Support Center
Help with reservations, payments, notifications, and your account.
KOCH-WAYNE support is not an emergency service. Call 911 for an immediate emergency.
Hours and how to reach us
Dispatch is staffed 24/7, 365 days a year. For anything time-sensitive — a pickup in progress, a flight change, or a driver you cannot reach — call (201) 552-8547. For everything else, email contact@kochlimo.com or use the contact form on our homepage. Koch Limo LLC, 1000 Wyckoff Ave, Mahwah, NJ 07430.
Reservation assistance
To request a ride, use the Request a Quote form on our homepage or call dispatch. A request is not confirmed until our team confirms it. Have your pickup time, pickup and drop-off addresses, passenger count, luggage count, and flight number ready — airport pickups require a flight number so we can track your arrival.
Changing or cancelling a reservation
Call dispatch at (201) 552-8547 as early as possible. Change, cancellation, waiting-time, and no-show terms are the ones communicated with your individual reservation confirmation. Email is fine for changes more than 24 hours out; call for anything sooner.
Payment links, receipts, and refunds
Payments are processed through Square. We do not collect card details on this website, and we do not store card numbers or CVV. A payment link may be sent before or after service, depending on the reservation and payment arrangement.
A Square payment link is a bearer link — anyone with the link can pay it, so forward it only to the intended payer. Receipts come from Square after payment. For a missing receipt, an incorrect charge, a tip correction, or a refund question, email contact@kochlimo.com with the trip date and pickup address. Never send card numbers, CVV codes, or passwords by email or text.
Passenger and intended-payer questions
You can book for someone else and name a different intended payer. Please make sure you have permission to give us the passenger's and payer's contact details. If a payer needs to change after a trip, contact support before paying the original link.
Account activation and sign-in help
Accounts in the KOCH-WAYNE apps are activated by invitation. If your invitation did not arrive, check spam and then contact support with the email address and mobile number you expect the invitation to reach. For sign-in problems, use the password reset option in the app first; if that fails, contact support. Support will never ask you for your password or a one-time code.
Driver and pickup communication
Once a chauffeur is assigned, you receive the assignment and arrival updates through the channels you opted into. If you cannot reach your chauffeur at pickup, call dispatch rather than waiting — we can locate the vehicle and relay pickup instructions.
SMS notifications
Transactional text messages are optional and only sent if you opt in. Reply STOP at any time to unsubscribe, and reply START to restore transactional SMS. For help, contact KOCH-WAYNE at (201) 552-8547 or contact@kochlimo.com. Message frequency varies; message and data rates may apply.
Account deletion and privacy requests
To request access to, correction of, or deletion of your personal information, email contact@kochlimo.com or submit the form on our Delete Account page. Deleting an account does not automatically cancel an upcoming reservation — contact dispatch about active trips.
Technical troubleshooting
If the app or website misbehaves: confirm you are on the latest app version, check your network connection, then fully close and reopen the app. If address suggestions or notifications do not appear, check that location and notification permissions are allowed in your device settings. If the problem persists, email support with your device model, operating system version, and what you were doing when it happened.