Public product support

Help for operators, drivers and passengers.

Start with the role closest to yours. This page is public so a driver or passenger can get help without access to an operator's workspace.

Contact support

Kairo reads and answers support email on UK working days, Monday to Friday, 9am to 6pm.

support@kairoengine.com

Include your role, operator name, device, app version and what happened. Do not send passwords or full payment-card details.

Kairo does not run a support phone line or an out-of-hours rota. A message sent in the evening or at the weekend waits until the next working day. The product itself runs unattended, so dispatch, driver tracking and passenger links carry on whether or not anyone at Kairo is reading email. If a booking is at risk right now, put URGENT and the booking reference in the subject line so it is obvious at a glance.

Before you email

The first reply is faster to write when the message already has what we need, so include the following where it applies to you.

Workspace name, so we can find the right operator account.
Booking reference, if the question is about a specific job or trip.
Device and app version, for anything in KAIRO Driver, so we can tell whether an issue is version-specific.

Operators can also check account access and deletion requests below before writing in; drivers with a login or invite problem should start at driver help.

Common tasks

Open the task that matches what you are trying to do.

How does an operator get an account?

Operators create a workspace at kairoengine.com/sign-up and invite dispatch staff and drivers from Settings.

How does a driver join an operator's fleet?

The operator sends an invitation by email or SMS. Open the link on the phone, install KAIRO Driver, and sign in with the invited details. If no invite arrived, contact the operator first.

Which app does a passenger need?

None. KAIRO Operator and KAIRO Driver are for the chauffeur business and its drivers. Passengers receive secure web links for quotes, confirmations, payments and live journey tracking.

How do I reset a password?

Use Forgot password on the sign-in screen or open kairoengine.com/forgot-password.

Why does KAIRO Driver request background location?

Background location is used only while an active job is running so the dispatch operator (and through them the passenger) can see position and ETA. A persistent notification is shown while tracking is active. See the mobile-app privacy notice.

How do I request account or data deletion?

Operators delete their own account from Settings → Account & data in the web app. That removes the sign-in straight away. The workspace records behind it follow the retention schedule, so Kairo keeps or de-identifies financial and compliance records for as long as the law requires. Drivers should ask their operator to remove them, or email support. Kairo actions a deletion request within 30 days. Read the role-specific deletion instructions.

Help centre (sign in required)Guides for using Kairo day to day, for signed-in operators Security and trustCurrent controls and due-diligence documents Deletion instructionsSeparate routes for operators, drivers and passengers

Before you email

The first reply is faster to write when the message already has what we need, so include the following where it applies to you.

Workspace name, so we can find the right operator account.

Booking reference, if the question is about a specific job or trip.

Device and app version, for anything in KAIRO Driver, so we can tell whether an issue is version-specific.

Operators can also check account access and deletion requests below before writing in; drivers with a login or invite problem should start at driver help.