How to recover a lost item from a Bolt ride

August 14, 2020

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Have you lost or misplaced an item on a Bolt ride? This blog post outlines the appropriate steps to aid you in recovering your items.

We’ve all experienced the sinking feeling that comes with the realisation that we’ve lost something. Whether it’s your phone, wallet, set of keys or groceries from the store, there is always the possibility that you can forget an item in a Bolt after your ride has finished.

What you need to do to reclaim lost items from Bolt

First of all, it’s important to make a habit out of taking a few minutes at the end of each trip to check that you have all your items with you before disembarking.

Having said that, we understand that this isn’t always easy, especially when you’re in a rush. So, here’s a step-by-step guide to finding and recovering your lost item.

Contact your driver

The first step is to call your driver. Following their trip, riders have a window of up to 24 hours in which they can contact their driver to inquire and arrange a drop-off.

NB. When making inquiries about lost items, we advise that you have a polite but questioning tone, rather than a confrontational and accusatory one.

To find your driver’s details after a trip,

    1. Select the Main menu (top-left corner);
    2. Tap on Ride history;
    3. Choose the ride that you lost the item in;
    4. Tap the Call button.

If more than 24 hours have passed, or you are having difficulty reaching the driver, please contact our Support team through your app, provide the ride details and describe the lost item.

Contact Bolt

If the lost item is your phone, you can contact Bolt via email: The subject of your email should be clear and concise.

In your message, please include your rider details (registration phone number and email) as well as any details that you might remember from the trip, like your pick up location and final destination.

You can also visit our walk-in centres which are open between 9 am and 3 pm, Monday to Friday.

N.B. Our walk-in centres are closed on public holidays.

Tracking software

We recommend that riders use device tracking software and applications that come with their phone as the information they can provide could be useful in investigating lost item cases should the need arise.

We’ll try our best

While we promise to do all we can to help you get your item back, please remember that Bolt is not liable for items lost during rides.

In some rare instances where Bolt cannot trace the item, riders reserve the right to escalate the case to law enforcement. We will provide the necessary assistance as required by the law enforcement agencies.

Be mindful of the effort and time spent by your driver to return your forgotten item. Say thank you with a smile and leave a tip if you want to.

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