Contacting 99 App: Your Comprehensive Guide

In the dynamic world of ride-hailing and urban mobility, efficient customer support is paramount. 99, a prominent name in the transportation sector, particularly dominant in Brazil, understands this need. As one of Latin America's largest and most innovative startups, 99 has revolutionised how millions move, offering a suite of services beyond just ride-hailing, including food delivery and a digital wallet. This comprehensive guide is designed to help you navigate the various channels available to contact 99 App's customer service, ensuring you can find the right solution for any query or concern.

While 99 is a significant player primarily within Brazil, its multi-faceted approach to user support reflects a commitment to service quality. Understanding the diverse ways to reach out, whether you're a passenger seeking assistance with a ride or a driver partner with a career-related question, is crucial for a smooth experience. From direct phone lines to in-app messaging and dedicated email addresses, 99 provides a range of options tailored to different needs and urgency levels. It's important to note that the contact details provided herein are specifically for 99's operations within Brazil.

Direct Communication: Phone Services for Immediate Assistance

For urgent matters or when you prefer direct vocal communication, 99 offers several dedicated phone lines. These lines are categorised to address specific types of concerns, ensuring your call is routed to the most appropriate team. Please remember, these numbers are for use within Brazil.

99 App Customer Service (SAC)

The SAC, or Central de Atendimento (Customer Service Centre), serves as the primary point of contact for a wide array of general inquiries. This channel is designed to assist both passengers and driver partners with account-related issues, common questions about their services, and general support. The service aims to be a quick and effective way to resolve your concerns.

• For Capital Cities and Metropolitan Regions (Brazil): (11) 3004-8199
• For Other Localities (Brazil): 0300-3132-421

These lines are typically available 24 hours a day, seven days a week, ensuring that help is always at hand, regardless of when an issue arises.

Emergency Safety Centre

In critical situations where safety is at risk, 99 provides a dedicated Safety Centre. This line is specifically for serious incidents such as assaults, robberies, accidents, or for users seeking support in cases of violence, discrimination, or harassment. It serves both drivers and passengers. It is crucial to prioritise contacting local emergency services before reaching out to this line.

• Emergency Safety Line (Brazil): 0800 888 8999

This 0800 number is exclusively for high-risk situations. For all other matters, users are advised to utilise the other contact channels outlined in this article.

99Pay Customer Support

For any queries related to 99Pay, 99's integrated digital wallet, there is a separate contact number. This ensures that financial and payment-specific issues are handled by a specialised team.

• 99Pay Support Line (Brazil): 0300-313-9999

This line provides support for issues concerning your digital wallet, payments, and transactions within the 99 ecosystem.

Summary of Phone Contacts

To provide a clear overview, here’s a table summarising the key phone contacts for 99 App in Brazil:

Digital Touchpoints: Email and In-App Support

Beyond phone calls, 99 leverages digital channels to offer convenient and documented support. These methods are ideal for non-urgent queries or when you need to provide detailed information or attachments.

Dedicated Email Addresses

Email is an excellent way to send detailed messages, attach screenshots, or formally lodge a complaint. 99 provides specific email addresses to ensure your message reaches the relevant department quickly:

• For Passengers: [email protected]
• For Driver Partners: [email protected]
• For Legal, Investigatory, or Administrative Authorities: [email protected]
• For Press and Media Inquiries: [email protected]

When sending an email, ensure you include your registered email address, a clear subject line, a detailed description of your issue, and your registered phone number to help 99's team identify your account swiftly.

In-App Chat and Help Centre

For many users, the most accessible and often quickest way to find answers is directly within the 99 App itself. The in-app help centre is designed for self-service problem-solving, with an option to connect with a human agent if needed.

How to Access In-App Support:

1. Open the 99 App and select the 'Menu' option.
2. Look for and click on 'Help'.
3. In the 'Help' section, choose the topic that most closely relates to your problem.
4. Select the question that best matches your query.
5. If the provided article or FAQ does not resolve your issue, look for an option like 'Not Resolved' or 'Contact Support'.
6. Describe your situation clearly, following the steps prompted in the app, and then send your message.

Please note that not all questions will lead to direct human intervention immediately; the app often guides you through automated solutions first. After sending your message, you will need to await a response from the Customer Service Centre within the app.

WhatsApp for Ride Requests

While 99 does have a presence on WhatsApp, it's crucial to understand its primary function. The WhatsApp number provided by 99 is specifically for requesting a ride, not for general customer support inquiries.

• WhatsApp for Ride Requests (Brazil): +55 (11) 99797-9090

If you attempt to use this number for support, you will likely be redirected to the in-app help centre or other official channels. It is solely designed for the convenience of booking a journey.

Physical Presence: Brazilian Service Centres

For those who prefer face-to-face assistance, 99 maintains physical service centres in various cities across Brazil. These centres offer direct support for more complex issues or when personal interaction is preferred. While a comprehensive list of all addresses might be extensive, it's valuable to know that this option exists within 99's operational regions. These centres typically operate during standard business hours, Monday to Friday.

Some of the cities where 99 offers in-person support include Aracaju, Belém, Belo Horizonte, Brasília, Campinas, Cuiabá, Curitiba, Duque de Caxias, Florianópolis, Fortaleza, Goiânia, João Pessoa, Maceió, Manaus, Natal, Porto Alegre, Recife, Rio de Janeiro, Ribeirão Preto, Salvador, Santos, São José dos Campos, São Luís, São Paulo, Teresina, Uberlândia, and Vitória. This highlights 99's deep integration into the Brazilian urban landscape.

Engaging Through Social Media

In today's connected world, social media platforms often serve as informal customer service channels. While not always the official route for complex issues, they can be useful for general queries, staying updated, or sharing feedback. 99 maintains a presence on major social media platforms:

• Facebook: www.facebook.com/voude99 (@voude99)
• Twitter: @voude99

It's worth noting that while Google+ was mentioned in some sources, that platform has since been discontinued. For direct support, it's always best to use the official phone, email, or in-app channels, but social media can be a good starting point for quick questions or to monitor company announcements.

Understanding Common Issues and How to Lodge a Complaint

No service is without its occasional hitches, and 99 is proactive in addressing user concerns. Knowing how to effectively lodge a complaint can significantly speed up the resolution process. Many common issues are shared across various ride-hailing platforms.

Frequent Complaints Reported by Users

Based on user feedback and public complaint platforms in Brazil (like Reclame Aqui), some of the most common issues reported by 99 App users include:

• Undue or Duplicate Charges: Users being charged incorrectly or multiple times for a single ride.
• Refund Issues: Delays or failures in receiving expected refunds.
• Payment Failures: Problems with processing payments through the app.
• Account Blocks: Accounts being blocked indefinitely without a clear explanation.
• Poor Customer Service: Dissatisfaction with the quality or speed of SAC responses.
• Ride-Related Problems: Such as rides being ended mid-way, issues with the route taken leading to higher fares, or passengers failing to pay the driver.
• Registration Difficulties: Problems validating payment cards, changing phone numbers, updating categories, or recovering accounts.
• App/Website Performance: Slow performance or outages of the 99 app or website.

How to Make a Complaint

The most effective way to register a complaint with 99 is through their official channels:

1. Via the 99 App: As detailed in the 'In-App Chat and Help Centre' section, this is often the quickest path. Navigate to 'Help', find the relevant topic, and if the automated solutions aren't sufficient, opt to 'Send a Request' or 'Contact Support'. This allows you to provide details specific to your ride or account.
2. Via Email: For detailed complaints, especially those requiring documentation, use the dedicated email addresses ([email protected] or [email protected]).
3. Via Phone: For urgent issues, the SAC lines are available to discuss and log your complaint directly.

Should your issue not be resolved through 99's direct channels, Brazilian consumers often turn to external platforms like Reclame Aqui (a popular Brazilian consumer complaint website) or government-backed consumer protection agencies (like Procons or Consumer.gov.br) to escalate their concerns. While these platforms are specific to Brazil, they highlight the importance of persistence in seeking resolution.

Important Considerations for Effective Contact

To ensure your interaction with 99's customer service is as efficient as possible, keep the following in mind:

• Be Prepared: Have all relevant information ready, such as ride details (date, time, driver/passenger name), transaction IDs, screenshots, and a clear description of your issue.
• Clarity is Key: State your problem concisely and clearly, avoiding jargon.
• Patience: While 99 aims for swift resolutions, some complex issues may require more time.
• No Ombudsman Service: It is important to note that 99 does not currently offer an Ombudsman (Ouvidoria) service. This means that if you are not satisfied with the resolution provided by the primary customer service channels, you would typically need to escalate through the methods mentioned above or through external consumer protection bodies in Brazil.

Frequently Asked Questions (FAQs) about 99 App

Here are answers to some common questions about 99 and its services:

What is the 99 App?

99 is a leading ride-hailing application primarily operating in Brazil. It allows users to request rides from nearby driver partners. Beyond standard rides, 99 offers various categories, including:

• 99 Pop: An economical and safe ride option with private drivers.
• 99 Comfort: Offers enhanced comfort and exclusivity with higher-rated vehicles and drivers.
• 99 Taxi: Connects users with traditional taxis, often with competitive pricing.
• 99 Taxi Pop: A premium traditional taxi service, currently available only in São Paulo, Brazil.

What is 99 Food?

99 Food is 99's platform for fast and reliable meal delivery. It allows users to order food online from various restaurants and have it delivered directly to their location.

What is 99 Pay?

99 Pay is the digital wallet integrated within the 99 App. It enables users to manage balances, pay bills, and facilitate payments for rides and 99 Food deliveries, offering a convenient cashless experience.

What Payment Methods Does 99 Accept?

99 offers a variety of payment options for user convenience:

In-App Payments:

• Credit or Debit Cards registered within the app.
• Specific mobility vouchers like Alelo Mobilidade and Ticker Car (where applicable).
• PayPal account linked to the app.
• Apple Pay.
• Corporate Vouchers (for users whose companies have a 99 corporate account).
• 99Pay balance.

In-Car Payments:

• Cash.
• Debit card, processed directly via the driver's machine.

How Many Taxi Drivers Does 99 Taxi Have?

99 Taxi, a significant part of the 99 ecosystem, boasts over 140,000 taxi drivers across Brazil, facilitating millions of connections between passengers and destinations.

Can I Dispute a Ride Price with 99?

Yes, you can dispute a ride price. 99 generally operates with fixed pricing, meaning you know the cost before confirming your ride. However, if the final fare differs unexpectedly, you can contest it. Common reasons for disputes include:

• The ride started and ended without you being in the vehicle.
• The indicated route was not followed, resulting in a higher fare than estimated.
• A promotional coupon was not applied to your ride.
• You were charged for a ride after you had already exited the vehicle.
• You were double-charged for the same ride (both in-app and directly to the driver).

To dispute a fare, go to your ride history in the app, select the specific ride, and look for an 'Help' or 'Dispute' option related to charges.

What Should I Do If I Forgot an Item in a 99 Car?

If you leave an item behind in a 99 vehicle, you can attempt to contact the driver directly through the app for up to 72 hours after the ride. Follow these steps:

1. In the App Menu, tap on 'Rides' or 'Ride History'.
2. Select the ride during which you forgot the item and tap 'Help'.
3. Choose the option 'I forgot an item in the car'.
4. Describe the lost item and tap 'Send'. A button to call the driver should appear.

If more than 72 hours have passed, an option like 'Click to contact our support' will appear. In this case, 99 will mediate the contact between you and the driver to help retrieve your lost item.

What are My Consumer Rights?

While this article focuses on contacting 99, it's essential to recognise that as a consumer, you have rights. In Brazil, 99 operates under the robust framework of the Consumer Defense Code (Código de Defesa do Consumidor). This legislation ensures consumers are protected against unfair practices, have the right to clear information, and mechanisms for redressal. Understanding these rights empowers you to advocate effectively for yourself when engaging with any service provider.

Conclusion

99 provides a comprehensive and multi-channel approach to customer support, reflecting its position as a leading mobility platform in Brazil. Whether you prefer the immediacy of a phone call, the detail of an email, the convenience of in-app support, or even face-to-face interaction at a physical centre in Brazil, there are dedicated avenues to address your concerns. By utilising the appropriate channel and providing clear information, you can ensure your queries are handled efficiently, allowing you to continue enjoying the diverse services offered by 99 App. Remember to always use official channels for the most reliable assistance.

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