Here are the most common reasons for a locked account:
- Missed Delivery
- Outdated Contact Information
- Suspected Fraudulent Activity
- Unprofessional/ Inappropriate Behavior
A missed delivery is determined when Roadie receives a complaint from a sender or recipient that their order has missing items or the order was not received. Roadie Support will attempt to resolve the issue by contacting the driver to understand the reason for the missed delivery. If the driver is unresponsive, unwilling to cooperate, or is suspected of theft, the account will be placed in a locked status and the issue will be escalated to the Trust & Safety team for review.
Outdated Contact Information
It’s important that we’re able to contact you. In the event Roadie Support is unable to contact a user due to outdated contact information, the account will be placed in a locked status. Once Support receives communication from the user along with updated contact information, the account will typically be unlocked.
Suspected Fraudulent Activity
In the event an account is flagged for suspicious or fraudulent activity, Roadie Support will immediately lock a user’s account and send an email regarding the status change. The issue will then be escalated to the Trust & Safety team for further investigation. Users will receive an update from Trust & Safety once the investigation has been concluded.
It’s essential that drivers on our platform behave professionally and failing to do so is a violation of our Terms of Service. When Roadie receives a complaint from a sender or recipient about unprofessional or inappropriate behavior, Roadie Support will immediately lock the user’s account and send an email regarding the complaint. The issue will be escalated to the Trust & Safety team for review. The user will have the ability to provide additional information regarding the incident. Once the investigation is complete, Roadie Trust & Safety will provide the user with an update on their account status.
If your account has been locked, you will receive a phone call and/or an email from Roadie Support explaining the change in your account status.
Please follow the instructions outlined in the communication. Roadie Support will ask for additional information on the matter or refer you to the Roadie Trust & Safety team who will be in contact with you.
If you receive a message from the Trust & Safety team, please respond directly to the email. Contacting Roadie Support after receiving communication from Trust & Safety will only delay the process.
The Roadie Trust & Safety team strives to complete investigations as quickly and as thoroughly as possible. It may take several business days to finalize, as every investigation is different and may require significant research and documentation. Because of this, we are unable to provide an estimated completion date.
We hope this helps! If you need additional assistance, you can always contact us via chat on the website.