Question 1

How do I sign up as an Okly customer?

Accepted Answer

Open the Okly app and enter either your phone number or email address. Tap Continue.

If you're a new user, you'll be taken to the Create Account screen where you'll need to provide:

First name
Surname
Email address
Phone number
Password
Confirm password

After submitting your details, you'll receive a 6-digit verification code via SMS to your phone number. Enter the code to verify your account. Once verified, you can start booking rides immediately.

Question 2

Do I need to add a payment method to sign up?

Accepted Answer

No. You can create your Okly account without adding a payment method. You'll be prompted to add a payment method when you book your first ride.

Question 3

What if I didn't receive my verification code?

Accepted Answer

On the verification screen, you can tap "Resend" to receive a new 6-digit code via SMS.

The resend option is available after a short countdown timer. If you still don't receive the code, check that you entered the correct phone number during registration and that your phone can receive SMS messages.

Question 4

Can I use my Okly Driver account to sign up as a customer?

Accepted Answer

Yes. If you already have an Okly Driver account, you can use the same phone number or email to sign up as a customer.

The app will recognise your existing details and only ask you to provide your first name and surname. You won't need to re-enter your email, phone number, or password. After verification, you'll have both driver and customer access using the same credentials.

Question 5

What happens after I sign up?

Accepted Answer

After verifying your account, you'll be taken to the Home screen where you can immediately book your first ride.

The app will automatically detect your current location as the pickup point. From there, you can enter your destination, select a vehicle type, and request a ride. You'll be prompted to add a payment method before confirming your first booking.

Question 6

How do I book a ride?

Accepted Answer

From the Home screen, tap on "Where to?" to set your destination. Your current location will automatically be set as the pickup point.

Enter your destination address in the dropoff field. Select your preferred vehicle type from the available options. Review the estimated fare and tap "Request Ride" to send your booking request to nearby drivers.

If this is your first ride, you'll be prompted to add a payment method before confirming the booking.

Question 7

Can I add multiple stops to my ride?

Accepted Answer

Yes. When setting your trip destination, you can add up to 2 additional stops between your pickup and final dropoff location.

Tap "Add stop" to include Stop 1 and Stop 2. Enter the addresses for each stop in the order you want to visit them. The fare will be adjusted based on the total trip time including all stops.

Question 8

How do I add a payment method?

Accepted Answer

Go to your Wallet from the profile menu and tap "Add Payment Method".

You'll be prompted to enter your card details through Stripe's secure payment form. Your card information is encrypted and stored securely with Stripe. Once added, you can set any card as your default payment method for future rides.

Question 9

Can I cancel a ride after requesting it?

Accepted Answer

Yes. You can cancel a ride at any time before completion.

If you cancel within the free cancellation window (shown with a countdown timer), there's no charge. Cancellation fees may apply if you cancel after this window expires, depending on the reason and timing of your cancellation.

Question 10

How is my fare calculated?

Accepted Answer

Your fare is based on the driver’s hourly rate and the estimated trip duration. The fare is estimated at the time of booking and fixed once the driver accepts your ride, regardless of traffic or delays.

The total price shown to you includes the fare, a Service Fee charged by Okly for use of the platform, and any applicable government levies. Tolls, airport fees, and other third-party charges are added separately based on the actual route.

Question 11

How do I contact my driver during a trip?

Accepted Answer

You can message or call your driver from the active trip screen.

Tap the message icon to open the chat and send text messages to your driver. Tap the phone icon to call your driver using a masked phone number that protects both your and the driver's privacy.

Question 12

Can I share my trip details with someone?

Accepted Answer

Yes. During an active trip, you can share your trip details with friends or family for safety.

Tap the share icon on the trip screen to send your real-time location, driver details, and estimated arrival time. Recipients can track your journey without needing the Okly app.

Question 13

How do I track my driver's location?

Accepted Answer

Your driver's location is shown on the map in real-time during your trip.

The trip screen displays a live map with your driver's current position, your route, and any stops along the way. The map updates automatically as your driver moves.

Question 14

How do I view my past trips?

Accepted Answer

Tap on "Trips" from the main menu to see your ride history.

Your trips are listed in reverse chronological order, showing the most recent first. Each entry displays the date, pickup and dropoff locations, fare, and trip status. Tap on any trip to view full details including route, duration, and payment breakdown.

Question 15

How do I get a receipt or invoice for my ride?

Accepted Answer

Open the trip from your trip history and tap "Generate Receipt/Invoice".

You can generate either a PDF receipt or invoice for any completed trip. Tap "Receipt" for a payment receipt or "Invoice" for a tax invoice. The documents include trip details, fare breakdown, payment information, and driver details. The PDF is automatically saved to your device and opened for viewing or sharing.

Question 16

How do I rate my driver?

Accepted Answer

After completing a trip, you'll be prompted to rate your driver on a scale of 1 to 5 stars.

You can also add optional feedback about your experience. If you miss the prompt, you can still rate your driver by opening the trip from your history and tapping "Rate Driver".

Question 17

How do I update my personal information?

Accepted Answer

Go to your Profile from the main menu to view and edit your account details.

From the Personal Info section, you can update your phone number, email address, and password. Tap on the specific field you want to change and follow the prompts to verify and save your new information.

Question 18

How do I delete my Okly account?

Accepted Answer

From your Profile page, scroll to the Account section and tap "Delete Account".

You'll be asked to confirm your decision. Once deleted, all your personal data, trip history, and saved payment methods will be permanently removed. This action cannot be undone.

Question 19

How do I log out of my account?

Accepted Answer

Scroll to the bottom of your Profile page and tap the logout option.

You'll be signed out immediately and returned to the login screen. Your account data remains saved, and you can log back in anytime using your phone number or email and password.

Question 20

What happens if Okly makes changes to its terms or policies?

Accepted Answer

For material changes that affect your rights or obligations, Okly will provide at least 30 days’ notice via the app or email, except where a shorter notice period is necessary due to safety concerns, legal requirements, or regulatory changes. You can review all current policies in the app at any time.

Question 21

How do I sign up as an Okly driver?

Accepted Answer

Download the Okly Driver app, create your account, and verify your phone via OTP.

Then complete your profile by accepting policies, uploading your profile picture, setting your hourly rate, completing required courses, uploading your personal documents (driver's licence, etc.), adding your vehicle with its documents (registration, insurance, etc.), and adding your bank account for payouts.

Once all documents are approved, you're ready to start driving.

Question 22

How do I go online to receive ride requests?

Accepted Answer

Tap the availability toggle on your home screen to go online. The app checks that you've completed all requirements (documents approved, vehicle added, bank account set up, etc.) before allowing you to go online.

If you can't go online, check your profile for any pending requirements. To go offline, simply tap the toggle again.

Question 23

Why can't I go online?

Accepted Answer

If you can't go online, your home screen will show you the specific reason. This could be anything from incomplete requirements, pending document approvals, driving hour limits, or other safety checks.

Review what's shown and complete any required actions. If you're unsure about something or think you need help, you can always chat with us through the Help Center.

Question 24

How do I accept or reject a ride request?

Accepted Answer

When you receive a ride request, a notification appears showing pickup location, destination, and estimated earnings. Tap "Accept" to accept the ride.

You can decline the trip, but this will affect your acceptance rate which customers can see when booking in the Okly app. If you don't respond in time, it's treated as a decline and will also affect your acceptance rate.

The customer can then request you again or select a different driver.

Question 25

How does navigation work during a trip?

Accepted Answer

The app has built-in turn-by-turn navigation powered by Google Maps that automatically guides you through each stop in sequence. When you complete a stop, navigation automatically updates to the next destination.

You can also open external navigation apps you have installed. Most apps (Google Maps, Waze, Apple Maps, etc.) launch directly into turn-by-turn mode, while some apps open in route preview mode where you manually start navigation.

Question 26

What happens if I lose internet connection during a ride?

Accepted Answer

Navigation continues to work and guide you to each stop. When your connection resumes, the app automatically syncs your location and route updates to the server so the customer's live tracking catches up. Just keep driving normally and everything will sync when you're back online.

Question 27

How do I complete a ride and get paid?

Accepted Answer

At each stop, slide the button to confirm arrival and move to the next stop. When you reach the final destination and slide to complete, the app automatically processes the payment, verifies any toll charges, and adds your earnings to your account balance. You'll see the updated earnings immediately.

Question 28

How do I cancel a ride after accepting it?

Accepted Answer

During a ride, you can tap the cancel button to see a list of cancellation reasons. Select the appropriate reason and confirm. Cancelling after accepting may affect your driver rating and acceptance rate, so only cancel when absolutely necessary.

Question 29

What should I do if the customer doesn't show up?

Accepted Answer

If the customer doesn't show up at the pickup location, tap the cancel button and select the appropriate cancellation reason.

The app automatically calculates compensation based on how long since you accepted the ride. If you cancel within 90 seconds of accepting, there's no charge to the customer. After 90 seconds, the customer is charged for your time based on your hourly rate, and you receive payment for that time.

The total charge to the customer is capped at the original fare amount.

Question 30

What safety features are available during a trip?

Accepted Answer

During a trip, tap the shield icon to open the Safety Hub. This gives you three safety options.

You can view and copy your current location address to share with emergency contacts or support. You can access the Help Center to get immediate support specific to your current trip. You can also call emergency services which directly dials 000 for urgent situations.

The Safety Hub is accessible anytime during an active trip.

Question 31

How do I view my earnings and when do I get paid?

Accepted Answer

Tap Earnings in the menu to see your daily, weekly, and total earnings with a detailed breakdown. Payouts are processed automatically on a weekly schedule and sent directly to your bank account. You can view your payout history and download statements from the Payouts section.

Question 32

How do I view my past rides and earnings?

Accepted Answer

Tap Recent Trips in the menu to see your complete ride history. Each ride shows pickup and drop-off locations, date, time, earnings, and customer rating.

Tap any ride to see full details including route, fare breakdown, and download a receipt. You can filter rides by date range to review specific periods.

Question 33

How do I set or change my hourly rate?

Accepted Answer

Go to Settings and tap Hourly Rate. Use the slider to adjust your rate within the minimum and maximum limits set for your city.

Your hourly rate determines the trip price shown to customers, which is estimated at booking and fixed once you accept the ride, regardless of traffic or delays. Tolls and other charges are added separately.

Tap "Set Hourly Rate" to save your changes.

Question 34

How are my trip earnings calculated?

Accepted Answer

Your earnings are based on your hourly rate and the estimated trip time. The fare is calculated as (your hourly rate / 60) x estimated trip minutes and is locked in when you accept the ride.

You also earn waiting fees if you wait at stops beyond the grace period, calculated at the same hourly rate. All toll costs are fully reimbursed based on the actual route you drive, verified using GPS tracking.

When you view a completed trip, you'll see your total earnings and a detailed breakdown showing each component like base fare, tolls, and waiting fees.

Question 35

How do I view and download my earning statements?

Accepted Answer

Go to Earnings and tap Statements. You can view statements by month or year, showing your total trips and gross earnings for each period.

Tap any statement to download a detailed PDF that includes your driver information, income breakdown (gross earnings, GST collected, net of GST), expenses (platform fees with GST), and a GST summary showing collected, credits, and net payable amounts.

The PDF also includes your ABN if you've uploaded it, along with the statement period dates.

Question 36

How do payouts work and how do I manage my bank accounts?

Accepted Answer

Go to Settings and tap Payouts to see your payout information. This shows your available balance ready to pay, your payout schedule (weekly), how many unpaid trips you have, and your next payout date.

You can add or manage your bank accounts here by providing your bank name, account holder name, BSB, and account number. Set one account as your default for automatic payouts.

Payouts are processed automatically every week via Stripe Connect and sent directly to your default bank account. You can view your payout history and download detailed invoices showing earnings, GST calculations, and net payout amounts for each period.

Question 37

How does the Service Fee work?

Accepted Answer

Okly charges a Service Fee on the base fare for each trip. The current Service Fee rate is disclosed in the app and may vary based on your city, vehicle type, and service time. Okly may change the Service Fee rate from time to time by providing notice in the app.

The Service Fee is calculated as a percentage of your base fare (your hourly rate x trip duration) and is paid by the customer as part of their total trip cost — it is not deducted from your earnings.

When customers book a ride, they see the total price including your fare, Service Fee, tolls, and any other charges. Your trip details show this as “Service Fee” in the breakdown.

Question 38

How do I update my profile picture?

Accepted Answer

Go to Settings and tap on your profile picture. This opens the camera where you can take a new photo. Crop the photo to fit the circle frame, then submit. Your new photo will be reviewed and approved by the Okly team. Once approved, it will replace your current photo and be visible to customers.

Question 39

How do I view my customer reviews and ratings?

Accepted Answer

Go to Settings and tap Reviews to see all the ratings and reviews customers have left for you. Each review shows the customer's rating and any comments they wrote about your service. This helps you understand how customers experience your rides and what you're doing well.

Question 40

How do I check my account statistics?

Accepted Answer

Go to Settings and tap Account Stats to see your performance metrics. This shows your overall rating, total rides completed, acceptance rate (percentage of rides you accept), continuous driving hours, weekly driving hours, and how long you've been on the platform. Each statistic displays the current value with a description to help you track your performance.

Question 41

How do I switch between day and night map modes?

Accepted Answer

Go to Settings and look for the Map setting under Preferences. Use the toggle switch to change between day mode (lighter colours) and night mode (darker colours) for the map display. Your preference is saved automatically and will apply to all maps in the app including navigation.

Question 42

How do I delete my driver account?

Accepted Answer

Go to Settings and tap Delete Account. The system checks if you have any pending payouts that haven't been processed yet. If you do, you must wait until those payouts are completed before you can delete your account.

You'll see warnings explaining that deletion is permanent and you'll lose access to all your driver data immediately including documents, profile data, location history, vehicle details, and notifications. Your ride history and payment receipts are retained for 5 years for legal and tax compliance.

If you have an Okly customer account, it will remain active. To confirm deletion, type DELETE in the text box and verify with an OTP sent to your phone.

Question 43

Can I drive for other platforms at the same time?

Accepted Answer

Yes. Okly does not prevent or restrict you from being employed by, or providing services for, any other entity, or from using other platforms to provide transportation or delivery services. You are an independent contractor and free to work with multiple platforms simultaneously.

Question 44

Where can I view and accept policies and agreements?

Accepted Answer

Open the menu and tap Policies to view all policies and agreements. The page shows which policies you've accepted and which ones are pending review.

Accepted policies display a green check and the date you accepted them. Pending policies show an orange indicator and "Review required" status.

Tap any policy to read the full content, and if you haven’t accepted it yet, you’ll see an Accept button at the bottom. You can review any policy anytime from this page, even after accepting it.

We may update these policies from time to time. For material changes that affect your rights or obligations, we will provide at least 30 days’ notice via the app or email, except where a shorter notice period is necessary due to safety concerns, legal requirements, or regulatory changes.

Question 45

How do I complete my required training?

Accepted Answer

Go to Settings and tap Training to see all your training courses. Each course shows whether it's required or optional, and its current status.

Required courses must be completed before you can go online. Tap any course to view its content and complete it. Some courses include quizzes.

Once you've completed all required courses, they'll show as completed with your completion date.

Question 46

How do I upload and manage my required documents?

Accepted Answer

Go to Settings and tap Documentation to view all your required documents. Each document shows its current status. You'll see if you need to upload or submit it, if it was rejected and needs to be resubmitted, if it has expired and needs renewal, if it's expiring soon, if it's under review, or if it's approved and verified.

Some documents like your driver's licence require both front and back photos, while others only need one upload. If a document has an expiry date, you'll see warnings when it's expiring soon and you'll need to renew it before it expires.

Tap any document to upload or view it. Once approved, you'll receive a push notification. If rejected, you'll receive an email with the reason and can resubmit immediately.

Question 47

How do I add and manage my vehicles?

Accepted Answer

Go to Settings and tap Vehicles to see all your vehicles. Your primary vehicle is displayed at the top showing the make, model, licence plate, colour, and year. All other vehicles are listed below showing make, model, licence plate, colour, year, and fuel type.

Each vehicle shows its document status - if documents are expired and need renewal, if required documents are missing, if documents are under review, or if all documents are verified.

Tap the add button to add a new vehicle. Tap any vehicle to view and manage its documents. You can have multiple vehicles and switch between them by setting a different vehicle as primary.

Question 48

How do I get help or contact support?

Accepted Answer

Tap the Help Center option in the app menu to open a support chat. You can ask questions, report issues, or get assistance with any problems you're experiencing. The support team will respond to help you.

Question 49

What should I do if the app crashes or has technical issues?

Accepted Answer

If the app crashes or you experience technical issues like GPS/location not working, first try closing the app completely and relaunching it. This often resolves most issues.

If the problem persists, open the menu and tap Help Center to report the problem. The support team will help you troubleshoot the issue and get you back online.

Include details about what you were doing when the issue occurred to help resolve it faster.

Question 50

What happens if my account is deactivated?

Accepted Answer

If Okly deactivates your account, you will receive written notice including the reasons for deactivation. Except where immediate action is required for safety, security, fraud, or illegality, Okly will give you a reasonable opportunity to respond before a final decision is made and will consider your response before confirming or reversing the deactivation.

This process is conducted in accordance with the Digital Labour Platform Deactivation Code under the Fair Work Act 2009.

If you believe your deactivation is unfair, you may be entitled to apply to the Fair Work Commission (FWC) for review. Applications must generally be made within 21 days of the deactivation taking effect. The FWC may order reactivation, compensation, or other remedies if they find the deactivation was harsh, unjust, or unreasonable.

Question 51

Do I need to register for GST and an ABN?

Accepted Answer

Yes. As an Okly driver in Australia, you're operating as an independent contractor and are required to have an Australian Business Number (ABN) and be registered for Goods and Services Tax (GST). This is a requirement under Australian tax law. Once registered, you'll need to lodge quarterly Business Activity Statements (BAS) with the Australian Taxation Office (ATO) to report and pay your GST.

Question 52

Does Okly pay tax for me?

Accepted Answer

No. As an Okly driver, you’re an independent contractor, not an employee. This means you’re responsible for managing your own tax obligations including income tax, GST, and lodging Business Activity Statements (BAS).

Okly provides you with tax statements and earnings reports to help you meet these obligations. Okly also reports your transaction data to the ATO as required under the Sharing Economy Reporting Regime (SERR). However, you’re responsible for calculating, reporting, and paying your taxes to the ATO.

Question 53

Do I need to pay income tax?

Accepted Answer

Yes. All Australian residents must declare their worldwide income to the Australian Taxation Office (ATO), including earnings from driving with Okly.

Your Okly earnings are considered business income and must be reported in your annual tax return. The amount of tax you pay depends on your total income, allowable business deductions, and your individual circumstances.

You should consult a registered tax agent or accountant for advice specific to your situation.

Question 54

Do fares include GST?

Accepted Answer

Yes. All fares charged to customers through Okly are GST-inclusive. This means the price the customer pays already includes the 10% GST component.

When you receive your earnings statements and tax summaries, they show the breakdown of GST included in your fares to help you complete your Business Activity Statements (BAS).

Question 55

How do I calculate GST on my fare?

Accepted Answer

To calculate the GST component of a GST-inclusive fare, divide the total fare by 11. This is because GST-inclusive amounts include 10% GST (which is 1/11th of the total).

For example, if a fare is $55, the GST component is $55 ÷ 11 = $5.

Your Okly tax statements automatically show this breakdown for all your trips, so you don't need to calculate it manually for each fare when lodging your quarterly BAS with the ATO.

Question 56

Do I need to file a Business Activity Statement (BAS)?

Accepted Answer

Yes. If you're registered for GST (which is required to drive with Okly), you must lodge a Business Activity Statement (BAS) with the Australian Taxation Office (ATO).

Most drivers lodge quarterly, reporting the GST you've collected on your fares and claiming GST credits on your business expenses.

Your Okly tax statements provide the GST information you need to complete your BAS. The ATO will notify you of your lodgement schedule and due dates.

Help Center

Getting Started

Booking a Ride

During a Trip

Trip History & Receipts

Account & Profile

Do you have any more questions?