What Should I Do If I Can't Contact My Driver?

Occasionally, you may experience difficulties reaching your driver on Hitch. Different factors can contribute to this, including your driver's current activities, technical conditions, or app-specific processes. This article outlines common reasons for unavailable drivers and provides recommendations to resolve such issues effectively.

Common Reasons Drivers May Not Be Reachable

1. Driver On Route: If the driver is en route, traffic or navigation may require their full attention. You can track their Estimated Time of Arrival (ETA) and trip progress directly through the Hitch app.
2. Driver Not Yet Started the Trip: Drivers may not respond if they have not yet begun the trip. If the trip does not start within a reasonable time (e.g., 8 minutes of inactivity), Hitch will attempt to reassign a new driver, whose details will then appear in the app.
3. Driver on a Shared Trip: For shared rides, your driver may be busy coordinating with other passengers or navigating additional pickups. This may result in delayed responses or abrupt call ends during communication.
4. Network or Technical Issues: Temporary phone network disruptions or dialing errors can also prevent you from connecting with your driver.

What to Do When a Driver is Unresponsive

If you are unable to reach your driver, here are the steps you can take depending on the situation:

1. Use In-App Features

• Open the app and track your driver’s location and ETA.

2. Verify Trip Details

Ensure that:

• The departure or pick-up time is accurately confirmed in the app.
• We will release driver contact details a few hours before the trip starts. If you are checking too early, you will not be able to contact the driver.

3. Phone Number Shows as Inactive or Not Working

If the driver's phone number appears in the app but calls or texts fail (e.g., the number shows as "no longer active"):

• Exit and re-enter the app to refresh the trip details.
• Contact Hitch support. We can reach out to the driver directly and let them know you are unable to connect. The contact details should update afterward so you can reach the driver.
• If it helps, send us a screenshot of what happens when you press call or text so we can forward it to our tech team.

Please note that drivers are instructed to respond to messages or answer calls only when it is safe to do so while driving, so there may be a short delay before they reply.

If you continue facing issues, supplemental support is available. As always, check the Hitch app for the latest updates about your trip and driver.

Updated on: 29/10/2026