Common Issues

How do I retrieve something I left in a Via?

We’ve all been there, and we feel for ya! As soon as you realize an item is missing, please let us know by filling out this form or e-mailing support@ridewithvia.com, and we’ll put you in touch with your driver...

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How do I reset my password?

When logging in, first make sure you are using the exact e-mail address that you used to open your Via account. To reset your password, first open the app and select "Log me in." In the password box, press "For...

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I'm not receiving my temporary password!

We’re sorry for the hassle! Please email us via the contact form or at support@ridewithvia.com, and we can reset your password for you manually.

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I had an issue with my ride. How can I let you know?

Oh dear! We’re sorry to hear that there was a problem with your ride. Please let us know what went wrong either by filling out the feedback screen in the app after your ride or by emailing us using the form on ...

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Can I change my destination once I'm in the car?

We get it - mistakes happen, plans change, and sometimes the destination where you booked to is no longer the destination you need to get to. While we aim to please on every ride, in the event that a change wo...

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My driver was great! How can I thank them?

Our driver partners are the butter to our bread. Simply put, they’re the best! If you had a great experience with a driver, please let us know by filling out the feedback screen after your ride or by leaving a ...

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Why don’t I always get picked up or dropped off exactly where I request?

As Via is a shared corner-to-corner service, we ask all our members to help contribute to the efficiency of the system by heading to a nearby corner - within a couple of blocks - for their pick up and drop off,...

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Why is my place pin in the middle of the ocean?

We’re not quite ready to pilot Via’s shared submarine service, so your map definitely shouldn’t be defaulting to a strange location. Please make sure that Location Services are enabled for the Via app on your p...

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Oops, I forgot to press +1!

Not to worry! Just send a quick text to our Live Support Team by replying to any text message you receive from us, and we'll adjust it for you right away. Keep in mind, this may impact the cost of your ride.

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My driver left without me!

Oh no - we're sorry we didn't get you on board! If you were marked as a "No Show" and you still need a ride, please re-book directly in your app, and send an email to support@ridewithvia.com so we can look int...

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