Frequently Asked Questions

Go to the login page and click "Forgot Password?". Enter your registered email and you'll receive a reset link within a few minutes. Check your spam folder if it doesn't arrive.

Go to your Profile page and upload a clear photo of your government-issued ID (passport, driving licence, or national ID card). Our team reviews submissions within 24–48 hours. You'll receive an email once verified.

Usernames cannot be changed once set, as they are used for identification in the platform. You can update your display name (first/last name) from your Profile settings at any time.

Payment is charged when you confirm a trip or package transaction. The funds are held securely in our escrow system and are not released until both parties confirm completion.

If a trip or package delivery was not completed or you cancelled before the agreed meeting, you may be eligible for a refund. Submit a dispute from your Requests page within 48 hours. Processing typically takes 5–10 business days.

You can cancel from your Requests page. Cancellations made more than 24 hours before the trip start time are penalty-free. Late cancellations may incur a small fee.

You can report a user from within any chat window or from a completed transaction review. Alternatively, email safety@jaagili.com directly.