Driver FAQ’s
Need Help? Contact Us
Driver Payment Support: For help with inquiries related to the below driver payment support subjects please email driverpayment@gocurb.com:
How to update driver banking information
How to update driver email info
How to view driver statements
Driver missing payment
No Show payments
Missing tolls
Driver App Support: For help with inquiries related to the below driver app support subjects please email Driver_Support@gocurb.com:
Driver app and technical support
Driver feedback
Driver customer issues
General Inquiries
Hours of Operation: Curb offers driver assistance 24/7 simply email driverpayment@gocurb.com or call 929-259-8822.
If a driver is supported by a fleet partner, please reach out to them directly to help resolve your support inquiries.
In New York, drivers can walk into the office during operation hours:
Monday-Friday, 9am-5pm
11-11 34th Ave, FL 2
Long Island City, NY 11106
Accident Procedures: After calling 911 to report the accident, please file an accident report with the Curb support and provide information on where the accident happened, the ride number, whether anyone was hurt during this accident, and if an ambulance or police came to the scene.
To file an accident report, call 929-259-8822 or email Driver_Support@gocurb.com
Lost and Found Procedures and Policies: If a passenger leaves items behind, please take a picture and email it Driver_Support@gocurb.com so that we may contact the rider to coordinate a return.
In New York and Boston, drivers are required to contact us by phone to arrange the return of a customer’s personal items. Any lost and found items that cannot be returned to the client should be brought to the nearest police station.
Cleaning Fees: Curb does not pay for or cover any cleaning fees for drivers.
Canceled and No-Show Rides: Drivers MUST be at the exact pick-up location before or at the pick-up time. Rider’s that do not show up within 5 minutes after pick-up time will incur a $5 No-Show fee.
Curb does offer cancellation fees if the customer cancels before a driver’s arrival. In order to receive a No-Show payment, drivers MUST call our call center to authorize a No-Show payment, in addition to pressing the No-Show button in the Curb Driver App.
Tolls: Tolls will be calculated automatically based on E-ZPass rates when a driver enters a toll zone. Drivers don’t need to add tolls manually through the Curb Driver App.
Fares: E-hail fares on the Curb Driver App are calculated based on the trip travel distance and time, please note that fares may vary depending on the traffic conditions.
Tips: Tips are included in the Curb Driver App fares, many customers will offer you additional tips if you provide them good service, it’s ok to accept the additional tip but you should never ask the customer for any additional tips.
Viewing Driver Fare and Commissions: The ride total seen on the Curb Driver App includes both the Curb and fleet commissions.
Adding Stops and Changing Drop-Off Destinations: If a rider requests a stop or change to the drop-off destination, the driver must call the Curb customer service team at 929-259-8822 to authorize the stop or the destination change. Unauthorized stops will not get paid and a change in the dropoff destination may result in no payment for the ride.
Curb Driver App Support
How can I get started on Curb Driver App?
Download the Curb Driver App from the App Store or Google Play.
Complete registration you will need to provide the following:
Valide State Issued Driver’s License
Hack License
Vehicle VIN Number
Copy of vehicle registration
Copy of insurance
A void check with banking information for payments.
If you are a driver with one of our fleet partners, please reach out to them directly to find out how you can sign up for Curb Driver App or contact Driver_Support@gocurb.com.
Trouble Signing In: Using your Curb Driver App, please enter your email address and select ‘Forgot Password’. You will receive an email with instructions on how to set a new password.
Unable To Go Online: There are a couple of reasons you might not be able to Go Online, please check the following:
Make sure your car and vehicle information is updated
Check that you are not suspended with DMV or local regulators
Make sure your app is updated to the newest version
Make sure your GPS setting is enabled on your phone
If you are still unable to Go Online, please email Driver_Support@gocurb.com
Accessing Trip Hisotry: If you can’t see a ride in your trip history in the Curb Driver App, please email driverpayment@gocurb.com.
App Freezing or Crashing: Please try deleting and reinstalling your Curb Driver App. After reinstalling, try logging into your account. If you still have a problem please contact Driver_Support@gocurb.com
Pre-assigned Routes and Scheduled Rides: Curb offers pre-assigned routes in some markets please call dispatch at 929-259-8822 for more info.
Accepting Trip Offers: Ride offers are sent to the 3 closest drivers to pick up location, the first driver to accept the ride will be rewarded with the trip.
Driver Payment Support
Driver Payments: Drivers are paid through direct deposit twice per week, we can also administer daily payments at a nominal fee. If you are under a fleet please contact your fleet manager for payment details.
Didn’t Receive Payment: If you have not received payments through direct deposit, please check that your bank information is set up correctly. You can contact our support team directly by emailing driverpayment@gocurb.com or calling 929-259-8822.
Drivers located in New York City can come to see customer service in our Long Island City office: 11-11 34th Ave, FL 2, Long Island City, NY 11106
Under Review Trips: Completed ride may go under review for the reasons below:
If the ride is flagged for an invalid pick-up or drop-off address
If it’s flagged for a short trip
Driver picked up a no show but did not call us to resend him the trip
Driver picked up wrong customer
The GPS does not match the drop off location.