Hi, how can we help?

This means drivers can call you directly through the app, and they will no longer use normal phone calls or have visibility of your phone number.

Here’s what you need to know:

How the In-App Call Works

1. After Order Delivered/Returned:

• The call button and functionality will disappear 1 hour after your order is delivered or returned.

• If the driver tries to call after this period, they will see a notification:“Voice call is not available now.”

2. After Order Cancelled:

• The call button and functionality will disappear immediately.

Conditions for the In-App Call to Work
For the in-app call to function smoothly, the following conditions must be met:

1. Driver Eligibility:

• The driver must be whitelisted or operating within a whitelisted service area.

2. Updated App Versions:

• Both you and the driver must have the minimum app versions:

• Driver App:

• Android: 7.20.0

• iOS: 7.21.0

• Buyer App: 3.28 for both Android & iOS.

3. Good Network Connection:

• Both parties must have a stable internet connection.

4. Driver Availability:

• If the driver is on another call, they will not be able to receive or initiate your call. A message will appear:

• “The user you have contacted is busy now, please try it again later.”

Why This Change?
This update ensures that your phone number remains private, protecting your personal information while still allowing effective communication with the driver. Drivers can now only call you via the app, providing a secure and seamless experience.

What You Need to Do:

1. Make sure your app is updated to the latest version to enjoy the in-app call functionality.

2. Ensure your mobile number is updated and active as well on your Shopee account.

3. Grant microphone permissions in your phone settings to enable voice calls through the app.

If you encounter any issues or have questions, feel free to contact us.

This feature is designed with your safety, privacy, and convenience in mind—making every delivery experience even better. 😊