Zila Africa Help Center

Getting Started

What is Zila?

Zila is a ride-hailing platform that connects passengers with verified drivers through a mobile application. Users can request rides, track drivers in real-time, communicate through the app, and pay for trips using approved payment methods.

Where does Zila operate?

Zila is launching in Botswana and plans to expand to other African countries in the future.

How do I create a Zila account?

1. Download the Zila mobile application.
2. Select "Create Account."
3. Enter your personal information.
4. Upload the required identification documents.
5. Submit your application.
6. Wait for account approval.

You will receive a notification once your account has been approved.

Passenger Support

Why must passengers verify their identity?

Passenger verification helps improve safety, reduce fraud, and create accountability for all users of the platform.

What documents are required for passenger registration?

Passengers may be required to provide:

• Government-issued identification.
• Profile photograph.
• Additional KYC documentation if requested.

How do I request a ride?

1. Open the Zila app.
2. Enter your pickup location.
3. Enter your destination.
4. Review the estimated fare.
5. Tap "Request Ride."
6. Wait for a nearby driver to accept.

How do I cancel a ride?

You may cancel a ride before pickup through the app. Cancellation fees may apply in certain circumstances.

Can I see my driver's location?

Yes. Once a driver accepts your request, you can track the driver's location in real-time through the app.

Can I contact my driver?

Yes. Zila provides in-app messaging and calling features once a ride has been accepted.

How are ride fares calculated?

Ride fares are calculated using distance, time, and applicable pricing rules. Additional pricing may apply during peak periods.

Driver Support

How do I become a Zila driver?

To become a driver:

1. Register through the Zila app.
2. Submit all required documents.
3. Upload vehicle information and photographs.
4. Complete verification.
5. Wait for approval.

What documents are required?

Drivers may be required to submit:

• Government-issued identification.
• Driver's license.
• Driver's license photographs.
• Vehicle registration documents.
• Vehicle photographs.
• Profile photograph.
• Additional verification documents if requested.

Why is my driver account still pending?

Driver applications are reviewed by Zila administrators. Approval may take additional time if information is incomplete or additional verification is required.

How do I go online?

Once approved:

1. Open the driver application.
2. Log in.
3. Switch your status to "Online."
4. Begin receiving trip requests.

Can I reject a ride request?

Yes. Drivers may accept or decline ride requests. Excessive cancellations or declines may affect account standing.

How do I receive payments?

Payment methods and settlement schedules will be communicated through the driver dashboard and applicable driver agreements.

Account and Login Issues

I forgot my password.

Use the "Forgot Password" option on the login screen and follow the instructions provided.

I changed my phone number.

Contact support to update your account information and complete any required verification steps.

My account has been suspended.

Accounts may be suspended for safety, verification, compliance, payment, or policy-related reasons. Contact support for assistance.

Safety

How does Zila promote safety?

Zila uses:

• Driver verification.
• Passenger verification.
• GPS tracking.
• Trip records.
• Vehicle verification.
• Communication monitoring where permitted by law.
• Fraud prevention systems.

How do I report a safety issue?

Safety concerns can be reported through the app or by contacting support.

Examples include:

• Dangerous driving.
• Harassment.
• Threatening behavior.
• Fraud.
• Vehicle safety concerns.

What should I do during an emergency?

Immediately contact local emergency services if there is an immediate threat to safety.

Payments and Fares

What payment methods are accepted?

Available payment methods may include:

• Cash.
• Debit cards.
• Credit cards.
• Mobile money.
• Other approved payment methods.

Availability may vary by country and region.

Can I request a fare review?

Yes. If you believe a fare was incorrectly calculated, contact support and provide your trip details.

Can drivers collect cash payments?

Where permitted, drivers may accept cash payments from passengers.

Trips and Bookings

What happens if my driver cannot find me?

The driver may contact you through the app. Ensure your pickup location is accurate and remain available for communication.

What happens if the driver cancels?

The system may attempt to locate another nearby driver.

Can I schedule rides in advance?

Availability of scheduled rides may vary depending on location and future feature releases.

Privacy and Data

How is my information used?

Your information is used to:

• Verify identity.
• Facilitate trips.
• Process payments.
• Improve safety.
• Prevent fraud.
• Comply with legal obligations.

Please refer to the Zila Privacy Policy for detailed information.

Does Zila share my information?

Zila only shares information as necessary to provide services, comply with legal requirements, improve safety, or support legitimate business operations.

Reporting Lost Items

I left an item in a vehicle.

Contact the driver through the app if possible. If you cannot reach the driver, submit a lost item report through support.

While Zila will attempt to assist, we cannot guarantee recovery of lost property.

Contact Support

If you need assistance, please contact the Zila Support Team.

Our Mission

Zila Africa is committed to providing safe, affordable, reliable, and locally-focused transportation solutions that empower drivers, serve passengers, and support economic growth across Africa.

Thank you for choosing Zila Africa.