Frequently asked questions

Three steps: we send a fleet invite to your Uber Driver app → you accept it → you choose your plan and add a card. To set you up we need your licence plate, your Uber-registered phone number, and your name and surname.

Almost certainly not. After you accept the invite, Uber takes up to 24–48 hours to sync your profile and earnings data to us. Your benefits and available advance appear automatically once that completes. Still blank after 48 hours? Log it and we'll check the sync.

Based on your weekly earnings: under R3,000/week → On-the-Go (R75); R3,000–R7,000 → Professional (R125); over R7,000 → MyOwnBoss (R175). You can join on any plan, any day of the week.

Not on the driver app yet. It's built for individual drivers, and we're building a fleet product: join the fleet waiting list and we'll onboard you when it's ready (or move you across / refund you if you signed up by mistake).

You get cash up front, and it's repaid from your weekly Uber earnings when we're paid as a fleet on Tuesdays, never from future weeks. Take only what you can comfortably repay by Tuesday.

The usual reasons, in order: (1) your account is new and Uber data is still syncing (24–48 hrs); (2) your subscription payment hasn't gone through, so check Profile → Your Subscription; (3) you still have an open advance, which needs to be repaid first. If none of these fit, log it. Money issues jump our queue.

Your first advance is a starter amount. After your first full week (Tuesday to Tuesday) repaid on time, your full plan limit unlocks. Your limit grows with you; your plan doesn't change.

No, one advance at a time. Once the current one is fully repaid, your next one unlocks (usually with a higher limit).

Yes. You can top up your wallet to settle early instead of waiting for the Tuesday deduction. Log a request and we'll help you square it off.

Your Uber earnings land in your Detour wallet every Tuesday morning, with a breakdown of gross earnings, Uber's fee, and any advance repayment, so the numbers always add up.

Sorry, this is a known pain point we're actively fixing. Log it immediately under “Cash-out / withdrawal not working” with the amount and time. Money issues get our fastest response. Don't retry the ATM cash-out until we've checked the transaction, so nothing doubles up. EFT/instant payout is the most reliable route.

Nine times out of ten the deposit was made without your payment reference, so it can't match to your profile automatically. Send us proof of payment via the portal and we'll allocate it manually. Always include your reference when depositing, and it reflects automatically.

Your Tuesday payout = gross Uber earnings minus Uber's platform fee minus any advance repayment due. We send the full breakdown with every payout. If the numbers still look wrong, log it with the amounts and we'll reconcile line by line.

On Tuesday (payday). If the charge fails we retry Wednesday and Thursday; if it still fails, the account is suspended until it's settled, so keeping a valid card on file matters.

Log it under “Duplicate charge”. We'll pull your debit history and check every charge. Anything debited in error goes straight to our refunds team as an erroneous deduction. You won't need to fight for it.

Try re-adding it under Profile → Payment method. Some cards (and virtual cards) are stricter than others. If it repeatedly fails, log it with your bank's name (not your card number!) and we'll advise the best option.

Yes. The change takes effect from your next billing week; the current paid week stays as is. Tell us which plan you want via the portal and we'll line it up.

Per our Terms & Conditions, subscription fees collected while your subscription is active are not refunded — instead, you can pause or cancel your subscription in the app (Profile → Your Subscription) at any time to stop future charges. Billing errors (charged twice, the wrong amount, or after cancelling) are corrected in full. And your wallet money is always yours: withdraw in-app via mobile money or EFT — support steps in only if the app is frozen and both routes are unusable. Details on the refunds page.

Use the email reset option (tap “Forgot password” → email) with the address you registered. The WhatsApp reset route is unreliable right now. No email within 10 minutes? Check spam, then log it.

Yes, immediately. Your number is how payouts, PINs and benefits find you, and an outdated number quietly breaks them. Log the new number and we'll update your profile and confirm everything flows again.

First: update the app from the Play Store and restart it. If the problem stays, log it with your phone model and a screenshot. Real screenshots get app bugs fixed fastest.

Our support team works Monday to Friday, 8am–4pm. Anything logged after hours is picked up the next working day, and urgent money issues may be handled sooner by our after-hours team.

Money-locked issues: first response within 15 minutes in working hours. Account friction: within an hour. Onboarding help: ~4 hours. General questions: ~8 hours. When you log a case we tell you the exact time to expect a human reply, based on when you logged it.

Use the case tracker with your case reference (DET-…) or phone number. It shows live status. You'll also get updates by email, and you can just reply to those.