Grab and Bolt Not Working? Troubleshooting Thailand’s Rideshare Apps

Rideshare apps are supposed to make transportation easier and often they do. But anyone who’s used Grab or Bolt in Thailand long enough has encountered the frustrating moments when everything breaks down. Here’s how to diagnose and fix the most common problems.

Problem #1: Driver Accepts Then Never Moves

What’s Happening: Your driver accepted the ride five minutes ago but hasn’t budged from their location. The timer is ticking, but the pin on your map remains static.

Why This Occurs: The driver has their app on auto-accept for both Grab and Bolt. They’re waiting to see if a more lucrative ride appears. Alternatively, they might be hoping you’ll cancel so they avoid the penalty.

The Fix: Don’t wait more than 3 to 4 minutes. Cancel immediately and rebook. The app has a specific option when canceling: “Driver asked me to cancel” or similar language. Use it. This reports the behavior without penalizing your account. The few baht cancellation fee is better than wasting 15 minutes waiting for a driver who’s never coming.

Prevention: During high-demand times, this happens more frequently. Book rides with a buffer. If you need to be somewhere by 2 PM, book for 1:30 PM.

Problem #2: Driver Asks You to Cancel

What’s Happening: Immediately after accepting, the driver messages asking you to cancel the ride. Some reasons we’ve been given: “I have to go to the toilet” or “my car is in the shop.”

Why This Occurs: They found a better paying ride on another platform but don’t want the cancellation penalty on their account. Drivers face stricter consequences for cancellations than passengers so they’re trying to shift the burden to you.

The Fix: Politely decline and tell them to cancel on their end if they don’t want the ride. If they persist, report it through the app’s cancellation options. Never feel obligated to cancel for a driver’s convenience. That’s exactly what they’re counting on.

Alternative Approach: Some users simply don’t answer calls from drivers during the first minute after booking, avoiding the awkward conversation entirely. The driver should eventually cancel on their own.

Problem #3: No Drivers Accept Your Ride

What’s Happening: You’ve requested a ride, but after 10 to 15 minutes nobody has accepted. The app just keeps searching.

Why This Occurs: Several factors converge: you’re in a low demand area, it’s an unpopular time, your destination is undesirable (drivers won’t find return fares), or surge pricing hasn’t kicked in high enough to incentivize drivers.

The Fix:

• Upgrade the vehicle class: Switch from economy to standard, or standard to XL. The higher fare often attracts drivers who were ignoring your request.
• Walk to a busier street: Move toward main roads or commercial areas where drivers actively patrol.
• Adjust your pickup location slightly: Sometimes moving the pin 100 meters triggers different drivers in the algorithm.
• Try the other app: If Grab isn’t working, switch to Bolt, or vice versa.
• Wait 5 to 10 more minutes: Sometimes drivers are genuinely tied up and will become available shortly.

Special Case – Early Morning Airport Runs: In smaller tourist areas like Krabi’s Ao Nang, early morning drivers are often locked into pre-arranged bookings. The solution is booking your airport ride the night before, securing a driver before the morning scramble begins.

Problem #4: Apps Show Availability But Nobody Actually Picks You Up (Island Dead Zones)

What’s Happening: You’re on Koh Larn, Koh Sichang, or another smaller island. The app shows cars available but nobody ever accepts your ride. Not after 10 minutes, not after 30 minutes, never.

Why This Occurs: Local transportation cartels control these islands completely. Drivers know that operating via apps will result in confrontation with local taxi mafias. The app’s coverage map is technically accurate but functionally meaningless.

The Fix: Apps don’t work here. You need to revert to old-school methods:

• Negotiate with a driver at the pier when you arrive
• Get their LINE ID for future rides
• Book the return trip with the same driver
• Build a network of Line contacts for different islands you visit regularly

This isn’t a workaround. It’s the only solution. Accept that some locations exist outside the app ecosystem despite appearing within coverage areas.

Problem #5: Driver Texts You Demanding More Money

What’s Happening: After accepting your ride, the driver sends a message saying the fare is too low and demands that you pay extra cash.

Why This Occurs: The driver thinks the app fare is insufficient for the distance or effort involved, or may worry about not finding a return fare (especially if you’re asking to be taken to a rural area). They’re testing whether you’ll agree to pay more rather than wait for another driver.

The Fix:

• Ignore the message initially: See if they start driving anyway. Many drivers send these messages as a negotiating tactic but will complete the ride at app price if you don’t respond.
• Reply firmly but politely: “The app price is the agreed price. If you can’t accept it, please cancel the ride.”
• Don’t agree to extra payment: Once you concede, you’ve lost all leverage and set yourself up as an easy target.
• Cancel if they refuse to move: After 3 to 4 minutes of standoff, cancel using the “Driver asked for more money” option if available or report through customer service.
• Never get in the vehicle first: If they arrive still demanding extra payment, do not enter the car. Your negotiating power evaporates once you’re inside.

Important Exception: Toll roads legitimately aren’t included in app pricing. Drivers need separate cash payment for highway tolls (typically 50 to 100 baht). This is standard practice and expected. Keep small bills ready. However, they should explain this as a toll charge, not as “the app price is too low.”

Problem #6: Your Driver Can’t Find You

What’s Happening: The driver keeps calling, confused about your location. They’re driving in circles, getting increasingly frustrated.

Why This Occurs: The app’s GPS dropped your pin in the wrong location. Common in areas with complex alleyways and multiple buildings with similar names.

The Fix:

• Before they arrive: Verify your pin placement on the map. Don’t trust the address auto-fill. Visually confirm the pin is where you’re standing.
• Use landmarks: When the driver calls, reference nearby 7-Elevens, hotels, temples, or major intersections.
• Drop a pin in Google Maps: Send it via chat if the app supports it, or describe “I’m 50 meters north of [landmark].”
• Walk to a major street: If you’re deep in a soi or residential area, walk to the main road and update your pickup location.
• Send a photo: Use the app to send a photo of your location. Sometimes drivers will send you a photo to indicate where they’re waiting for you.

Prevention: Always double check the pin before confirming your booking. This single step eliminates 90% of location confusion.

Problem #7: Multiple Consecutive Cancellations

What’s Happening: You book a ride, driver accepts, then cancels. You rebook. Another driver accepts, then cancels. This happens three, four, five times in a row.

Why This Occurs: Your destination is problematic. Either it’s too far into an area where they won’t find return fares or it’s in hostile taxi mafia territory.

The Fix:

• Change your destination slightly: If heading to a remote resort, set the destination to a nearby main road or landmark instead, then direct the driver once underway.
• Upgrade vehicle class: Higher fares sometimes overcome destination reluctance.
• Split the journey: Book to an intermediate location, then book a second ride from there.
• Switch apps: If Grab drivers keep canceling, try Bolt. Different driver pools sometimes yield different results.
• Walk to a different pickup zone: You might be in territory where app drivers fear confrontation with local taxi cartels.

Nuclear Option: Call a traditional taxi or negotiate a private ride. Some destinations simply don’t work with apps.

Problem #8: Can’t Get Rides at Tourist Hotspots or Airports

What’s Happening: You’re at a major airport, pier, or tourist attraction. The app shows drivers nearby, but nobody accepts, or drivers accept then immediately cancel when they see your location.

Why This Occurs: Taxi mafias sometimes control high-value pickup points. App-based drivers risk confrontation, vehicle damage, or physical violence from traditional taxi cartels protecting their territory.

The Fix – The Buffer Zone Strategy:

• Walk 200-500 meters away from the official taxi zone
• Head toward less obvious streets rather than main pickup areas
• Request your ride from ambiguous territory where taxi jurisdiction is unclear
• Use hotel shuttles or buses to get one zone away, then book from there

Specific Examples:

• Phuket Airport: Walk to Departures instead of Arrivals, or take the airport bus one stop
• Rassada Pier (Phuket): Walk past the taxi stand before booking
• Siem Reap Airport (Cambodia): Apps are completely banned. You must use official taxis

Alternative: Some airports have official Grab pickup zones. Use them, but expect longer wait times as drivers navigate through traffic to reach designated areas.

Problem #9: Surge Pricing Hits 2-3x Normal Rates

What’s Happening: The ride that normally costs 80 baht is suddenly showing 240 baht. It’s rush hour, raining, or just high demand.

Why This Occurs: Algorithm-driven surge pricing responds to supply-demand imbalances in real time.

The Fix:

• Wait 15-20 minutes: Surge often subsides quickly as more drivers come online
• Walk to a different zone: Surge is location-specific; moving a few blocks might escape it
• Check both apps: Bolt and Grab surge independently—one might be cheaper
• Use public transit: BTS, MRT, or public buses don’t surge
• Book before weather changes: If rain is coming, book before the first drops fall

Strategic Timing: Avoid booking rides between 8:15-8:45 AM and 5:15-5:45 PM when surge algorithms peak.

Problem #10: Excessive Cancellation Penalties Building Up

What’s Happening: You’ve had to cancel several rides due to drivers not moving, requesting more money, or other legitimate issues. We’ve had this happen when trying to get return rides from rural areas to urban areas. Now you’re worried about account penalties.

Why This Occurs: Apps penalize excessive cancellations to prevent abuse, but they don’t always distinguish between legitimate and frivolous cancellations.

The Fix:

• Always use the proper reporting option: Select “Driver asked me to cancel,” “Driver not moving,” etc. instead of generic cancellation
• Document serious issues: Take screenshots of driver messages demanding more money or location discrepancies
• Contact support for pattern problems: If you’re canceling multiple times due to driver misbehavior, report it to customer service
• Be conservative with cancellations: Only cancel when truly necessary

Account Recovery: If you get temporarily restricted, contact support explaining the circumstances. They can review individual cases and reverse unfair penalties.

Problem #11: Driver Doesn’t Have a Helmet (Motorbike Rides)

What’s Happening: You’ve booked a motorbike taxi but the driver doesn’t offer you a helmet or doesn’t have a spare at all.

Why This Occurs: Some drivers don’t carry spare helmets, especially for very short trips. Others assume tourists won’t want one.

The Fix:

• Always ask explicitly: “Helmet?”

Thailand Context: Road accidents are common and head injuries are serious. While it’s not common, a Thai police officer could even pull you over and fine you. Though this is more typical for tourists driving motorbikes than being passengers.

Problem #12: Wrong Vehicle or Driver Shows Up

What’s Happening: The license plate doesn’t match, the vehicle color is different, or a completely different person is driving than shown in the app. We’ve noticed Bolt motorbike drivers often show up in a different color bike than what it says in the app.

Why This Occurs: Drivers sometimes sub-contract rides to friends or family, or they might be using a different vehicle than registered.

The Fix:

• Verify before entering: Always confirm license plate and driver photo
• Ask for confirmation: “Are you [driver name] picking up [your name]?”
• Report serious discrepancies: A different car color is minor; a completely different person is a safety issue
• Cancel if uncomfortable: Your safety matters more than convenience
• Set a 4 digit security code in the app: You can specify a 4 digit code that the driver must request from you and enter before beginning the ride. Learn even more hacks for Grab and Bolt.

When It’s Okay: Sometimes drivers legitimately switch between vehicles they own. If everything else checks out and you feel safe, it’s usually fine.

Problem #13: Driver Keeps Calling But You Can’t Understand Them

What’s Happening: Your driver calls repeatedly, speaking rapidly in Thai. You have no idea what they’re saying and the frustration is escalating on both sides.

Why This Occurs: Language barriers are real. The driver is probably asking about your exact location, confirming your destination, or explaining a delay.

The Fix:

• Send location pins: Drop your exact location in Google Maps and send via chat
• Text instead of calling: Written messages can be translated more easily than spoken words
• Use landmarks: Text the name of a nearby 7-Eleven, hotel, or temple. Drivers know these
• Get hotel/restaurant staff to help: Ask someone to speak to the driver briefly in Thai
• Send a photo: Using the app’s messaging system, snap a photo of your location and send it to your driver

Problem #14: Bolt Shows Cheaper Prices But No Drivers Ever Accept

What’s Happening: Bolt consistently quotes fares 20-30% cheaper than Grab, but you never actually get a ride. The app searches endlessly without finding a driver.

Why This Occurs: Bolt has a smaller driver network in Thailand compared to Grab. The lower prices look attractive, but they’re meaningless if you can’t actually book a ride. In many areas outside Bangkok, Chiang Mai, Phuket, and Pattaya, Bolt is essentially non-functional despite showing coverage.

The Fix:

• Try Bolt first, but don’t wait long: Give it 3 to 5 minutes maximum
• Choose an option with a higher price: Instead of “Basic” or “Bolt” try “XL” or “Priority”; assuming these are cheaper than Grab
• Switch to Grab as backup: Accept that you’ll pay slightly more but actually get picked up

Problem #15: Driver Asks You to Pay Tolls

What’s Happening: Your driver asks for cash during the ride from BKK Airport to central Bangkok (Asok/Nana area), and you’re unsure if this is legitimate or if you’re being scammed.

Why This Occurs: Highway tolls from the airport aren’t included in your Grab or Bolt fare estimate. The tolls typically total 75 to 95 baht depending on the route and vehicle type, and drivers must pay these at 2-3 different toll booths along the way. Apps explicitly state tolls are the passenger’s responsibility, but many tourists don’t realize this until mid ride.

The Fix:

• Expect 2-3 toll payments: You’ll hand cash to the driver as you approach each toll booth
• Keep small bills ready: Have 20 and 50 baht notes accessible (50s and 20s work best)
• Verify amounts at toll booths: Rates are displayed prominently if you want to confirm
• Bring exact change: Eliminates disputes about drivers not having change for large bills
• Don’t confuse tolls with fare manipulation: This is standard procedure, not a scam—but some dishonest drivers do inflate amounts slightly

Prevention: Before leaving the airport, break any large bills at a convenience store or ATM to ensure you have appropriate denominations for toll payments.

Purportedly, the latest version of the Grab app allows you to include tolls in  your credit card payment; but it’s safest to bring cash with you in case of issues.

Final Troubleshooting Principles

Have Both Apps: Grab and Bolt serve as backups for each other. When one fails, try the other.

Carry Cash Always: Payment systems fail, apps crash, and some situations require traditional transactions.

Build Buffer Time: If you absolutely cannot be late (flights, important meetings), add 30 to 60 minutes of cushion to account for app failures.

Screenshot Everything: Booking confirmations, driver details, and fare estimates become crucial evidence if disputes arise.

Know When to Give Up: Some situations simply don’t work with apps. Traditional taxis, hotel arrangements, or private drivers remain necessary in certain contexts.

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Grab vs. Bolt: Which Rideshare App is Cheaper in Thailand
Grab and Bolt Hacks for Thailand
10 Essential Travel Apps for Thailand