Important: Taxi/PHV inquiries only. For lost items in rental cars, contact the rental company directly.
Dealing with a lost phone is never fun, but don't worry, we're here to help you get it back. We're on it. If you've left your phone in a Freenow ride, you have two simple ways to let us know:
1. Fill out our lost property form
This is the fastest way to report your lost phone. We just need a few details:
- Make sure you use the same contact details you used to book the trip where your phone was lost.
- Pop in a reliable contact number where we can give you an update. Please also allow us to share this number with the driver so you can easily arrange the return of your phone.
- In the description, include helpful details about your phone, like the brand, colour, if it has a case, or even what your background picture is. This really helps us and the driver identify it quickly.
2. Report it via our website
- Go to our support page and tap the 'Help' button in the bottom right corner
- Select 'Get in touch' > 'Leave a message'
- Fill in the form, making sure you use the email address linked to your Freenow bookings
- For the main contact reason, select 'I've lost something in the car'
- Include all the important details about your phone, such as the brand, the colour, and any other unique features it has. Also, write that you allow us to share your contact number with the driver
Once you've submitted your request using either option, there's no need to follow up—we've got it covered. We'll handle everything and let you know as soon as we have an update.
💡 Cool tip: If you have access to a tablet or computer, try using 'Find Devices' (iPhone) or 'Find Hub' (for Android) to check its last known location. This info can be super helpful when you fill out the form!
What if you didn’t book through Freenow?
If your trip wasn't booked using the Freenow app (even if the car had our logo), we won't be able to track it through our system. In this case, we recommend you reach out to your local police station or Lost Property office to report the lost item.
We're committed to doing our absolute best to help you get your phone back. However, please understand that we can't guarantee the driver has your phone or that it will be returned immediately, as retrieving lost items depends on the driver’s cooperation and availability. We also can't be held responsible for any delays, expenses, or if we can't recover the lost property.