Get in touch
Email · primary
support@nubly.ai
For most questions — bugs, account issues, feedback, payment questions, account deletion. Typical response time: within one business day.
Send email →Privacy + data
privacy@nubly.ai
For privacy-specific questions, data access requests, deletion requests, or anything covered by our Privacy Policy.
Send email →Common questions
Quick answers below; the full FAQ has more.
How do I cancel a trip?
Tap End/Abort at the top of the screen — available to both riders and drivers, at any point, even after you're matched. It walks you through cancelling the trip, or aborting for a safety or other reason; everyone in the trip is notified.
Why is my driver shown but not moving?
Most often the driver is briefly off-route (parking, traffic light) — the location updates resume in seconds. If the driver hasn't moved in 5+ minutes after accepting, the app revokes the match and re-queues your request automatically; you can also tap End/Abort to cancel right away.
How do I delete my account?
The quickest way is in the app: Account → Support → Delete account. You can also email support@nubly.ai from the address on your account. Either way we'll cascade-delete your data across user, trip, payment, and audit services within seven days, with a confirmation email when complete. Trip records linked to other users' history are anonymized rather than fully deleted, so the counterparty's record stays intact. The full detail is on the account deletion page.
I had a safety concern during a trip
If it's an emergency in progress, dial 911 first — always. After the immediate situation is safe, email support@nubly.ai with the trip ID (visible in Trip History) and what happened. We review every safety report personally; serious findings result in account suspension pending investigation. For more on how we keep trips safe, see the Safety and Security page.
I think I was charged incorrectly
Open the trip in your Trip History; the receipt page shows the full breakdown — operating cost, your share, tolls, processor fee, total. If something looks off, email support@nubly.ai with the trip ID and what you expected vs. what you saw. We can issue refunds when the discrepancy is platform-error; rider/driver disputes go through our ratings + feedback channels.
Found a bug?
Email support@nubly.ai with: what you did, what you expected, what happened, a screenshot if possible, and the time it occurred (so we can correlate with our logs). Don't worry about being technical — describe it in plain language.
Suggestions, ideas, friendly notes
The pilot is shaped by what our community tells us matters. Email support@nubly.ai with anything — a feature you'd like, a routing pattern that doesn't work for your commute, someone who'd want to join, an honest "this isn't for me." We read everything.
Press, partnerships, business
Press inquiries: press@nubly.ai. Everything else: support@nubly.ai — we'll route it to the right place.