This article is designed to help users understand and resolve common issues with the Trip Experience Feedback feature in the Carpool app. It provides clear steps to follow if feedback cannot be submitted after a trip, ensuring a smooth experience while also supporting service quality and improving both passenger and driver journeys.
For a full overview of how feedback works in Carpool, check out Feedback for Carpool Rides.
TABLE OF CONTENTS
When Does Feedback Appear?
Drivers → After tapping Completed Trip at the arrival location, a feedback screen will appear automatically.
Passengers → Feedback can be provided in two ways:
During the trip by tapping Leave Feedback
After confirming the trip completion by tapping Confirm Trip
Common Issues & Quick Fixes
Before diving into detailed troubleshooting, try these steps first:
Relaunch the app – Close and reopen the Carpool app.
Update the app – Make sure the app is updated to the latest version from the App Store (iOS) or Google Play Store (Android).
Check your internet connection – Switch to a stable Wi-Fi or mobile data connection.
Re-login – Log out and log back into the Carpool account.
Android users – Clear the app cache:
Go to Settings > Apps > Carpool > Storage > Clear Cache
Troubleshooting by Scenario
| Issue | What to Check / Do |
|---|---|
| Feedback screen not appearing | Make sure the trip was Completed (driver) or Confirmed (passenger). Try relaunching the app. |
| Passenger cannot see Leave Feedback or Confirm Trip | These options only appear after the trip has started. Wait until the trip begins. |
| Driver cannot see Completed Trip button | The trip may not have started yet, or it may be older than 24 hours. Trips must be completed within 24 hours. |
| App crashes when submitting feedback | Check that the app is updated to the latest version and try again with a stable internet connection. |
| Feedback options look wrong or missing | This may be a setup issue. Please contact Support with trip details. |
| Unexpected Button Sequence (Leave Feedback → Start Trip → Completed Trip) | Sometimes the buttons may appear in a different order, and this is expected. If a trip has passed its start time but wasn’t started, you might first see Leave Feedback on the Trip Details screen. The trip may also move from Home to History after a few hours. If the trip is still within the allowed time frame, tapping Leave Feedback can bring up the Start Trip button, followed by the Completed Trip button once the trip begins. |
Need More Help?
If the steps above have been tried and feedback still cannot be submitted, please contact the Support Team.
When contacting support, include:
Ride ID (found in trip details)
User ID or registered email
The date and time of the trip
A short description of the issue (e.g., feedback screen not appearing, app crashing)
Any screenshots or error messages if available
Email Support: support@liftango.com