Welcome to Carrio Support! We're here to help you make the most of our peer-to-peer logistics platform. Whether you're a traveler looking to earn extra income or a sender needing items transported, you'll find answers to common questions and step-by-step guides below.

Can't find what you're looking for? Contact our support team directly using the information at the bottom of this page.

Creating Your Account:

• Download Carrio from the App Store
• Sign up with your email address and create a secure password
• Verify your email address by clicking the link we send you
• Complete your profile with your name, phone number, and location
• Choose your role: Traveler, Sender, or Both

First Steps After Registration:

• Complete identity verification (required for all users)
• Add your phone number and verify it with SMS
• Upload government-issued ID for account verification
• Set up your payment method for transactions
• Read our community guidelines and safety tips

Why Do I Need to Verify My Identity?

Identity verification ensures the safety and trustworthiness of our community. All users must complete verification before posting trips or item requests.

What Documents Do I Need?

• Government-issued photo ID (passport, driver's license, or national ID)
• Clear photos of the front and back of your document
• A selfie photo for identity confirmation
• Valid phone number for SMS verification

Verification Process:

1. Upload clear photos of your ID document
2. Take a selfie for identity matching
3. Enter your document number and details
4. Wait for our team to review (usually 24-48 hours)
5. Receive notification when verification is complete

Verification Issues:

• Ensure photos are clear, well-lit, and show all corners of your ID
• Make sure your selfie clearly shows your face
• Check that all information matches exactly
• Contact support if verification is rejected with reason explanation

Creating Your First Trip:

1. Tap "Create Trip" on the home screen
2. Enter your departure and destination cities
3. Set your travel dates and times
4. Specify available luggage space (weight and volume)
5. Set your pricing (per kg or fixed rate)
6. Add any special notes or restrictions
7. Post your trip and wait for matches

Managing Trip Requests:

• Review item requests that match your route
• Check sender profiles and ratings before accepting
• Communicate through in-app messaging
• Negotiate pickup/delivery details and timing
• Accept matches that work for your schedule

What Can I Transport?

✓ Allowed Items:
• Documents and paperwork
• Electronics (phones, laptops, small devices)
• Clothing and personal items
• Non-perishable food items
• Gifts and souvenirs
• Books and educational materials

✗ Prohibited Items:
• Illegal substances or contraband
• Weapons or dangerous materials
• Liquids over airline limits
• Fragile items without proper packaging
• Live animals or plants
• Perishable food requiring refrigeration

Posting an Item Request:

1. Tap "Create Request" on the home screen
2. Describe your item with photos and details
3. Enter pickup and delivery locations
4. Set your deadline and urgency level
5. Offer a fair price for transportation
6. Add special handling instructions if needed
7. Post your request and wait for traveler matches

Choosing a Traveler:

• Review traveler profiles, ratings, and travel history
• Check their verification status and badges
• Read reviews from previous senders
• Communicate to confirm pickup/delivery details
• Choose based on trust, convenience, and price

Preparing Your Item:

• Package items securely to prevent damage
• Include recipient contact information
• Take photos of the item before handover
• Declare accurate value for insurance purposes
• Provide clear pickup and delivery instructions

How Payments Work:

Carrio uses a secure escrow system to protect both parties:
1. Sender makes a deposit payment when accepting a match
2. Funds are held securely in escrow
3. Traveler receives payment after successful delivery
4. Remaining balance (if any) is paid upon completion

Payment Methods:

• Credit and debit cards (Visa, Mastercard)
• Bank transfers and direct debits
• Mobile money and digital wallets
• All payments processed securely through Paystack

Refunds and Disputes:

• If a trip is cancelled, deposits are automatically refunded
• Disputes can be raised through the app's dispute resolution system
• Our support team mediates payment disputes
• Refunds typically process within 3-5 business days

Earnings and Withdrawals (Travelers):

• View your earnings in the wallet section
• Withdraw funds to your bank account
• Minimum withdrawal amount may apply
• Processing time: 1-3 business days

Staying Safe:

• Only work with verified users
• Meet in public places for item handovers
• Trust your instincts - report suspicious behavior
• Keep communication within the app
• Take photos during pickup and delivery

Reporting Issues:

• Use the "Report" feature for inappropriate behavior
• Contact support immediately for safety concerns
• Block users who violate community guidelines
• We investigate all reports promptly

Insurance and Liability:

• Items are covered up to declared value
• Report damage or loss immediately through the app
• Provide photos and documentation for claims
• Insurance claims processed within 14 days

App Issues:

• Update to the latest version from the App Store
• Restart the app and your device
• Check your internet connection
• Clear app cache if experiencing glitches

Notification Problems:

• Enable push notifications in your device settings
• Check notification preferences in the app
• Ensure Carrio has permission to send notifications
• Contact support if you're missing important updates

Location Services:

• Allow location access for route-based matching
• Enable "While Using App" location permission
• GPS accuracy improves matching quality
• Location data is used only for app functionality

Updating Your Profile:

• Go to Profile, Edit Profile to update information
• Change your photo, bio, and contact details
• Update travel preferences and destinations
• Modify your role (traveler/sender/both) as needed

Password and Security:

• Use a strong, unique password for your account
• Change your password regularly
• Never share your login credentials
• Log out from shared devices

Deleting Your Account:

• Contact support to request account deletion
• Complete any pending transactions first
• Withdraw remaining wallet balance
• Account deletion is permanent and cannot be undone

Respect and Communication:

• Treat all users with respect and courtesy
• Communicate clearly and professionally
• Honor your commitments and agreements
• Be patient and understanding with other users

Prohibited Behavior:

• Harassment, discrimination, or offensive language
• Fraudulent or misleading information
• Attempting to complete transactions outside the app
• Sharing personal contact information publicly

Consequences:

• Warning for minor guideline violations
• Temporary suspension for repeated issues
• Permanent ban for serious violations
• Legal action for illegal activities

Still need help? Our support team is here to assist you:

When contacting support, please include:
• Your account email address
• Description of the issue
• Screenshots if applicable
• Trip or request ID (if relevant)
• Device type and app version