FAQ

General Questions

Read more about Dash here
What are the requirements to join Dash?
Learn more about Dash here
Do you have Bahasa Melayu language for the app?
Unfortunately no, currently we only have it in English.
How long does it take to activate my account?
Please allow 1-3 working days to process. You will receive an email and SMS to update your account status.
What are the service coverage areas?
Currently, Dash is available in Klang Valley, Melaka, Ipoh, Penang, Johor and Kota Kinabalu. However, different jobs' available service areas are different. Please refer to the training deck in your Dash app.
We will continue to expand in other regions in the future, so stay tuned!

Sign Up

Do I have to make any payment upfront? For eg.: deposit, joining fee
No, no payment is required. Join Dash for FREE
I did not receive the OTP verification code during sign-up. What should I do?
Please reach out to us here if you have any issues signing up.
I do not remember my login email address. When I try to sign up, it says that I have a registered TREVO/DASH account, what should I do?
1. If you have a TREVO account, please use the same login credentials on Dash.
2. Please write to hello@dashnow.my and provide your phone number or I/C number for us to find your associated email address.
Why are my documents rejected?
It may be due to a few reasons:
1. Picture is blurry
2. Document information is unreadable
3. Already have a TREVO account
Do I need to attend training sessions to become a Dasher?
Yes, you will need to complete an online training session on the Dash app once you have signed up to be a certified Dasher.
All trainings are fully conducted online via the Dash app. You will need to complete a video observation, a training deck study, and a quiz for each job.
 

Payment

When will I receive my payment?
Payments are processed and paid weekly. Jobs completed this week will be paid the following week.
Please expect to receive the payment latest by end of Friday (given that there is no public holiday that falls in between). If there are any delays in payment, an announcement will be made.
How is the payment calculated?
The weekly payment includes completed job fees, incentives, claims, and compensation (if any).
When does the payment week start?
The payment week starts on Monday and ends on Sunday.
For eg.: Monday (27th Sept 2021) to Sunday (3rd Oct 2021)
I received the payment advice from the bank, but I did not receive the money in my account.
Different banks have different processing times. Please expect to receive the payment latest by end of Friday.
Are payslips provided?
No, we do not provide payslips. However, the bank’s payment advice is sent to your email when you get paid weekly for your completed jobs.
How do I request for payment breakdown?
Please go to Dash app > Account tab > Feedbacks button > select Payment Related > select Payment Breakdown.
The payment breakdown will be sent to your Dash registered email in 1-3 working days.
I am unable to see the incentives, claims, and compensation in my Earnings Dashboard.
Currently, Earnings Dashboard reflects your completed jobs only. Claims, compensation, and Incentives are not shown.
However, a brief breakdown is listed in the payment advice (file attachment) sent to your Dash registered email by the bank.
If you would like a detailed breakdown, please go to Dash app > Account tab > Feedbacks button > select Payment Related > select Payment Breakdown
My weekly payment is incorrect/different from my own calculation. What should I do?
1. Please go to Dash app > Account tab > Feedbacks button > select Payment Related > select Payment Issue > select issue accordingly and submit details (Job ID/screenshots etc.)
2. Request for payment breakdown (go to Dash app > Account tab > Feedbacks button > select Payment Related > select Payment Breakdown) to refer and check what was missed.

Incentive

What are the current incentives available?
Find out the latest incentives here
When will I receive the incentives?
Incentives are paid together with the weekly payment.

Compensation

Do I get compensated if the job is cancelled when I arrive?
Yes, compensation is given case by case.
How do I request compensation/dispute for a cancelled job?
Please go to Dash app > Account tab > Feedbacks button > select Payment Related > select Payment Issue > select issue accordingly and submit details (Job ID/screenshots etc.)
How do I know if I will be compensated?
You will receive an email on your compensation status. Please reply to the same email thread for any dispute.
When will I get my compensation?
Compensation is paid together with the weekly payment.

Claims

Do I have to make any payment in advance?
Yes, for petrol refuel, toll, car wash, parking ticket, lost ticket, etc. (if needed)
I drove my own vehicle/public transport/took e-hailing transport to get to the pick-up location, can I claim any expenses for my personal vehicle?
No, SOCAR DASH will not compensate for personal costs outside of Dash missions.
However, we have Shuttle Service available for Klang Valley dashers. Find out more here
Where do I submit my receipt for claims?
P/S: Submitted claims will be validated.
What type of claims is allowed?
  • For SOCAR+:
Dashers will have to fuel up and pay first, and later claim it from Dash through Google Form (please refer to training deck). However, please do inform the customers that they will be charged for excess mileage rate (more than 20km/hour) directly from their account. The customer will also be charged for any toll and parking fees during the reservation.
  • For SOCAR-2-YOU:
When delivering SOCAR, Dashers will have to pay for the expenses first (fuel, toll, parking fees, etc.) and later claim it from Dash (Please refer to your training deck on how to claim prepaid expenses while delivering the cars).
  • For Buddy Driver:
No claims allowed - ALL expenses during the service shall be paid by the customer.
  • For TREVO Custodian:
Only toll and fuel when delivering the car are allowed - from Pick Up point to Drop Off point.
P/S: Fuel sufficient petrol only if the car's petrol is empty and unable to drive. It is a MUST to submit odometer pictures before & after fueling up.
When will I get my claims?
Claims are paid together with the weekly payment.
Why did I not receive my claims after submitting them?
It may be due to a few reasons:
1. Your submission for claims this week will be paid next week.
2. We did not receive your claims submission. Please resubmit again.
If your claims are rejected, a clarification email will be sent to your Dash email.

Referral Program

What is Referral Program?
The referral program is to refer a friend/family and earn RM50 reward when they complete their 1st Job within a specific period*.
*with T&C apply.
How to join Dash's Referral Program?
I am not a Dasher. Can I join this program?
No, you have to be a Dasher to join this program.
If my friend/family has already signed up and already is a dasher but has not completed their first job yet, can I give them my referral link and refer them?
No, this program is only eligible for someone who has NOT signed up before.
Do I still get the RM50 if my referrals signed up but did not complete his/her first job?
No, you will only get the RM50 once they successfully complete their first job.
Will my friends/family get any incentive after signing up?
Yes, currently there is a First Job Incentive* when they complete their first job. Learn more about the available incentives here
*subject to changes
When will I get my incentives?
The following week after your referral has completed his/her first job, along with your weekly payment
 

During Job

Can I cancel a job?
You are only allowed to cancel the job with a valid reason. If your reason is not acceptable, we may have to suspend your account for two days.
To cancel a job, please contact our Customer Service team through live chat (go to Dash app > Account tab > Contact Us button).
P/S: Dashers with high cancellation with NO valid reason/justification will result in a penalty. Cancelling jobs will affect the delivery fulfillment to our customers which may upset them, resulting in lesser booking (also means lesser jobs for you). Hence, please check the job details and ensure that you are able to fulfill the job before accepting.
Why is my job cancelled?
Cancellation of jobs may occur as guests may extend the time of their booking. Guests may also cancel their bookings.
Can I start my job early?
You can only start the job 10 minutes early from the Job Start Time. Any earlier than that, Dash/SOCAR is not liable for any outcome. You may have to wait and will not have access to start the job.
For eg.: Your job starts at 12pm, you may arrive and start the job at 11:50am.
Why can't I start my job early?
We do not encourage Dashers to start their job early to avoid cancellation. Cancellation of jobs may occur as guests may extend the time of their booking. Guests may also cancel their bookings.
What should I do if I can't find the car/the car is not there when I arrive?
Try to contact the customer and wait for a maximum of 15 minutes. If the car is still not found after 15 minutes, please go to live chat to request assistance.
P/S: If you insist to wait, DASH/SOCAR is not liable for any outcome.
What should I do if the car is dirty?
1. For SOCAR-2-YOU and SOCAR+ jobs
If time allows, please go to the nearest petrol station/car wash shop to clean the car & submit claims.
P/S: If the car is in very bad condition, please go to live chat for further instructions.
2. For Buddy Driver and TREVO Custodian
The car's condition is on the owners. Please proceed with your job.
P/S: Car wash claims are NOT allowed.
Should I wait if the customer says he/she will arrive in 30 minutes?
No, do NOT wait any longer than 15 minutes. Please go to live chat to request for the job to be cancelled.
P/S: If you insist to wait, DASH/SOCAR is not liable for any outcome.
What should I do if I face these few scenarios: Car low battery/Car unable to start/Car petrol low, cannot drive.
1. Step out of the car.
2. Try to lock and unlock the car couple of times.
3. Try to start the car again.
4. If still unable to start, please inform live chat to get further instructions.
What should I do if I am going to be late for my job?
Please inform live chat to avoid being penalized.
Why am I unable to complete selfie verification/submit inspection photos/unlock the car?
It may be due to a few reasons:
1. A bug/glitch
2. Job is outside of timeframe - start too early or job end late
For eg.: Job time is 10am-10:30am You may start your job 10 minutes early (9:50am). If you start your job earlier than 9:50am or end the job later than 10:30am, you may face those 'tech issues' mentioned.
What should I do if I face problems with the app? For eg.: Unable to complete selfie verification/submit inspection photos/unable to detect key/unlock the car
a. Refresh the app by closing and opening the app again.
b. Restart your phone.
c. If possible, delete and redownload the app.
d. Take screen recording video of the issue/glitch
If the problem persists, please take the photos with your phone and go to live chat for assistance to complete the job. Also, submit the screen recording video and state the issue on Feedbacks form (Dash app > Account tab > Feedbacks button > select App Issue) so we can investigate further.
What happens if I get penalized?
The relevant Dash team will investigate the situation and look at the severity of the penalty. A penalty will then be issued appropriate to your situation. Penalties can vary from a verbal warning to a lifetime ban from Dash.
P/S: Please ensure to read the training deck so that you are aware of what actions are not condoned on our platform.
What should I do if met with an accident during delivery?
1. Park the car at a safe spot on the roadside.
2. Inform Dash Live Chat
  1. Describe scenario happened
  1. Provide pictures of accidental part & area
3. If a third party is involved (additional information), please provide these information:
  1. Picture of third party car accidental area
  1. Car number plate
  1. License or IC (if they willing to provide)
  1. Contact details
4. Wait for an update from Dash Live Chat
 

Others

Can I park my own vehicle at the SOCAR Zone while I am doing Dash jobs?
No, you are not allowed to park your vehicle in an empty SOCAR zone. SOCAR Zones are for SOCARs only.
During this pandemic, do I need an MCO/MOT letter to do Dash jobs?
If you are fully vaccinated, an MCO/MOT letter is NOT needed.
How do I request an MCO/MOT letter?
Only Dashers who have accepted jobs can request the letter.
After accepting a job, please go to your Dash app > Account tab > tap on the 🔔 icon on the top right to request.
Where can I share my feedback?
Please go to your Dash app > Account tab > Feedbacks button > select General Feedbacks

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