Help & FAQ

Fares come from the official fare notices published by the GPRTU. Each fare shows the date it took effect, so you can see it is the current one. When the union announces a change, the new fare appears with its start date. Check a fare.

Fares can differ for a shorter drop-off or a different vehicle. If you think a fare on TrotroLive is wrong, report it from the fare in the app or email support@trotro.live or build@trotro.digital, and we will check it against the official notice.

Yes. On the map, type where you are starting from in the From field instead of using your location, then choose where you are going. Your location is only used when you choose My location.

Live vehicle tracking is being switched on route by route, as drivers on each route join. Where a vehicle is sharing its position you will see it on the map. Everywhere else, the station, the route and the fare are already there.

Scan the QR sticker in the trotro or type its 6-digit code on the Pay page. Check the vehicle registration and driver shown, enter the fare, then approve the Mobile Money prompt on your phone. The driver is credited when Mobile Money confirms the payment.

Yes. On top of the fare you pay a Mobile Money processing charge and a small platform fee that depends on the fare. The Mobile Money prompt shows the exact total before you approve, and the driver always receives the full fare. The current figures are in the payment terms.

Yes. When the payment succeeds you get a receipt by SMS on the Mobile Money number that was charged, with the fare, the charges, the total and a payment reference. If you are signed in, the payment also appears in your trips.

A pending charge is waiting for your approval in your mobile money menu. You finish it on your phone’s dialler, outside TrotroLive.

MTN: dial *170#, choose 6 (My Account), choose 3 (My Approvals), then confirm the payment and enter your PIN.

Telecel: dial *110#, choose 6 (My Account), choose 5 (My Approvals), then confirm the payment and enter your PIN.

A failed charge never reaches us, so nothing is deducted. Check your mobile money balance and network, then scan the driver code again. If a charge shows as pending, approve it from your mobile money menu (see above).

No. We do not do refunds. Once a transaction is confirmed or approved it cannot be reversed, so check the driver code, the vehicle registration and the amount carefully before you pay. If something went wrong with a payment, contact support with the payment reference from your receipt (see Contact).

Payments are processed by Hubtel, a licensed Ghanaian payment service provider. You enter your mobile money PIN on your own phone, so we never see or store it.

We collect your phone number and account details, your location when you use location features, and your trips, searches and payments. We do not sell your personal data. Anonymised, aggregated figures may be shared with transport partners, and any figure based on fewer than 10 riders is withheld. Full details: Privacy & AI.

Email support@trotro.live or build@trotro.digital from the phone number or email on your account and we will delete your account and personal data, subject to the legal retention periods in the privacy notice.