Hi, how can we help?

You can navigate to the profile page and scroll down to the bottom. There, you will find the option labeled “Delete Account.” Please be aware that once your account is deleted, it cannot be reinstated. This action is permanent, and all your data will be irretrievably lost.

If you have any questions or need assistance, feel free to contact our Customer Support Team via hotline.

Oops! Something might have gone wrong during signup. If you have a valid driving license (Class 3 and above), double-check your details and try again. If it still doesn’t work, drop us an email (hello@loadup.com.sg)—we’ll get it sorted quickly.

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.

LoadUp requires users to re-verify their account every 6 months to ensure that all users maintain a valid and active driving license. This process reinforces our commitment to safety and responsibility, making sure that everyone using the platform is eligible to drive.

To update your details, please navigate to the profile page and select “Profile Details.” Here, you can modify your personal information, such as your name, email address, and contact number. Make sure to save your changes before exiting the page to ensure your updated details are recorded.

If you encounter any issues or need further assistance, our Support Team is available 24/7 via Live Chat to help you.

We take the security of your personal information very seriously.

If you choose to close your LoadUp account, we will delete your personal data in line with our Privacy Policy.

However, certain information, like payment transactions, may be retained as required by law for purposes such as fraud detection or safety measures.

Rest assured, your personal data will never be shared with a third party unless there is a valid business or legal reason, a data sharing agreement in place, or we have your consent.

Absolutely not! You don’t need to pay any deposit or membership fee. Our platform is designed to be accessible and hassle-free, making it easy for everyone, from all walks of life. We believe in providing a simple and seamless experience, so you can focus on what matters without worrying about extra costs or complicated processes!

You must be at least 21 years old to use LoadUp. If you’re under 25, with less than 2 years of driving experience, or over 65, a higher insurance excess will apply. For details, see the insurance excess policy for YIED drivers.

• Your license must be valid, unexpired and government-issued.
• Check our separate FAQ to find out the requirements for foreign driving licenses.
• Note: We don’t provide P-Plate in our vehicles so please bring your own.

The minimum age to create an account is 21 years old.

Users who sign up through Singpass will have their accounts verified and activated instantly. For those who register manually, please allow 3-5 working days for our admin team to verify your information. Kindly submit all the required documents in good order to prevent any delays.

If you have a foreign driving license and a valid work pass:

1. Sign up manually through the app

2. Send us an email (hello@loadup.com.sg) with the relevant documents (Foreign driving license/documents and Singapore driving license)

Please note that all manual license verifications may take up to 2-3 working days.

Important notes:

• We currently do not accept applications from tourists or Short-Term Visit Pass (STVP) holders in Singapore with foreign driving licenses

• Applicants with foreign driving licenses are required to submit valid work passes such as S Pass, Employment Pass, or Work Permit to fulfil the eligibility requirements.

It’s easy! Use Singpass to create your account in seconds and get approved instantly.

If you don’t have access to your Singpass, you can manually enter your details. If you choose the manual registration method, please ensure you have the following documents ready:
• Photo identification
• Driving license