2. Account and app issues
a. Can't sign in or go online
i. Can't go online to driveFirst, let’s confirm you’re in the right place.
If you can’t go online to drive, please check the common reasons below.
Network connectivity
It’s possible that you’re in an area with limited or unavailable cellular network coverage. Try heading to a different location with better coverage.
Using an old app version or device operating system
Uninstalling and reinstalling the app often resolves the issue.
Account limitations
Common reasons include:
1. Your rating is too low.
Changes to your account status
Check your email (including spam folder) for “A Message From BoBo” and the Inbox section of your app for any communications from BoBo about why you’re unable to go online.
Common reasons include:
- Documents expired or need to be re-uploaded
- Recently uploaded new documents are pending review
- Account on hold
Below are some examples:
- What location are you trying to drive in?
- What trip type are you trying to receive?
Related information:
- Last 4 digits of Driver's License number
- If you're seeing an error message, please prepare a screenshot of it
- If you have duplicate accounts, please contact customer service to combine them
ii. I think my account has been hacked
If you suspect that someone used your BoBo account or you see suspicious activity, your account may be compromised.
Suspicious activity can include:
- Account changes you didn’t make
- Receipts for trips or orders you don’t recognize
- Changes to your payment profile you didn’t make
- Password or email address updated without your knowledge
- Your phone number
- Your email
- Your first name and last name
If you can't sign in, try these options:
1. Verify you are using the correct login details
Double check that the email/phone number and password match the details entered when creating your account.
2. Reset password
If you forgot your password, click [Forgot Password] and we'll send a reset link to your email / SMS.
3. Contact support
If you're still having issues after attempting to reset your password, please provide the following details and tell us more in the contact us form below:
- What email address are you trying to log in with?
- What mobile number is associated with your account?
- Share additional details
iv. I think my account has been hacked
If you suspect that someone else used your BoBo account or you noticed any suspicious activity, we recommend RESETTING YOUR PASSWORD immediately!
Signs of compromised accounts may include any of the following:
- Account changes you didn’t make
- Receipts for trips or orders you don’t recognize
- Changes to your payment profile you didn’t make
- Password or email address updated without your knowledge
Examples of why do you think your account may be compromised：
- Account changes you didn't make
- Receipts for trips or orders you don't recognize
- Changes to your payment profile you didn't make
- Your payments were stolen or missing from the account
- Password or email address updated without your knowledge
- Others, please share what happened, your email address, phone number and when did you start having this problem?
- If you received a message or notification in your app about attempts to access your account, please prepare a screenshot
