Frequently Asked Questions

I can't sign in or request a ride

If you see any of the error messages below in your app, you won’t be able to request a ride until you update your payment method:

– “Request Failed: Card Declined”
– “Your payment method is invalid. Please update your billing information”
– “There was an error processing your request”

Update or add a new payment method in the “Wallet” section of the app menu if your payment method was declined for one of the reasons below:

– Card number entered is incorrect
– Credit or debit card has expired
– Insufficient funds in the account

HOW TO CLEAR AN OUTSTANDING AMOUNT

You may need to contact your bank in the following situations:

– You’re traveling abroad and haven’t authorized international transactions
– The bank rejected the charge from WhiteGlove based on fraud
– You’ve exceeded the withdrawal limit on your account
– You’ve reported your card as lost or stolen

If none of the solutions or issues apply, contact support@whiteglovelux.com.

There can be several reasons you’re unable to request a ride. Below are some common issues and how to resolve them.

OUTSTANDING PAYMENT

You may owe us an outstanding payment. Follow the prompts in the app to clear an outstanding payment. 

DECLINED PAYMENT

Follow the prompts in the app to update your payment method.

NO DRIVERS AVAILABLE

Please wait a few minutes and try requesting a ride again.

UNCONFIRMED EMAIL OR PHONE NUMBER

Check for verification messages from WhiteGlove. If you don’t have any, you may need to update your account information.

If you still can’t request a ride, contact support@whiteglovelux.com.

Some features of 2-step verification are opt-in to protect your account. From time to time, we’ll still ask you to verify your phone number for account security purposes.

During the sign in process, you can receive a verification code via text message or phone call:
– On the screen where you would enter your verification code, tap “I didn’t receive a code”
– Select “Resend code via SMS” or “Call me with Code”
– Enter the 4-digit code
– Enter your password to finish signing in

It’s also possible that your mobile carrier may be blocking the verification code text message. Please contact your mobile provider to confirm that short code SMS is enabled for your mobile account.

If you aren’t getting a verification code, please contact support@whiteglovelux.com

I can’t sign in to my account

If you’ve opted into additional security measures in the app, you can use your backup codes or a security app when signing in.

If you’re seeing an outstanding balance on your account, it could be because a transaction from your payment method was unsuccessful. This can happen when a payment method has insufficient funds or a technical issue caused a transaction to fail.

When an unsuccessful transaction occurs, you may be unable to request, schedule a ride or tip your driver.

You can clear this outstanding amount directly from the WhiteGlove app. Before requesting your next ride, the app will give you a prompt to choose a payment method for the charge and pay the balance. If your payment method is declined, you’ll need to update it or select a different one.

UPDATING A PAYMENT METHOD

If you’ve already attempted to do this in your app and are still unable to clear the outstanding balance, contact support@whiteglovelux.com.

If you forgot your password, the fastest way to reset it is by selecting “Request a link to reset your password” below.

After entering the email address associated with your account, you’ll receive an email from us containing a password reset link. This link will expire after 10 minutes. If you do not open it in time, you’ll need to request again to receive a new link.

It’s a good practice to create a unique password for WhiteGlove. Be careful not to share your password in emails or other communication.

When requesting to reset your password, you’ll immediately receive an email from us at the address shared. This email contains a password reset link, which will expire after 10 minutes.

If the link expired or if you never received one, please attempt this process again by selecting “Request a link to reset your password below.

You’ll want to make sure you’re entering the email address correctly and checking any spam or bulk mail folders on the account.

If the reset password link isn’t working and you’re unable to access the account, please share details with us in the form below.

If you’re unable to sign into an existing account because you no longer have access to either the phone number or email address associated with the account, contact support@whiteglovelux.com.

This information is required to ensure the security of your account.

WhiteGlove may ask for a screenshot of your phone number to verify device ownership. Follow the steps below that are applicable to your device.

To do this for iOS:
1. Open Settings on the device.
2. Scroll down and select Phone.
3. Take a screenshot that captures the number listed next to My Number.
4. The picture will be saved with the rest of your images in the Photos app on your device.


For Android (The location may vary depending on your version of the Android OS. For many versions, you can use the following steps):
1. Open “Settings.”
2. Scroll down and select “About phone” or “About device.” (Some versions of Android display the phone number on this screen. If not, select Phone identity or Status then SIM status).
3. Take a screenshot of your number by pressing the Power button and Volume down key at the same time

If you’re receiving emails from WhiteGlove that are meant for someone else, let us know here.

Changing my account settings

To update your name, email, phone number, or password for your WhiteGlove rider account:

1. Open the app menu and tap “Settings”
2. Tap the bar that displays your name, phone number, and email
3. Tap the detail you want to change and enter the updated information
4. Make your updates and click “Save”

CONFIRMING ACCOUNT CHANGES

We use verification codes to help ensure you’re the one making changes to your account. Here’s what to expect based on the details you change:

– Phone number: you’ll receive a verification code via text message. Enter the code in your app to confirm the change.

– Email: we’ll email you a verification code to your new address. Enter the code in your app to confirm the change. We’ll also send a notification email to your old email address. If you don’t receive an email, check your spam or junk folders and the spelling on your email address before requesting another code. If you’re still not receiving the verification code, tap “Help”

– Password: you’ll be prompted to enter your current password in the app. Passwords must be at least 5 characters long.

Forgot password?

To change or add a profile picture, see this article:

Change rider profile picture

 When you attempt to update your phone number in the WhiteGlove app, you should receive a verification code via text message. Enter this code in your app to confirm the change.

Additionally, you may experience difficulty updating your email or phone number if you have more than one account. We recommend that users only have one WhiteGlove account.

If you haven’t already, contact support@whiteglovelux.com.

UPDATE PERSONAL INFORMATION

If you received an error when attempting to edit your account, share additional details with us in the boxes below. This information is required to ensure the security of your account.

Turn on 2-step verification to add an extra layer of security to your account. When 2-step verification is on, you must enter a verification code along with your password every time you sign in to your WhiteGlove account.

There are 2 ways to get verification codes:

1. Though text messages from WhiteGlove. This requires you to have a phone number on your account.
2. Download a security app to generate the codes. You do not need a phone number on your account for this option.

If you’re not able to add a phone number in your account settings, support@whiteglovelux.com.

I can’t update my phone number

Even if you don’t turn on 2-step verification, WhiteGlove may sometimes require it to better protect your account. For example, if you request a copy of your data or wish to delete your account, WhiteGlove will ask for a second piece of information to verify your identity.

TURN ON 2-STEP VERIFICATION

1. Open your User app and tap the menu icon at the top left corner
2. Select “Settings,” then “Security”
3. Tap “2-step verification,” then “Set up now”
4. Follow the remaining steps in the app

TURN OFF 2-STEP VERIFICATION

Repeat the steps above, but when you get to the “2-step verification” screen, tap “Turn off.”

WHICH OPTION SHOULD I USE TO GET VERIFICATION CODES?

Text message:

WhiteGlove will send a verification code in a text message to the phone number used to set up 2-step verification. Standard messaging and data rates will apply.

Keep in mind, you may not be able to receive text messages if you’re traveling or don’t have cell service

Security app:

Your verification codes are generated by the security app, so you’re not required to have a phone number attached to your account.

These apps work offline, so this is a good option if you travel frequently or request rides from different devices than your mobile phone.

WHAT ARE BACKUP CODES?

Backup codes can be used to sign in to your account if you aren’t getting verification codes.

We encourage you to save and store your backup codes in a safe place after setting up 2-step verification. If you lose your phone and need to access your account, these codes will help you sign in to your WhiteGlove account.

SIGN IN WITH A BACKUP CODE

1. On the screen where you enter the verification code, tap “I’m having trouble”
2. Select “Use backup code” and enter one of your saved backup codes

Backup codes can only be used once. If you use all of your codes and can’t sign in to get new codes, you can contact support through the link below.

I can’t sign into my account

For more help with 2-step verification, contact support@whiteglovelux.com.

After each trip, riders and drivers have the opportunity to rate one another from 1 to 5 stars, based on their trip experience.

A driver or rider’s overall rating is displayed as an average. For example, a highly-rated rider might have 4.9 stars.

Ratings are anonymous. Neither riders nor drivers see individual ratings tied to a particular trip or person. Candid, constructive, and respectful feedback is beneficial for everyone.

Providing a rating fosters mutual respect between riders and drivers. This strengthens our community and help everyone get the most from WhiteGlove. We appreciate your participation.

BE A 5 STAR RIDER
Drivers frequently consider these 3 areas when rating a rider:

1. Short wait times – Be ready to go when they arrive at the pickup location. Be sure the location you entered is actually where you’ll be.
2. Courtesy – Treat drivers and their cars the way they’d expect to be treated themselves.
3. Safety – Drivers want to make sure everyone in their car is safe, and shouldn’t feel pressured to break any laws.

After each trip, riders and drivers are given the opportunity to rate one another based on their trip experience.

The rating system works to make sure that the most respectful riders and drivers are using WhiteGlove. Ratings are always reported as averages, and neither riders nor drivers will see the individual rating left for a particular trip.

To see your rating:
1. Open the app and touch the menu
2. Your rating is the number displayed under your name


You need to take 5 trips before you’ll have a rider rating. If you don’t see a rating, it is probably because you haven’t taken enough trips.

you aren’t receiving ride receipts or emails from WhiteGlove, first check your spam or junk folders. Make sure to mark emails from WhiteGlove as “not junk” so you receive them in the future.

If you can’t find WhiteGlove emails, try updating your email in the app:

1. Open your WhiteGlove app menu and tap “Settings”
2. Tap your name at the top of the menu
3. Select your email to update it (if necessary)
4. Tap “Save”


You can also view trip receipts in the app or on the web:


In-app:
Open the WhiteGlove App menu and tap “Your Rides.”
Select the desired trip.
On the right side of your screen, underneath the amount paid, tap “Receipt.”
 

Click on “View Receipt” or “Resend Receipt.”
If you clicked on “View Receipt,” from there you’ll be able to print your receipt, download it as a PDF or resend it by email.
support@whiteglovelux.com:

When you see the information for your most recent trip request, use the drop-down menu to select a specific trip.
Once the appropriate trip is selected, click on “Receipt” to view.

Downloading a PDF through email:
At the bottom of your emailed receipt in the left-hand corner, click on “Download PDF.”

To manage your email, SMS, or push notifications from WhiteGlove, visit the page below for instructions. You’ll find steps for updating SMS and push notifications at the bottom of the page.

Manage notification preferences

Unsubscribe from WhiteGlove emails

NOTE: You can’t unsubscribe from transactional messages, including trip receipts and support responses.

ISSUES RECEIVING SMS MESSAGES
If you’re having issues receiving SMS messages, make sure:
– You’re in an area with good cell reception.
– Your phone number is entered correctly in the Whiteglove app.
– You’re subscribed to SMS notifications from WhiteGlove. To subscribe, follow the steps in the “Manage notification preferences” link above.

If you’re still having issues receiving SMS messages or resubscribing to WhiteGlove notifications, fill out the form below and we’ll be in touch to help.

We ask that you give us some additional info so we can confirm your identity. This helps us keep your account secure.

WhiteGlove may retain this information, and other elements of this interaction, in accordance with our Privacy Notice and Terms of Use.

Privacy Notice

Terms of Use

To edit a ride profile:

1. Open your WhiteGlove app and tap the menu icon at the top left
2. Select “Wallet” and scroll down to “Ride Profiles”
3. Tap the profile you’d like to update, then tap the item you wish to edit

On business profiles that you created, you can edit the:

– Profile name
– Associated email
– Default payment method
– Travel report frequency
– Expense provider

NOTE: On business profiles managed by your company, you can only edit the default payment method or travel report frequency. All other changes must be made by the account administrator.

To add or update a payment method, follow the instructions in the article below.

Adding and selecting a preferred payment method will allow you to request a ride. You can add payment methods including credit and debit cards.  When a ride ends, your selected payment method is charged.

During a ride, use your app to check that your preferred payment method is selected. Swipe up from the bottom of the app and tap your desired payment method before the trip ends.

ADD A PAYMENT METHOD
1. Select “Wallet” from your app menu.
2. Tap “Add Payment Method”.
3. Add a payment method by manually entering the card info, scanning a card, or adding an alternative payment type.

SCAN A CREDIT OR DEBIT CARD
1. To scan a card, tap the camera icon. Your phone may ask permission for the Uber app to use the camera.
2. Center your card in your phone’s screen so that all 4 corners flash green. Cards with embossed letters and numbers are typically easiest to scan.
3. Enter the card’s expiration date, CVV number, and billing ZIP or postal code.
4. Tap SAVE.

MANUALLY ADD A CREDIT OR DEBIT CARD
1. Enter your card number.
2. Enter the expiration date, CVV number, and billing ZIP or postal code.
3. Tap SAVE.

UPDATE CARD INFO
You can edit a debit or credit card’s expiration date, CVV number, and billing zip or postal code. If you have an WhiteGlove for Business profile, you can also change the profile your card is associated with by selecting Settings from your menu. Select Profiles to get started.

1. Select “Payment” from your app menu.
2. Select the payment option you’d like to update.
3. Tap the three dot icon, then tap edit.
4. Make changes, then tap “SAVE” when you’re done.

While a debit or credit card number can’t be edited, a card can be removed from your account and then added again as a new payment method. Read on to learn how.

DELETE A PAYMENT METHOD
Your account must have at least one payment method at all times. If you wish to delete your only payment method, you’ll need to add a new one first.
1. Select “Payment” from your menu.
2. Select the card you’d like to delete.
3. Tap the three dot icon in the upper right corner.
4. Tap DELETE, then confirm.

To change or add a profile picture, tap your photo or the blank circle in the menu section of your app.

IF YOU HAVE A DRIVER ACCOUNT
Riders with an WhiteGlove driver-partner account must go through their driver app to change their profile photo. This applies if you ever created a driver account, even if it was never activated.

Your profile photo must be approved before it appears on your account. The approval typically takes 2 hours. Once approved, your photo updates on both your rider and driver accounts.

Payment options

Adding and selecting a preferred payment method will allow you to request a ride. You can add payment methods including credit and debit cards. When a ride ends, your selected payment method is charged.

During a ride, use your app to check that your preferred payment method is selected. Swipe up from the bottom of the app and tap your desired payment method before the trip ends.

ADD A PAYMENT METHOD
1. Select “Wallet” from your app menu.
2. Tap “Add Payment Method”.
3. Add a payment method by manually entering the card info, scanning a card, or adding an alternative payment type.

SCAN A CREDIT OR DEBIT CARD
1. To scan a card, tap the camera icon. Your phone may ask permission for the WhiteGlove app to use the camera.
2. Center your card in your phone’s screen so that all 4 corners flash green. Cards with embossed letters and numbers are typically easiest to scan.
3. Enter the card’s expiration date, CVV number, and billing ZIP or postal code.
4. Tap SAVE.

MANUALLY ADD A CREDIT OR DEBIT CARD
1. Enter your card number.
2. Enter the expiration date, CVV number, and billing ZIP or postal code.
3. Tap SAVE.

UPDATE CARD INFO
You can edit a debit or credit card’s expiration date, CVV number, and billing zip or postal code. If you have an WhiteGlove for Business profile, you can also change the profile your card is associated with by selecting Settings from your menu. Select Profiles to get started.

1. Select “Payment” from your app menu.
2. Select the payment option you’d like to update.
3. Tap the three dot icon, then tap edit.
4. Make changes, then tap “SAVE” when you’re done.

While a debit or credit card number can’t be edited, a card can be removed from your account and then added again as a new payment method. Read on to learn how.

DELETE A PAYMENT METHOD
Your account must have at least one payment method at all times. If you wish to delete your only payment method, you’ll need to add a new one first.
1. Select “Payment” from your menu.
2. Select the card you’d like to delete.
3. Tap the three dot icon in the upper right corner.
4. Tap DELETE, then confirm.

Select an item from the list below. If none of these apply, you can share more details in the form on this page so we can help.

Adding and selecting a preferred payment method will allow you to request a ride. You can add payment methods including credit and debit cards. When a ride ends, your selected payment method is charged.

During a ride, use your app to check that your preferred payment method is selected. Swipe up from the bottom of the app and tap your desired payment method before the trip ends.

ADD A PAYMENT METHOD
1. Select “Wallet” from your app menu.
2. Tap “Add Payment Method”.
3. Add a payment method by manually entering the card info, scanning a card, or adding an alternative payment type.

SCAN A CREDIT OR DEBIT CARD
1. To scan a card, tap the camera icon. Your phone may ask permission for the WhiteGlove app to use the camera.
2. Center your card in your phone’s screen so that all 4 corners flash green. Cards with embossed letters and numbers are typically easiest to scan.
3. Enter the card’s expiration date, CVV number, and billing ZIP or postal code.
4. Tap SAVE.

MANUALLY ADD A CREDIT OR DEBIT CARD
1. Enter your card number.
2. Enter the expiration date, CVV number, and billing ZIP or postal code.
3. Tap SAVE.

UPDATE CARD INFO
You can edit a debit or credit card’s expiration date, CVV number, and billing zip or postal code. If you have an WhiteGlove for Business profile, you can also change the profile your card is associated with by selecting Settings from your menu. Select Profiles to get started.

1. Select “Payment” from your app menu.
2. Select the payment option you’d like to update.
3. Tap the three dot icon, then tap edit.
4. Make changes, then tap “SAVE” when you’re done.

While a debit or credit card number can’t be edited, a card can be removed from your account and then added again as a new payment method. Read on to learn how.

DELETE A PAYMENT METHOD
Your account must have at least one payment method at all times. If you wish to delete your only payment method, you’ll need to add a new one first.
1. Select “Payment” from your menu.
2. Select the card you’d like to delete.
3. Tap the three dot icon in the upper right corner.
4. Tap DELETE, then confirm.

WHY DOES WHITEGLOVE REQUIRE THAT I VERIFY MY IDENTITY?
At WhiteGlove, safety is a top priority. We require that users of certain products submit documents or other information confirming their identity, and we verify that those match the identity reported by those users. We do this to help keep our users safe, and to help prevent others from using your account.

HOW DOES WHITEGLOVE USE MY DOCUMENTS AND INFORMATION?
In some cases, we transfer the documents and information that you submit to a third party, who uses them to verify that you are the person you say you are or that your documents are legitimate. Those third parties are prohibited from sharing or disclosing your documents and information, and they are not allowed to retain your documents or information for longer than necessary to complete the verification process or to conduct routine auditing of their software and processes. In other cases, WhiteGlove may perform this processing.

In the United States, where WhiteGlove allows riders to take a photo of their identification card, WhiteGlove will check that no other account is associated with that document. To help ensure we are able to do this, WhiteGlove retains data in encrypted form, including first and last name, ID type and number, date of birth, and ID expiration date, for the life of your account if allowed under applicable law and in a manner consistent with our Privacy Notice. In most markets where this type of verification is available, WhiteGlove relies on third parties to help complete the check.

We may confirm with your driver that you have submitted verification information. With the appropriate legal process and in accordance with our policies, WhiteGlove may provide documents, information, or selfies to authorized authorities.

WHAT HAPPENS IF I DON’T SUBMIT DOCUMENTS VERIFYING MY IDENTITY?
If you don’t submit documents verifying your identity, you may alternatively verify your identity by adding a credit or debit card to your account. Once added, you may pay for your rides or deliveries with cash. Your credit or debit card will not be charged, unless your switch to that payment method.

If you don’t use either method to verify your identity, you may be unable to use certain WhiteGlove features.

DOES WHITEGLOVE REQUIRE THAT DRIVERS AND DELIVERY PEOPLE VERIFY THEIR IDENTITY?
Yes, all drivers and delivery people submit identity verification documents before they can use the WhiteGlove platform. They must also submit new documents if their verification documents expire.

HOW ARE MY DOCUMENTS AND INFORMATION KEPT SECURE?
WhiteGlove is committed to keeping your personal data safe and secure. This includes encrypting the documents you submit to verify your identity, preventing use of them for unrelated purposes, and retaining them for only as long as necessary for the purposes for which we collected them.

WHAT SHOULD I DO IF I HAVE A PROBLEM VERIFYING MY IDENTITY?
If you have a problem verifying your identity or if you think our systems have made a mistake, please feel free to contact WhtieGlove Support.

WHY DOES UBER PROVIDE THE OPTION FOR RIDERS TO TAKE SELFIES IN SOME LOCATIONS?
In certain locations, WhiteGlove allows riders to take a selfie of themselves to help verify their identity. As discussed above, WhiteGlove takes steps to ensure these photos are kept secure, and they are never shared with your driver. We also delete these photos after a set period of time.

View WhiteGlove’s Privacy Notice