settle the payment through the platform to avoid paying twice.
If you have already paid separately, keep the payment receipt, booking screenshots and relevant messages, then ask customer support to review the charge. Whether you receive a refund, and how much, depends on the platform’s review.
If a disagreement develops, prioritise getting out of the vehicle safely before dealing with the payment issue.
7. Why is my final fare higher than the price shown when I booked?
First, check whether the price you saw was an estimated fare (预估价) or a fixed fare (一口价).
An estimated fare is calculated using the expected route, distance and journey time. Some bookings are charged according to the actual distance and time, so traffic, a route change or a change of destination can affect the final amount.
A fixed fare follows different pricing rules and may still exclude additional charges such as highway tolls. Changing the pickup point, destination or route may also lead to the fare being recalculated. Check the price details before booking.
If your final bill is higher than expected, review the fare breakdown, route and additional charges. If you find an unexplained charge, a duplicate payment or a detour you believe was unreasonable, contact customer support through the relevant booking and request a review.
Lee’s experience: I have had fare disputes where DiDi customer support refunded the difference. That is my personal experience; the outcome of your case will depend on the platform’s review of your booking.
8. The driver asks me to cancel, or I am charged after cancelling. What should I do?
Do not confirm a cancellation simply because the driver says, “Please cancel it.” First, ask why and check the cancellation notice in the app.
If the driver cannot come or refuses to take you, ask them to handle the cancellation through the platform. If you need to cancel from your side, select the reason that accurately describes what happened and keep any messages in which the driver asked you to cancel. If none of the available options fits, explain the situation to customer support.
If the driver asks you to cancel the booking but continue the ride with a private payment, I recommend declining and keeping the booking and journey recorded through the platform.
If your own plans change, cancel in the app as soon as possible. Whether a fee applies, and its amount, depends on the cancellation notice and rules for that booking. Simply closing the app does not cancel your ride.
If you have already been charged and believe the cancellation was caused by the driver, contact customer support through the relevant booking. Submit messages or other evidence, request a review, and explain that you would like the fee waived or refunded. A driver’s verbal assurance that “there will be no charge” does not guarantee that the platform will not charge you.