After being in hot water for the past few months on reports of driver accounts being sold or shared, Lalamove is addressing the issue by introducing new security protocols while coordinating with the DICT to assure its customers of safe and reliable deliveries.

One of the anti-fraud measures Lalamove will implement to improve its security is facial recognition verification within its Driver App to ensure that only authorized drivers can access the platform. 

All partner drivers must verify their identity through a facial scan before accepting bookings, ensuring that only legitimate drivers handle deliveries. The feature reinforces driver accountability and works in tandem with other monitoring systems, including manual reviews and activity trend analysis.

Drivers with mismatched information are subject to routine monitoring and are added to a watchlist, which triggers further investigation to prevent potential misuse. Offenders identified through these measures will be permanently banned from the platform under Lalamove’s one-hit policy.

With this new security feature, Lalamove reiterates that  selling or sharing driver accounts is strictly prohibited.

“Through our facial recognition feature, we can ensure that only authorized and verified partner drivers have access to the platform, ensuring a fair environment for all consumers. This initiative, with the support of DICT, reflects our zero-tolerance stance on fraudulent activities and our commitment to protecting both partner drivers and users,” Lalamove Philippines Managing Director Djon Nacario emphasized.

With that in mind, Lalamove encourages users to carefully and religiously double-check partner driver details—including name, photo, plate number, and vehicle information—before releasing items. If anything seems off, customers should report the issue immediately via Lalamove’s in-app Live Chat and reassign the order to another partner driver using the app’s “Find a New Driver” option.

“Our commitment remains strong and true – to providing a safe, reliable, and secure service to support livelihoods and keep deliveries running smoothly for the communities we serve,” Nacario added.