What can we help you with?
How can I contact Via?
To contact us, you can either call (817) 784-7382 or send us a message at our rider support email: firstname.lastname@example.org
What is Via?
Via is an on-demand transit system that takes multiple passengers heading in the same direction and books them into a shared vehicle. Think of Via as a bus that’s smart enough to come when you want it and where you want it.
Using our app for iPhone or Android, you can select your pick up and drop off, and we’ll do the rest. As we are a corner-to-corner service, we’ll pick you up at a nearby corner and then drop you off within a couple blocks of your requested destination. This helps us ensure that even with multiple pick ups, trip times are comparable to a taxi.
When and where does Via operate?
We currently operate Mondays-Fridays from 6am-9pm and Saturdays from 9am-9pm across the entire zone below.
Who is driving my Via?
You are our most precious cargo, and we take safety very seriously. When you book a ride, we connect you with a vehicle operated by a trained and experienced driver who is covered by the required insurance. All driver partners undergo thorough criminal background checks before driving on the Via platform.
But the necessary insurance and licensing are no-brainers. We expect more! We want all Via vehicle drivers to be downright amazing, so don’t forget to leave feedback for your driver after each ride – you’ll help us make sure only the best drivers get to drive for Via.
What platform(s) is Via available on?
How many people will I share a ride with?
The number of passengers you will share a ride with varies depending on who’s headed in the same direction at the same time and the make and model of the Via-cle picking you up! Most of our vehicles in Arlington seat 6 passengers, but vehicle capacities may range from 3-6 riders when full.
How do I get the Via app?
How do I create a Via account?
If this is your first time using the app, you'll need to press "Sign Me Up" and create an account before you can log in and book a ride.
Step One: Click on the "Sign Me Up" button in the home screen of the app.
Step Two: Enter the requested information on the first page of this screen. You can even add a photo if you like!
Step Three: Click "Next" to move to the second page. Input your credit card number, followed by the expiration date, the security code, and the billing zip code. If you were referred by a friend, you can enter their personal promo code into the "Promo code" box by clicking on the blue 'Redeem your promo code >>' option.
Once all of this is completed, press "Join" and you’ll be ready to ride!
Why does Via need my credit card number?
When you sign up for Via, we ask you for a credit card or debit card. You can use any credit/debit card or a pre-tax commuter benefits debit card to pay for Via. Each time you take a ride or purchase Ride Credit, payment is simple and seamless – we automatically charge your card on file. No need to worry about cash, we’ve got you covered.
The best way to pay for Via is to buy Ride Credit in the app. Before you ride, go to the Menu screen in your app, choose "Ride Credit," and select how much you'd like to buy. Each time you take a ride, we'll simply deduct the cost of your ride from your remaining credit. If you ever run low on credit, we will deduct any remaining credit and charge the card on file directly for the remainder of your ride.
Which commuter benefits cards can I use to pay for Via?
Commuter benefits are employer provided voluntary benefit programs that allow employees to reduce their monthly commuting expenses for transit, van-pooling, bicycling, and work-related parking costs.
You can pay for Via with the following commuter benefit debit cards:
- WageWorks Commuter Card
- TransitChek Visa Card
- Beniversal Master Card
- eTRAC Master Card
- Commuter Check Prepaid Master Card
- Benefit Strategies Visa Card
- MyAmeriflex Master Card
- Zenefits Card
- Navia Benefits Card
- Some forms of the ADP card
- FlexFacts Commuter Benefits Card
- Igoe Administrative Services Benefits Card
- HRC Total Solutions
- Gusto Benefits Debit Mastercard
- Pension Dynamics Company Benefits Card
Please note that if you sign up using a commuter benefits debit card, you'll need to confirm through the app that you will use it in a manner consistent with your employer's commuter benefits program. Members using commuter benefits cards always ride in vehicles which can seat six or more.
Can I pay for my ride with cash?
You can! If you’d like to create an account and pay with cash, or use cash to start paying for your rides, you can purchase a prepaid debit card and add it to the Billing Section of the app.
Please note, a valid card, whether credit, debit,or pre-paid (with funds available) must be on your account at all times in order for your account to remain active and able to book rides.
How do I pay for Via with my commuter benefits debit card?
If you’re new to Via and creating an account for the first time, you can enter the details of your commuter benefits card directly into the credit card info screen when you sign up.
If you’re already a Via pro, you’ll need to head to the "Billing" section of the app. If you already have a card on file, you can add your commuter benefits card by selecting the "Add Card" feature.
You can select which card you want to use at any given time by marking it right on the "Billing" page, with the blue dot next to the credit card.
Please note, members using commuter benefits debit cards always ride in vehicles seating six or more.
How do I cancel a ride?
After a ride has been booked, you can cancel it by selecting the "Cancel Ride" option, at the bottom of your phone screen.
Please note that sometimes the "Cancel Ride" button will be hidden on the screen in order to give you more space to view the map. If this is the case, you can find the button again by pressing the grey line on the bottom of your screen just above the vehicle license plate number and description.
Our policy is that for any rides cancelled more than 1 minute after booking Via reserves the right to charge a $1.50 cancellation fee. This is due to the fact that as soon as a request enters the system, the car assigned will be rerouted to accommodate the pick up, so it can end up adding a slight detour to not just the driver but also the existing passengers in the vehicle. However, if a cancellation occurs because the current ETA is more than 5 minutes greater than the original ETA that was quoted at the time of booking, the system will automatically waive the cancellation fee as we understand that in these situations our members need to be able to make the most informed decision about their ride. We are also happy to waive the cancellation fee in the event of an emergency or an unforeseen situation.
How do I book a ride?
Download our free app (available on iPhone and Android), sign up for Via, and book a ride in three super-easy steps:
STEP 1: Move the map until the blue marker is at your desired pick-up location and press "Set Pickup." You can also manually type your address in the search bar and select the correct one from the drop down.
STEP 2: Move the map until the orange marker is at your desired drop-off location and press "Set Dropoff." You can also manually type your address in the search bar and select the correct one from the drop down. Via will check for available vehicles and connect you with the best vehicle for your ride.
STEP 3: Review the ride offer in the proposal screen (you may receive several proposals with different ETAs and different ride options). Select the one that works best for you and press "Book This Ride." All the details, including exact pick up location (remember it may not be where you booked) and information on the car picking you up, will then be displayed.
Sweet! You’ve just booked a Via ride.
Can I book a ride over the phone?
Booking a ride with the Via app is the easiest (and quickest) way to ride. But if you don’t have access to a smartphone, don’t fret! You can call our Live Phone Booking line at 817-784-7382 and a support agent will be happy to help you set up an account or, if you already have an account, get where you need to go.
Where do I wait for my Via?
After you book a ride, the app will display the pick-up location where the vehicle will meet you.
As we are a corner-to-corner service, your actual pick-up spot may differ from where you asked to be picked up. It’s usually the corner closest to the pick-up location you requested, but you may be asked to walk a few blocks. Sometimes, the app will give you the address or business name at your pick-up spot to help you find it. Either way, the exact pick up location will always be displayed in the app.
Make sure you’re at the pick-up spot when the vehicle arrives! The app will count down the minutes to your vehicle’s arrival, and we’ll send you a text when the vehicle is two minutes away and again when it arrives. For assistance, you can reply to that text, or call us at 817-784-7382, and our Live Support team will help out. Additionally, you can contact the driver partner at any time directly through the app by pressing the small green phone icon located on the right, at the bottom of the screen.
Remember: Via is a community, and you’re sharing your ride with other members. Keeping them waiting results in stink-eyes, and if you’re more than 60 seconds late, the vehicle will just have to leave. It hurts, but it’s the only way we can move everyone so quickly at such an incredible price.
Want to track your vehicle while you wait? In the app, zoom out from your pick-up spot or click the small compass icon in the bottom right, and you’ll be able to follow the vehicle on the map as it approaches.
How do I know when my Via will arrive?
After you set your Pickup and Drop-off in the app, we'll give you an estimated time until your Via arrives. When your car is 2 minutes away, we'll send you a text message to let you know that your ride is getting close. When your car arrives, we'll send you another text to let you know!
How much does a ride cost?
- Rides in Arlington cost between $3 - $5 per ride, depending on distance. Rides to/from the CentrePort TRE station are always $3.
- Any +1s in your party will cost the same additional amount as your ride, between $3 - $5.
- Cancellations and No Shows are charged a $1.50 fee.
My driver was great! How do I let them know?
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 tip through the app.
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 e-mailing us here and we’ll put you in touch with your driver to track it down! Please note, unclaimed items will be donated after 30 days.
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 "Forgot your password?"
On this screen enter your phone number and press "Send"
Once you receive the password by text, you can go back into the app and log in with the password we sent you. Once logged in, you can change the password to one of your liking.
Click on the "Menu" icon in the top left and then on your user profile (where your name and number are displayed) - this will take you to edit your profile. Click on the "Password" field:
On this screen you will enter the current password (the one from the text message), and then enter a new password of your choice - then click "Save."
If you need further assistance, don't hesitate to e-mail us here.
I am not receiving my temporary password!
We’re sorry for the hassle! Please email us via the contact form here and we can reset your password for you manually.
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 here.
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 phone (Settings - Privacy - Location Services), and that should bring you back to dry land STAT!
Can service animals or pets ride with me?
Service animals must always be welcome to ride without restriction. Driver Partners have a legal obligation to provide service to riders with service animals. If you are a rider traveling with a service animal and wish to report any issue you experience related to your service animal, please contact Via support.
Riders traveling with pets that are not service animals should keep their pets in an airline-approved carrier to use the service.
I am a wheelchair passenger. Do you have vehicles that can accommodate me?
Yes! If you need a wheelchair accessible vehicle, please make sure to toggle on the "Wheelchair Accessible" option in your account profile. You will then be matched with a wheelchair accessible vehicle for your ride.
The Four Rules of Via
Since Via is a shared service we ask all members to obey our Four Simple Rules.
Be ready and waiting
Get to your pickup corner before your Via-cle arrives.
Avoid phone calls
Limit phone calls to emergencies or quick logistics during shared rides.
Don't eat or drink
Help us keep the Via-cles clean.
Treat your fellow members and drivers with respect.
Can my child ride with Via?
Children are welcome in Via-cles! We strongly encourage all parents to bring a car seat or booster seat where appropriate. Please note that all children, regardless of age, must be marked as an additional passenger when booking your ride. This requirement is due to vehicle capacity restrictions based on number of passengers.
Please note, each rider must be at least 13 years old to ride alone in a Via.
Can I smoke or use an electronic cigarette in my Via?
Smoking of any kind is prohibited in your Via-cle. This includes e-cigarettes, vaporizers, or "smokeless" cigarettes.
Can I eat in the vehicle?
We know that you are guys and gals on the go, but please help us keep our Via-cles clean and fresh and avoid bringing food and drink in our cars.
If spills occur, we'll have to charge you a cleaning fee!