Important: Taxi/VTC inquiries only. For lost items in rental cars/carsharing, contact the rental company directly.
If you’ve left an item in your Freenow ride, follow these steps to get it back:
1. Contact your driver directly via the App
This is the quickest way to get in touch with your driver. Available for up to 7 days after your trip:
- Tap the 'History' tab at the bottom of the main screen
- Select 'Personal' or 'Business' and choose the relevant trip
- Tap the phone icon to call your driver
To ensure privacy, Freenow uses a Phone Masking system, which replaces real phone numbers with a generic one. This means you can only call your driver through the app using the phone number registered to your account. Note: The call won't work if you try to dial the number directly from your phone's dialer. Make sure Caller ID is enabled on your phone for the call to go through.
If you're unable to reach your driver, or if it’s been more than 7 days since your trip, please complete our Lost Item Report Form👇
2. Fill out our Lost Item Form
You must fill out the form with the same credentials used to book the trip where your item was lost.
Once you’ve submitted the form, there’s no need to follow up—we’ll handle everything and notify you as soon as we have an update.
What if you didn’t book through Freenow?
If your trip wasn’t booked via the Freenow app (even if the vehicle had our branding), we cannot track it through our system. In this case, we recommend reaching out to your local police station to report your lost item.
While Freenow is committed to helping you recover lost items, we cannot guarantee that your driver has the item or that it will be returned immediately. Freenow cannot be held responsible for any delays, expenses, or failure to recover lost property.
We’ll do our best to help, but please understand that retrieving lost items depends on the driver’s cooperation and availability.