Frequently Asked Questions

ikWik is a technology marketplace connecting senders, carriers and travellers, authorised pickup-point agents, and receivers to arrange parcel deliveries. Features depend on your role, verification and the delivery stage. You must be at least 18 and legally able to enter into an agreement to use the platform. See the Terms of Service.

Open Get Started and choose a sign-in option shown there. You can sign in with a one-time code sent to your email. Google or Apple sign-in may also appear when enabled. Follow the on-screen steps to verify your email. A new account starts with the sender role.

Identity verification may be required before you can use particular services. Carrier and pickup-point agent enrolment require an active account, a verified email address and verified identity. When verification is requested, follow the secure process in the app.

Yes. If eligible, you can add the carrier role to your existing account and keep your sender access. You can also add the agent role, but working as an agent requires a separate assignment to an authorised pickup point.

Check availability for your pickup and destination in the app, or ask ikWik Support before making arrangements. A route depends on eligible carriers or trips, active pickup points where needed, capacity and acceptance. Availability in one place does not establish availability for every route.

You can use ikWik through its responsive web experience. The Android app is published on Google Play; use the official download link on ikwik.app. On iPhone, use the web experience and check the official website for app availability.

Enter the pickup and destination locations, the receiver’s name and phone number, and the parcel’s weight, size and category. Complete the other fields requested in the form. You can add a parcel photo and a delivery window. Describe the contents and any handling needs accurately, and check the receiver’s details before submitting.

Select each location on the map and confirm the pin. You can use your device location if you allow location access. Where address search is available, check that the selected result places the pin correctly. If search is unavailable, you can confirm the location directly on the map.

Review the route and quote, complete the available payment steps and follow the request’s status in the app. ikWik looks for eligible local carrier availability or compatible registered trips. A carrier must accept the opportunity. A quote or proposed route does not guarantee a match or a delivery date.

Where available, a delivery can follow a route through authorised pickup points with one or more carrier legs. The option depends on active points, eligible participants and capacity. Follow the route and handover instructions for your delivery rather than arranging an unrecorded transfer.

Provide accurate contents, weight, dimensions, value and condition, and follow the requirements for your delivery. Illegal, unsafe, stolen, counterfeit, restricted or controlled items are prohibited. Examples include weapons, illegal drugs and hazardous materials that cannot lawfully be transported. Read the prohibited-items rules; the list is not exhaustive. Ask Support before submitting a parcel if its contents, size or handling requirements are uncertain.

Confirm that your proposed route is available before planning a cross-border shipment. Senders and travellers must meet the customs, transport and import/export rules that apply. Unless ikWik confirms otherwise in writing, the sender is responsible for required declarations, duties, taxes, permits and supporting documents. Authorities and transport providers may inspect, delay or refuse a parcel. See the Terms of Service.

Add the carrier role to your account and complete the required verification. You can then offer local availability or register a planned trip with its route, schedule and carrying capacity. Enrolment does not guarantee delivery opportunities. Carriers and travellers choose whether to accept work and remain responsible for the requirements that apply to their activities.

Local availability uses your current location and a service radius to identify compatible local work. A registered trip describes planned travel with a route, schedule and available capacity. Use the local availability settings for nearby work and register a trip for a planned journey. Keep the details current so matching can assess the right opportunities.

Review the delivery details before accepting. Eligibility, capacity, timing and route compatibility are checked when you accept, and an offer may expire or become unavailable. Once assigned, follow the collection, departure, arrival and handover actions shown for that delivery. Provide the QR/code confirmation or other evidence requested at each relevant step.

An eligible verified account can add the agent role. An administrator must then assign you to an authorised pickup point before you can handle parcels there. Adding the role alone does not create a pickup point or authorise you to handle a delivery.

An assigned agent can mark the point available for new work. For eligible deliveries, agents register and inspect parcels, record the requested evidence, and accept or reject parcels as appropriate. They confirm authorised transfers and may hold a parcel at the destination point until it is released to the receiver. Turning off availability for new work does not remove responsibilities for parcels already being handled.

No. The sender can share a private tracking link with the intended receiver. The receiver can open it to follow confirmed updates and see collection instructions when available. At collection, follow the handover instructions and present the receiver QR/code only while physically receiving the parcel from the authorised carrier or agent.

ikWik prepares a quote using the delivery and route information. Review the quoted amount before paying. The quote records the price at the time it is created, so later pricing or exchange-rate changes do not rewrite it. Contact Support if you need help understanding a charge.

Credits are prepaid credit for parcel delivery and logistics services arranged through ikWik. They are separate from carrier and agent earnings. Credits cannot be withdrawn as cash or transferred, and they are not used for digital content, subscriptions or premium app features.

After reviewing a quote, use available Credits or a checkout option shown for your account and location. A checkout payment is confirmed only when the payment provider confirms it. Returning to ikWik from a payment page does not by itself mean payment succeeded. Check the payment status before trying again; if it remains unclear, contact Support with the delivery or payment reference.

You can select an enabled display currency for current balances, Credits and earnings. The display preference changes how amounts appear; the underlying accounting is in US dollars. Display, payment and payout rates can differ. Payment and payout records retain the rate used for that transaction. Check the transaction amount and currency before proceeding.

Eligible completed work can create earnings once the required delivery and payment conditions are met. Earnings are held before becoming available, and only available earnings can be included in a payout request. The status of your earnings determines what you can request; completion alone does not guarantee an immediate payout.

Add an active payout method, then request a payout when your available earnings meet the applicable minimum. Payout requests are processed manually, and their results are recorded in the app. A submitted request is not confirmation that funds have been sent. Contact Support about eligibility, a pending request or an unclear result.

The tracking page shows confirmed delivery statuses and timeline events. It may show collection details and a handover prompt when the delivery reaches the right stage. It is not continuous GPS tracking, and a status update does not guarantee an arrival time.

Keep the tracking link and collection QR/code private. Show the code only to the authorised carrier or pickup-point agent at the correct handover stage, while physically receiving the parcel. If the code is missing, no longer accessible or not working, contact Support rather than bypassing verification.

The delivery workflow records authorised parcel registration, inspection, handovers and release to the receiver. Some steps require a QR/code confirmation or photo evidence. These records can help review a delivery issue; they do not provide insurance or guarantee that a claim will be accepted.

Authorised delivery participants can exchange messages and photos in the delivery conversation. Use it to coordinate the delivery. Reporting and blocking tools are available for unsafe, abusive, illegal or fraudulent content. Contact ikWik Support when you need help with the service or a delivery issue.

ikWik can send operational updates by email and push notification. Manage your notification preferences in your account. Push notifications also need permission on your device or browser. If notifications are disabled or unavailable, check the delivery page for updates.

ikWik uses information needed to operate accounts, arrange deliveries, process transactions and provide support. Relevant information may be shared with participants and service providers involved in those activities. Read the Privacy Policy for the details and your choices. Use the secure in-app process for identity verification, and keep account and collection information private.

You can cancel a delivery in the app while it is a draft, awaiting a match or at the proposed-match stage, before anyone takes custody of the parcel. For a later-stage cancellation, contact Support. After a physical handover or while a parcel is in transit, the request needs review. Cancellation and refund eligibility are covered by the Refund & Cancellation Policy.

Request a review through the app or email [email protected]. Include your account email, delivery or payment reference, the reason, the date of the issue and available evidence. Eligibility depends on the delivery status, the facts and the Refund & Cancellation Policy. Eligible Credits-paid cancellations may be returned to Credits; approved provider refunds go to the original payment method where possible. A request does not guarantee a refund or a processing time.

Contact Support promptly with the delivery reference, a clear description of what happened and any relevant photos or messages. Delivery and handover records may help the review. Follow the collection and verification steps; do not mark a handover as completed if it has not happened. Support can review the situation, but a refund or compensation is not automatic.

Do not assume that your parcel is insured. ikWik is a marketplace and is not an insurer. Any separate protection or insurance expressly offered for a transaction would have its own provider terms, eligibility rules, exclusions, limits and claims process. See the Terms of Service and Refund & Cancellation Policy.

Use ikWik Support chat in the app or email [email protected]. Include the relevant delivery or payment reference and a short description of the issue. Never send passwords, sign-in verification codes, PINs, full card details or identity documents through ordinary chat or email. Use a secure process when one is provided.