Why is my account suspended?

If you received an SMS or notification about your account being suspended, it could be due to one of the following reasons:
1. Outstanding Payment for Your LoadUp Booking: We were unable to collect payment for your booking, either due to an invalid credit/debit card or insufficient funds in your bank account. To pay the outstanding fees, please refer to this article (hyperlink).
2. Failure to Re-Verify Your Singpass Details: LoadUp conducts regular verification checks to ensure all users remain eligible to use the platform, including having a valid and active driving license. Here’s why you need to re-verify your Singpass regularly (hyperlink).
3. Outstanding Payment for an Accident/Damage Case: For accidents involving third-party vehicles or any government properties, you’ll be liable to pay for the insurance excess and any additional charges (such as loss of use and towing fees). For damages that do not involve a third party, you’ll be liable to pay for any of the following: replacement parts, labor fees, spraying, loss of use, and towing fees.
4. Outstanding Payment for a Service Fee or penalty charge: A service fee may be charged for certain violations of LoadUp’s policy, such as not returning the vehicle to its designated home lot, among other infractions. Why am I charged a service fee? A penalty charge will be imposed if the hirer has committed a penalty. Why am I charged a penalty fee?
For outstanding payments, you would have received an invoice via email. Here’s how you can pay outstanding invoices.

Please be aware that any future bookings with us will be automatically canceled, and the slot will be made available to the public. Once your payment is completed or your account is reverified, we will reinstate your account, allowing you to make new bookings. Our team will process and reactivate your account within 2 working days of receiving your payment.

If you encounter any issues or have any concerns, please reach out to our Customer Support Team via hotline.