While we work to minimise the chances of it happening, in the event a major technical issue affects all couriers, such as a sustained app-crash, we understand that some or all of the slot validation criteria can be affected.
After an incident investigation, we will automatically validate certain criteria (eg Acceptance or Connection) or Minimum Guarantee entirely, depending on the app issues experienced. If you receive an email like the below, you DO NOT need to submit a slot validation request as your slot will be automatically validated. You can disregard any invalidation SMS you receive for that slot for the criteria affected!
📩 Automatic validation email:
🚨 If a major app outage occurs, you can expect to receive in-app messages like these:
✅ Once the issue is resolved you can expect to receive this in-app message:
💡 If you still did not receive top-up on a slot and you think that is incorrect, please reply to your weekly payment statement with details of the issue!