Getting help
Thuma Express Holdings, Inc.
Support lives in the app, because the app is the only place that knows which trip, which parcel or which payment you mean. Everything below says where to start and what to do when that is not enough.
If you are in danger
On a live trip, use the SOS button on the trip screen. It raises an alarm with our team, sends your location, and tells your trusted contacts. It does not replace the emergency services: call them first if you need them, and the app shows the number for the country you are in. What we have built for safety sets out the rest — what SOS does and does not do, which call carries your number, and how to report or block somebody.
Start in the app
- Menu → Help. The assistant answers day and night and can look up your own trips, parcels and payments. It is not a marketing chatbot — if it does not know, it says so and opens a ticket.
- From the thing itself. A trip, an order, a payment and a claim each have their own "Get help" route, so the ticket arrives already attached to the record. That is faster than describing it to us.
- Chat with your driver while a trip is running. Most "where is it" questions are answered there in seconds.
If the app cannot resolve it
- Email support@thumaexpress.com. A person reads it. Include the reference from your receipt or tracking message — it is the fastest way for us to find the record.
- Call or WhatsApp +1 (302) 272-5696. The same number takes both.
Money, wallets and payouts
ThumaPay has its own support desk, because a payment question needs the wallet's own records: thumapay.com/help. Freeze your wallet in the app first if you think somebody else has reached it, then contact them — do not wait for an email.
We will never ask for your PIN
Nobody from Thuma Express, ThumaPay or a driver will ever ask you for your PIN, your one-time code, or your password — not by phone, not in chat, not by email. If somebody does, they are not us. Report it to support@thumaexpress.com.
Your account and your data
- Delete your account and your data — what happens, what we must keep, and how long.
- Privacy questions: privacy@thumaexpress.com, and the privacy notice.
- An accessibility barrier: our accessibility statement says what we have built and what we have not.
Is it us, or is it you?
status.thumaexpress.com measures the live system rather than describing it, and you can ask it to tell you when something breaks. If it is green and you are still stuck, it is worth writing to us.
The rules we work to
The terms of service say what we owe you and what we do not, including the windows for claiming on a delivery. They are the document we answer from, so they are worth reading before a dispute rather than during one.