We're here to help! Find answers to common questions, troubleshoot issues, and contact our support team.
A:
Go to Apple App Store or Google Play Store
Search for "تكسي اتحاد" or "Etihad Taxi"
Tap "Install" or "Get"
Wait for installation to complete
Open the app and register with your phone number
Links:
A:
iOS: Version 13.0 or later
Android: Version 8.0 or later
Internet: Active WiFi or mobile data connection
Location: GPS access enabled
RAM: Minimum 2GB recommended
A:
Open the Etihad Taxi app
Tap "Sign Up" or "Create Account"
Enter your full name
Enter your phone number (+964...)
Receive verification code via SMS
Enter the code to verify
Create a strong password
Add your payment method (optional but recommended)
Done! Your account is ready
A: Required:
Full name
Phone number
Password
Optional but Recommended:
Email address
Emergency contact
Payment method (credit card or wallet)
Profile photo
A:
Open the app and allow location access
Enter your pickup location (or use current location)
Enter your destination
Review the estimated price and time
Select your preferred service (Taxi or Delivery)
Tap "Book Ride"
Wait for driver acceptance
Confirm when driver arrives
Enjoy your ride!
A: Sometimes the price may not display if:
You're in an area with low driver availability
Network connection is weak
GPS location is not accurate
Solution:
Check your location is correctly set
Refresh the app
Try again in a few moments
A: Average wait time is under 5 minutes in Baghdad. Factors affecting wait time:
Time of day (peak hours = longer waits)
Weather conditions
Traffic situation
Demand in your area
Driver availability
A: Currently, we only support immediate ride booking. You must request a ride when you're ready to travel.
Note: We're working on scheduled rides feature for future updates.
A: Yes! You can update your destination:
Tap the destination field during the ride
Enter a new address
Confirm the change
The price will be recalculated automatically
A:
First, check the map to confirm
Tap the driver's name to message them
Point out the navigation error politely
Driver should correct the route
If driver refuses to correct, you can:
End the ride and contact support
Report the incident
Request a refund
Contact support immediately: support@etihadtaxi.com
A: ✅ Accepted:
Credit/Debit Card (Visa, Mastercard)
Etihad Taxi Wallet
Mobile Money (Zain Cash, Asiacell)
Cash (pay driver in person)
❌ Not Accepted:
Checks
Bank transfers (for direct payment)
International cards sometimes have issues
A: Prices can change if:
Route distance was longer than estimated
Real-time traffic affected travel time
You changed your destination
Surge pricing during peak hours
If you disagree:
Check the ride details
Review the actual route taken
Contact support with proof
We can issue a refund if there's an error
Contact: support@etihadtaxi.com
A:
Open the app
Tap "Wallet" or "Balance"
Tap "Add Funds" or "Top Up"
Enter the amount you want to add
Choose payment method
Complete payment
Funds appear immediately
A: Yes! We use:
PCI-DSS Compliance - highest payment security standards
SSL Encryption - all data encrypted in transit
Tokenization - we don't store full card numbers
Secure servers - protected against fraud
Your payment data is safe with us. ✅
A: Yes!
Go to "Ride History"
Select the ride
Tap "Receipt" or "Invoice"
View, print, or download as PDF
Receipts are also emailed automatically to your registered email.
A:
After ride completes, you'll see rating screen
Choose 1-5 stars (5 stars = excellent)
Add optional comment (if desired)
Tap "Submit"
Important: Honest ratings help us maintain service quality.
A: Unfortunately, ratings cannot be changed once submitted.
However, if there's a serious issue:
Contact support with ride details
Explain what went wrong
We can investigate and take action
We cannot change the rating but can address driver behavior
A:
✅ Drivers see your overall rating (average of all ratings)
❌ Drivers do NOT see your name or individual ratings
✅ You remain anonymous
A: Yes, but cancellation policies apply:
Before Driver Accepts:
✅ FREE to cancel
No charge
Ride is canceled immediately
After Driver Accepts (En Route):
❌ Cannot cancel for free
Cancellation fee: 5,000 IQD (small fee to compensate driver)
Driver may report cancellation
During/After Pickup:
❌ Must complete the ride or pay cancellation fee
You're responsible for the fare
Only cancel in emergencies
A:
Go to "Ride History"
Select the problematic ride
Tap "Report Issue" or "Request Refund"
Select the reason:
Overcharged
Driver didn't show up
Route was wrong
Poor service
Other
Add details and supporting evidence
Submit
Processing: Within 3-5 business days
A: ✅ Automatic Refund (100%):
Driver never showed up (30+ minutes wait)
Driver canceled after accepting
Technical app malfunction
✅ Partial Refund (50-100%):
Significantly overcharged
Driver took very wrong route
Poor service (cleanliness, behavior)
Safety concerns
❌ No Refund:
You changed your mind (cancellation is available)
You requested detours
Traffic delays (not driver's fault)
Fare negotiation requests
A: We ensure safety through:
Driver Verification:
✅ All drivers verified with government ID
✅ Valid driving license checked
✅ Background checks performed
✅ Vehicle inspections required
Live Features:
✅ Real-time GPS tracking (you can share with family)
✅ Driver info and photo visible before ride
✅ Emergency button (call 911 directly)
✅ In-app messaging with driver
Accountability:
✅ All rides recorded (GPS, chat logs, payments)
✅ Driver rating system (we remove low-rated drivers)
✅ Incident reporting system
✅ 24/7 support team
A: The Emergency Button in your app:
One tap → Calls police (911) directly
Location shared with authorities
Ride details sent to police
Support notified automatically
Use only in real emergencies!
Location in App:
Bottom of ride screen during active ride
Red button with emergency icon
A:
Tap the Emergency Button immediately
This alerts police and support
Driver will be notified help is coming
Share your location with family/friend
If possible, get out at safe location
Police will respond
After Emergency:
Report to support: support@etihadtaxi.com
We'll investigate the incident
Appropriate action will be taken
You're protected and safe
A:
Contact support immediately: support@etihadtaxi.com
Include:
Ride date and time
Driver name
What you left behind
We'll contact the driver
If driver has it, arrangements will be made
Driver will contact you to return it
Reward: Please tip the driver for returning your item!
A:
On login screen, tap "Forgot Password?"
Enter your phone number
Receive verification code via SMS
Enter the code
Create a new password
Login with new password
Note: You'll receive the code on your registered phone number.
A:
Go to "Profile Settings"
Tap "Phone Number"
Enter your new phone number
Verify with code sent to new number
Confirm the change
Important: This will be your new login number.
A:
Go to "Settings"
Tap "Account" → "Delete Account"
Enter your password to confirm
Reason for deletion (optional)
Tap "Permanently Delete"
Account deleted within 24 hours
What happens:
✅ Account and data removed
✅ Payment methods deleted
✅ Ride history anonymized
❌ Cannot be recovered after 24 hours
A: Try these fixes:
Restart the app - Close completely and reopen
Clear cache - Settings → Apps → Etihad Taxi → Storage → Clear Cache
Update app - Check App Store for updates
Restart phone - Turn off and back on
Reinstall app - Uninstall and download fresh
If still having issues:
Contact support with error details
Screenshot or record the error
We'll help resolve it
A:
Enable Location Services:
iPhone: Settings → Privacy → Location Services → Turn On
Android: Settings → Apps → Permissions → Location → Allow
Allow App Access:
iPhone: Settings → Etihad Taxi → Location → Always
Android: Settings → Apps → Etihad Taxi → Permissions → Location
Check GPS Signal:
Make sure you're outdoors
Away from tall buildings
Signal takes 30 seconds to connect
Restart App - Close and reopen
A:
Check your phone number is correct
Check SMS isn't blocked
Wait 60 seconds (sometimes delayed)
Request another code
Check spam folder
Ensure you have mobile signal
If still not working:
Contact support: support@etihadtaxi.com
We can help manually verify
A:
Check internet connection (WiFi or data)
Try turning off and on airplane mode
Close and reopen the app
Update the app to latest version
Clear app cache
If map still won't load, contact support.
A: Step 1: Download & Register
Download "تطبيق السائقين - Etihad Taxi"
Tap "Become a Driver"
Enter phone number
Receive verification code
Create account
Step 2: Complete Profile
Full name
Email address
National ID number and photo
Driver's license (photo and number)
Phone number (already have)
Bank account for payments
Step 3: Provide Documents
National ID (photo)
Driver's license (photo)
Vehicle registration
Vehicle photos (front, back, sides)
Proof of insurance
Background check consent
Step 4: Vehicle Inspection
We verify vehicle details
Check vehicle registration
Confirm insurance coverage
Check vehicle age (2015 or newer)
Step 5: Approval
Background check completed (24-48 hours)
Receive approval notification
Start accepting ride requests!
Total time: Usually 2-3 days from application to first ride
A: Age & ID:
✅ Must be 21+ years old
✅ Valid national ID
✅ Valid driver's license (minimum 1 year of driving)
Vehicle:
✅ 2015 or newer model
✅ Valid registration documents
✅ Current insurance coverage
✅ Passed government vehicle inspection
✅ Clean condition (interior and exterior)
Background:
✅ No serious criminal record
✅ No major traffic violations
✅ No fraudulent activity
A: ✅ FREE to register and apply
❌ We DO NOT charge:
Application fees
Verification fees
Commission fees upfront
Training fees
You earn: 70-80% of ride fare (company takes 20-30%)
A:
Accept ride requests - Tap to accept
Pick up passenger - Drive to pickup location
Complete ride - Drive to destination
Get paid - Earn fare immediately
Earning Structure:
Typical fare: 5,000 - 20,000 IQD per ride
Your earnings: 70-80% of fare
Etihad Taxi: 20-30% commission
Bonus: Extra earnings for perfect ratings
A: Payment Options:
Daily Withdrawal - Withdraw daily to bank account
Weekly Payment - Automatic every Friday
Manual Request - Request payout anytime (fee may apply)
Processing Time:
Same day withdrawals: 2-4 hours
Weekly automatic: Next business day
Minimum balance to withdraw: 50,000 IQD
Payment Method:
Direct to your registered bank account
Via ATM withdrawal
Via wallet top-up
A: Earnings depend on:
Number of rides - More rides = more earnings
Trip distance - Longer trips = higher fare
Peak hours - Lunch & evening = higher demand
Your rating - Low ratings reduce requests
Cancellations - Accepted then canceled = no pay
Commissions - Etihad takes 20-30%
Tips to earn more: ✅ Work during peak hours (8-10 AM, 12-2 PM, 5-9 PM) ✅ Maintain high rating (5 stars) ✅ Complete rides quickly ✅ Keep vehicle clean ✅ Be professional with passengers ✅ Work more hours
A: Yes, you're responsible for:
Income tax on your earnings
Vehicle registration renewal
Insurance premiums
Vehicle maintenance
What we provide:
✅ Monthly earning statements
✅ Annual tax report form
✅ Payment records for tax filing
Consult with: A tax professional or accountant for your specific obligations
A:
Be online and available
Notification appears: "New ride request"
See passenger pickup location and destination
See estimated fare amount
Tap "Accept" to confirm
Navigate to pickup location
Arrive and pickup passenger
Complete the ride
A:
You have 10-15 seconds to cancel after accepting
Tap "Cancel" button
Select reason (traffic, wrong location, etc.)
Cancel is free if done immediately
If you accept then wait → cancellation charge applies
Important: Multiple cancellations hurt your rating!
A:
✅ You can decline before accepting (no penalty)
❌ You cannot cancel frequently (will be deactivated)
⚠️ System tracks cancellation rate
Frequent cancellations:
After 3+ cancellations per day → warning
After 5+ cancellations per day → temporary deactivation
After 10+ cancellations → account review/termination
A:
Ride details show pickup address
Tap "Start Navigation"
Google Maps (or Apple Maps) opens
Follow directions to passenger
Arrive at pickup location
Text or call passenger (optional)
Confirm arrival
Tips:
Use navigation app for accuracy
Arrive at exact location (not general area)
Call passenger if location unclear
A:
Call the passenger using in-app phone
Message the passenger using in-app chat
Wait 5 minutes - they may be running late
After 5 minutes, you can cancel:
Tap "Cancel - No Show"
You get paid cancellation fee (1,000-2,000 IQD)
Passenger charged full cancellation fee
Important: Be professional and patient with passengers!
A:
Call them - Try calling multiple times
Message them - Use in-app chat
Wait 5 minutes - They may be running late
Cancel the ride:
Tap "Passenger No-Show"
You get compensated
Passenger charged full no-show fee
You're free to accept next ride
A: ❌ No, you cannot end a ride early.
Once you pick up a passenger:
You must drive to destination
If passenger wants to change destination, you can update
If emergency, contact support: drivers@etihadtaxi.com
A: Your rating is the average of all passenger ratings:
Each ride: passenger rates you 1-5 stars
Your overall rating = average of all ratings
Example: 50 rides, total 240 stars = 4.8 rating
Formula:
Your Rating = (Sum of all ratings) / (Total rides)
A: Rating Levels:
✅ 4.8-5.0 - Excellent (Preferred driver) ✅ 4.5-4.7 - Very Good (Normal) ⚠️ 4.0-4.4 - Fair (Need improvement) ❌ Below 4.0 - Poor (Risk of deactivation)
Consequences of Low Rating:
Below 4.2 → Warning message
Below 4.0 → Fewer ride requests
Below 3.8 → Account under review
Below 3.5 → Possible deactivation
A: ✅ Do's:
Be professional and friendly
Arrive on time
Keep vehicle clean
Follow traffic laws
Use safe driving practices
Communicate clearly
Handle payments correctly
❌ Don'ts:
Don't be rude or aggressive
Don't take detours without asking
Don't smoke in vehicle
Don't cancel rides frequently
Don't drive recklessly
Don't overcharge passengers
Don't use phone while driving
A:
✅ You see your overall rating
✅ You see number of 5, 4, 3, 2, 1 star ratings
❌ You do NOT see individual passenger comments
❌ Comments remain anonymous
To improve: Look at rating distribution - see where you're losing points and improve those areas.
A: Age:
Minimum 2015 model year
Maximum age: ~10 years old (reviewed case-by-case)
Condition:
Clean interior and exterior
Working air conditioning
Working heater
Clean seats (no torn fabric)
Functional windows
No major damage
Documents:
✅ Valid registration
✅ Current insurance (comprehensive)
✅ Vehicle inspection certificate
✅ Proof of ownership
Fuel/Maintenance:
Keep gas tank full
Regular maintenance
Clean regularly
Check before each shift
A:
Initial inspection: Before approval
Annual renewal: Once per year
Random checks: Etihad may request photos
After accident: If reported in app
A: ❌ Cannot drive with expired insurance
What to do:
Renew your insurance immediately
Upload proof of renewal to app
Go back online after proof is verified
Account will be reactivated
Penalty: Account suspended until insurance renewed
A: ✅ MUST DO:
Follow all traffic laws
Use seatbelt at all times
Drive under speed limit
Take most direct route
Be professional with passengers
Keep vehicle clean
❌ MUST NOT:
Drive while impaired
Use phone while driving (only hands-free)
Smoke in vehicle
Pick up unauthorized passengers
Overcharge passengers
Drive with suspended license
Use vehicle for personal use
A: Immediately:
Check if anyone is hurt
Call emergency (911) if needed
Don't admit fault to other driver
Get other driver's details (name, phone, plate)
Take photos of damage
Report to Etihad:
Open app and tap "Report Incident"
Select "Accident"
Upload photos and details
Provide police report number
Contact support: drivers@etihadtaxi.com
Insurance:
Etihad Taxi insurance covers work-related accidents
Personal insurance covers personal use
Consult your insurance company
A:
Stay calm - Don't escalate
End the ride if unsafe - Tap "End Ride"
Get to safe location - Police station or busy area
Report to support:
drivers@etihadtaxi.com
In-app report with details
Document incident - Date, time, passenger name
We may deactivate problematic passengers
A:
Go to "Profile Settings"
Tap "Payment Account"
Add new bank account
Remove old account
Confirm changes
Note: Bank changes take effect next payment cycle.
A:
Go to "Vehicle Details"
Update registration or license plate
Upload new documents if required
Confirm changes
May require re-verification
A:
Go to "Account Settings"
Tap "Go Offline" or "Pause"
You won't receive ride requests
Come back anytime to restart
Restarting:
Tap "Go Online"
Confirm availability
Start accepting rides again
No penalty for breaks!
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Solutions:
Force close the app
Restart your phone
Update app in store
Reinstall if needed
Contact: support@etihadtaxi.com
Solutions:
Check internet connection
Verify phone number is correct
Try "Forgot Password"
Clear app cache
Reinstall app
Contact support if still stuck
Solutions:
Check card has sufficient balance
Ensure card isn't expired
Try different payment method
Contact your bank if card is blocked
Use wallet or cash instead
Contact support for refund
Solutions:
Call driver in app
Check tracking location
Wait up to 15 minutes
Cancel if no arrival
Get compensation
Rate driver poorly
Report incident
Contact support immediately:
support@etihadtaxi.com
Include ride details
We'll investigate and charge your account
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Email: support@etihadtaxi.com
Phone: +964-775-222-2402
In-App Chat: Tap "Help" → "Contact Support"
Response Time: Within 4-8 hours
Email: drivers@etihadtaxi.com
Phone: +964-775-222-2402
In-App Chat: Tap "Driver Support"
Response Time: Within 2-4 hours (priority)
Email: info@etihadtaxi.com
Website: www.etihadtaxi.com (coming soon)
Social Media:
Facebook: facebook.com/etihadtaxi
Instagram: @etihadtaxi
Twitter: @etihadtaxi_iq
Police Emergency: 911
In-App Emergency Button: Available during rides
Email: business@etihadtaxi.com
Corporate Support: Available for bulk bookings
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✅ Credit/Debit Card (Visa, Mastercard) ✅ Wallet Balance ✅ Mobile Money (Zain Cash, Asiacell) ✅ Cash to Driver ❌ Bank Transfers (not supported)
Check internet connection
Verify card details are correct
Ensure sufficient balance
Check card isn't expired
Try a different payment method
Contact your bank if card declined
Email: support@etihadtaxi.com
Check status in "Ride History"
Tap ride → "Refund Status"
Refunds process in 3-5 business days
Automatically credited to original payment method
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Emergency Button: Available in-app during rides
Share Location: Share ride with family/friends
Driver Info: See photo and name before pickup
Rating System: Only use highly-rated drivers
Verification: All drivers background checked
Encryption: All data encrypted with SSL
Secure Storage: Secure servers with backup
PCI Compliance: Payment data protected
Privacy Policy: Full transparency on data use
GDPR Ready: Compliant with data protection laws
❌ Don't share your password ❌ Don't download unofficial apps ❌ Don't click suspicious links ❌ Don't provide payment info to drivers ❌ Don't ride alone in unsafe areas ❌ Don't fall asleep in vehicle
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Discrimination or harassment
Violent or threatening behavior
Fraud or dishonesty
Illegal activity
Sexual misconduct
Drug or alcohol use
Violence or weapons
Violation Result: Account termination and possible legal action
Can't find your answer? No problem!
Email us: support@etihadtaxi.com
Call us: +964-775-222-2402
In-app support: Tap "Help" → "Contact Us"
Live chat: Available during business hours
We're here to help! 😊
Last Updated: May 16, 2026 Version: 1.0 Supported Languages: Arabic, English
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