How to settle if an unsettled payment occurs

Cases in which an unsettled payment occurs

An "unsettled payment" occurs when there is an error with your selected payment method.
Typical cases:

• Insufficient funds
• Communication error
• Unpaid amount (such as optional fees)

There are three ways to settle the payment:

1. Immediately after exiting the car
→ Tap the [Continue to payment procedure] button.

2. The next time you open the app
→ Tap [Settle payment] on the pink banner that appears on the top screen.

3. From your usage history
→ Tap [Menu] > [Usage History] > the unsettled history (pink display) > tap [Settle payment] on the Details screen.

How to settle the payment (Steps)

STEP１
1. Immediately after exiting the car
A pink error message and a button to confirm the payment procedure will be displayed.
Tap [Continue with payment procedure].

2. When displayed on the next app launch
A pink error message and a "Settle payment" button will be displayed on the top screen. Tap [Settle payment].

3. When paying from your usage history
A pink error message and a "Settle payment" button will be displayed on the top screen. Tap [Settle payment].

Tap the relevant history and then tap [Settle payment] from the details screen.

STEP２
The payment method set at the time of your request will be displayed.
Please select a payment method and proceed with the payment.

• If you set up GO Pay: The payment method you configured will be displayed.
  (Card, d barai, PayPay, Apple Pay)
• If you set up In-car payment: Only card payments are available through the app. (Credit card, debit card, prepaid card)

Please refer to the following articles for information on how to pay using each payment method.
Troubleshooting: What to do when you have an unsettled payment (card, d barai, PayPay, Apple Pay, In-car payment)

Important notes

• Please be aware that if you have an unsettled payment, there will be restrictions on your usage.
• Uninstalling the GO app or creating a new account will not clear the unsettled payment.
• On some cars, if you only pay the "fare (including the GO App charge)" in the car, any options you selected, such as specific preferences, will be shown as an unsettled payment on the app screen.

For the following cases, please contact us

• If you are unable to settle the payment due to reasons such as uninstalling the app.
• If the payment method you selected when you requested a taxi is not available.
• If you are unable to register your card.

We apologize for the inconvenience, but please contact us with the details of your situation via the [Inquiry Form] or [Inquiries] in the app.

Ref:
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