Support
Contact CitiGo, and what to do when something has gone wrong.
CitiGo is not an emergency service
If someone is in danger, seriously unwell, or a crime is happening, contact your local emergency number immediately. CitiGo cannot dispatch police, an ambulance or a fire service, and support is not monitored continuously.
Contact support
Email support@citigo.io. It is read by CitiGo support during the hours below for your country.
If you have a request open, include its reference number. It looks like
CG-XXXX-XXXX and appears on the request in Activity, and in the confirmation you
were shown when you sent it. With the reference, support can see the request, its current
status and its response date without asking you to describe it again.
If you do not have a reference, say which service and which country, and roughly when.
Support hours by country
Hours are local to each market. Outside them, email still arrives and is answered when support opens.
| Country | Currency | Support hours |
|---|---|---|
| Nigeria | NGN | Mon–Sun, 07:00–22:00 WAT |
| Ghana | GHS | Mon–Sun, 07:00–22:00 GMT |
| Kenya | KES | Mon–Sun, 07:00–22:00 EAT |
| South Africa | ZAR | Mon–Sun, 07:00–22:00 SAST |
| United Kingdom | GBP | Mon–Sun, 07:00–22:00 GMT |
| United Arab Emirates | AED | Sun–Sat, 08:00–23:00 GST |
| Canada | CAD | Mon–Sun, 07:00–22:00 ET |
| United States | USD | Mon–Sun, 07:00–22:00 ET |
Cancelling, escalating and disputing a request
Cancelling. Open the request in Activity and use the cancel action. What cancellation means depends on the service and how far it has progressed — the request tells you before you confirm. Cancelling something already cancelled is not an error and changes nothing.
Escalating. If a reply has not resolved it, say so in the same email thread and ask for it to be escalated. It moves to a senior member of support rather than starting again with somebody new.
Disputing. If you disagree with an outcome or a charge, email support@citigo.io with the reference and what you think is wrong. A dispute is recorded against the request and handled through CitiGo's dispute process, not through the person who answered first.
Payment problems
If a payment is showing as unconfirmed, do not pay again. CitiGo will tell you it could not confirm a payment rather than telling you it failed, because the two are different: a payment that has not been confirmed may still have been taken. Paying a second time is the one action that turns an uncertain situation into a definite double charge.
Wait, then check the request in Activity. If it is still unresolved after a few minutes, email support@citigo.io with the reference and we will tell you what actually happened from the payment record rather than from the app.
CitiGo never asks for your card number, PIN, CVV or bank credentials — not by email, not by phone, and not in the app. Card details are entered on the payment provider's own screen and CitiGo does not receive them. Treat anyone asking for them as fraudulent.
For a refund, use the dispute route above. Whether a refund is due depends on the service and its terms, which are shown before you book.
Account access and a lost device
Lost or stolen device. Sign in on another device, open Account, then Security, and use Sign out everywhere. That ends every session including the one on the missing device. If you cannot sign in anywhere, email support@citigo.io from the address on your account and ask for your sessions to be ended.
Your CitiGo session is held in the device's own secure keystore and is bound to that device, so it cannot be restored onto a different handset from a backup.
Cannot sign in. Sign-in is handled by CitiGo's identity provider. If a code or prompt does not arrive, check the device you enrolled for sign-in confirmation. CitiGo support cannot read, reset or bypass your sign-in factors — that is deliberate, and it is what stops somebody talking support into letting them into your account.
Privacy and your data
To ask what CitiGo holds about you, correct it, export it, object to a use of it, withdraw a consent or close your account, email support@citigo.io, or use the equivalent controls in Account under Privacy.
Withdrawing a consent takes effect on CitiGo's platform and is confirmed to you once the erasure it requires has actually completed — not when the request is received.
What is collected and why is set out in the privacy policy.
Accessibility support
CitiGo targets WCAG 2.2 AA. The app supports screen readers, larger text sizes, reduced motion and the system's own accessibility settings, and every action available on a map is also available as a list control.
Accessibility preferences set on your account — step-free journeys, assistance on arrival, communication preferences — are applied to every request rather than re-entered each time.
If something is unusable, email support@citigo.io with what you were trying to do and the assistive technology you were using. Accessibility faults are treated as faults, not as feature requests, and you will be told when it is fixed. See also accessibility.
Reporting safety, fraud or a security issue
Report unsafe conduct by a driver, courier, clinician or tradesperson to support@citigo.io with the reference. Serious reports are escalated immediately and are not handled in the ordinary queue.
Report suspected fraud or account takeover to the same address, marked urgent.
Report a security vulnerability to support@citigo.io. Please give us a reasonable period to fix it before disclosing it publicly.