Roadie app customer service phone number — full guide for users and shippers

Where Roadie publishes contact options

Roadie’s primary, publicly documented support channels are the in-app Help center and the online Help pages at https://www.roadie.com/help. These channels are designed to connect senders, recipients and drivers with the correct team for your issue: deliveries & tracking, damage or loss claims, driver conduct, and business account questions. For most incidents the in-app route will create a support ticket immediately tied to your specific delivery ID and tracking number.

Roadie does not prominently advertise a single universal phone number on their main public pages the way traditional carriers do; instead they route inquiries through the app, the Help site, and dedicated business/sales contact forms. If you prefer voice support, the in-app Help flow or your business account dashboard will indicate whether a telephone option or account manager contact is available for that particular ticket.

How to find or request a phone call inside the Roadie app

Open the Roadie mobile app (iOS or Android) and tap Profile (lower-right) → Help or tap the specific delivery / order and then “Get help” or “Report a problem.” For driver-related safety or in-progress delivery emergencies, Roadie surfaces an urgent contact route — look for buttons labeled “Call support” or “Emergency” within that dialog. If a phone option is available for your ticket the app will show the phone icon and estimated wait time before you place the call.

If the app does not show a direct call option, use the in-app message field to request a phone callback. Include a preferred phone number and a 1–2 sentence reason (for example: “I need immediate help — package missing on scheduled delivery — please call 555-555-0123”). Support will typically respond by message first and escalate to a callback where required. Keep your app updated (current versions in 2024–2025 added callback features across many accounts).

What to have ready before you contact Roadie

• Order or delivery ID (6–12 digits) and the Roadie tracking link or tracking number shown in the app or email.
• Pickup and delivery addresses, dates/times, and a timestamped screenshot showing the delivery status or map pin.
• Photos of the item, packaging, and any damage; item value and original receipt or invoice (PDF or photo).
• Exact payment method used (card last four digits or account billing contact) and the charge amount shown on your confirmation.
• Driver name or driver handle and any message thread with the driver (screenshots if you removed content).

Having these items reduces back-and-forth and shortens resolution time. Agents will typically log a ticket number and ask for the documentation above; including it on first contact increases the chance of immediate escalation to claims or refunds.

When you supply evidence, use loss/damage photos that show scale (a ruler, a coin or an item with known size) and include the original packaging where applicable. For high-value items, export receipts and serial numbers in one PDF and attach it to the ticket or email to ensure clear provenance during claims processing.

Expected response times and escalation path

Typical initial responses through the in-app Help center arrive within 12–48 hours for non-urgent issues; urgent safety incidents or in-progress delivery problems often receive same-day attention. If you have time-sensitive freight or a same-day delivery problem, mark the issue as urgent in the app and request a callback. For enterprise customers with an account manager, phone support or an assigned number is commonly provided in the account dashboard.

If you don’t receive a substantive reply within 48–72 hours, follow up in the same ticket asking for an escalation and reference the ticket number. If escalation through the ticket yields no result within a reasonable timeframe (usually 5–7 business days for non-urgent claims), consider elevating via the Roadie Help page contact form or the business contact channels on roadie.com/for-business to request review by a senior agent or account manager.

How Roadie handles claims, refunds and proof requirements

For damage, loss or missing item claims, Roadie requires clear documentation: photos of the item and packaging, proof of value (receipt or invoice), and a timeline showing pickup and delivery attempts. Start the claim in-app or via the Help page and attach all evidence; the claims team will assign a claim number and outline next steps, which can include inspection, driver statement, or third-party carrier coordination if the parcel transferred hands.

Refunds or reimbursement amounts depend on documented value and the outcome of the investigation. Roadie typically evaluates whether the item was lost or damaged in transit and whether declared value or optional insurance was purchased. Keep records of all correspondence and expect follow-up requests within 3–10 business days for most straightforward claims; complex claims may take longer.

Business, sales and enterprise contacts

If you are a retailer, pharmacy, or high-volume shipper using Roadie as a logistics partner, use the business pages (https://www.roadie.com/for-business) to request a dedicated sales contact. Enterprise customers usually receive SLA-defined phone and email support, and an assigned account manager whose telephone number and escalation process are documented in the customer onboarding packet and the enterprise dashboard.

For procurement or contracts: prepare shipment volume data (monthly parcel counts), average parcel dimensions and values, delivery zip-code ranges, and a list of peak windows (Black Friday, holiday weeks). This information speeds negotiation of rates (per-mile + size pricing) and setup of any dedicated phone-based escalation pathways or 24/7 account support lines appropriate for high-volume relationships.