How do I contact Via?
Please contact us during live service hours at (619) 731-0710 for any Los Angeles service-related inquiries. You can also contact us by email at email@example.com.
Our service hours are Monday-Friday, 6am-8pm.
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, 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. In LA, Via is a first mile, last mile service. That means that all trips will be to or from Metro stations within our zones of operation. As we are a corner-to-corner service, we’ll pick you up at a Metro station and then drop you off within a couple blocks of your requested destination, and vice versa. This helps us ensure that even with multiple pickups, trip times are comparable to a taxi.
Using our app for iPhone or Android, you can select your pick up and drop off, and we’ll do the rest.
When and where does Via operate?
Via currently operates in Los Angeles Mon-Fri from 6am to Midnight, providing trips to or from Metro stations in El Monte, Artesia, or North Hollywood within the Via service zones.
Here is a more detailed look at the coverage area around each station:
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 and has undergone drug testing. 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 the Via app available on?
Via’s app is available for both iPhone and Android. It’s free to download, so get riding today!
How many people will I share 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! Capacities range from 3-6 passengers per Via-cle.
I don't speak English. Is there someone I can speak with to book a ride or create my account?
Via offers live translation services. If you would like to book a ride, create an account over the phone, or contact our live customer support, please call us at (619) 731-0710 and we will connect you with the appropriate translator to help assist you.
I don't have a smartphone. Can I still create an account?
Yes, you can create an account over the phone. Please call our live support number at (619) 731-0710 and we will connect you with our PCI certified agents who will be able to take your credit, debit, or pre-paid card information over the phone and set up your account.
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, debit card, or pre-paid card number, followed by the expiration date, the security code, and the billing zip code. If you have a TAP or LIFE card, please enter it by clicking on the 'Redeem your promo code >>' option. This will unlock TAP and LIFE pricing for all future rides. If you were referred by a friend, you can also enter their personal promo code into the "Promo code" box by clicking on the 'Redeem your promo code >>' option.
Once all of this is completed, press "Join" and you’ll be ready to ride!
Don't have a smartphone on which to access the app? Don't worry! Just call our Live Support team at (619) 731-0710 during our operating hours, and we'll connect you with someone who can help!
Why does Via need my card number?
When you sign up for Via, we ask you for a credit card, debit card, or pre-paid card. You can use any credit/debit/pre-paid 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. Never 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.
How do referrals work at Via?
We get it, you’ve become addicted to our sweet, affordable rides and you can’t wait to shout it from the rooftops for all to hear! Head to the app "Menu" and select "Free Rides."
From here you can learn your personal promo code and share it directly with friends via text message, email, and social media.
For every friend who signs up with your personal promo code and completes their first ride, you will receive $3.50 in ride credit.* It’s our way of saying thanks for spreading the Via love!
*Up to a maximum of $50 in ride credit on a single Via account.
What is the ViaPass?
The ViaPass is especially designed for our most loyal commuters and makes Via more affordable than ever. To purchase a ViaPass, just open your app "Menu" and head to the section labeled "ViaPass."
The ViaPass in Los Angeles
A ViaPass costs $5, and it allows you to take up to 4 rides a day for a week. This includes rides anywhere within the Via service zones to or from participating Metro stations - El Monte, Artesia, and North Hollywood - during Via's operating days and hours.
Some things to remember:
- • The ViaPass is activated when you take your first ride*
- • Additional fees of $1 per passenger apply for +1s (additional passengers)
- • Cancellations and No Shows are charged at $1 each
- • Free and/or discounted rides are limited to a total of 4 per day
- • The ViaPass will expire exactly 7 days from the time of activation
- • The ViaPass is only valid for rides within our Los Angeles zones. If you’re using Via while in another Via city, you’ll need to buy extra Ride Credit or a local ViaPass.
*Terms & Conditions: The ViaPass is activated at the time you take your first ride, not at time of purchase, except when an election has been made to auto-renew a ViaPass, in which case activation of the new ViaPass will occur at the time of the expiration of the previously purchased ViaPass. Each ViaPass expires at the end of the stated validity period, to the minute of the activation time. Each individually purchased ViaPass is limited to a single user, account and device (i.e., multiple people cannot share a single ViaPass). ViaPass holders are prohibited from booking a ride on behalf of another person or party, and must be present in all bookings made with their ViaPass. Via reserves the right to deactivate any ViaPass it determines to be used in violation of these terms, with immediate effect, and without refunds. A ViaPass holder may book rides for his or her +1's, though additional fees apply. The ViaPass cannot be combined with other offers or promotions. Charges for cancellations and no-show fees will apply. Available while supplies last. Via reserves the right to cancel this offer or modify its terms at any time. Via does not guarantee the availability of rides.
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. Please note: All rides must be to or from a Metro stop within our zone, so you may see the zone shrink if you're booking a ride to the Metro station to ensure that you book correctly!
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 of 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.
Don't have a smartphone? Call Via live support at (619) 731-0710 to book a ride over the phone.
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.
If you are booking a ride from a Metro station in your zone, please look for signs for the designated Via pickup area. For pickups for rides going to Metro stations, you may be asked to walk a short distance to your pickup location.
As we are a corner-to-corner service, your actual pick-up spot - if you are traveling TO a Metro station - 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 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 pick up 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?
All riders ride for flat rates.
Registered Metro LIFE participants ride for free.
TAP card holders pay $1.75 per ride.
All other rides are $3.75.
Can I request a specific time for my pickup?
Nope. Via operates on-demand only. Just book a ride a few minutes before you need to leave, and we’ll connect you with a vehicle in real-time.
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.
How do I retrieve something 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 at firstname.lastname@example.org, 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'm not receiving my temporary password.
We’re sorry for the hassle! Please email us at email@example.com 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 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 I ride with my pet?
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 a service animal issue, 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.
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!
I was charged a cleaning/damage fee - what is this?
Our driver partners work hard to maintain their vehicles and take pride in their upkeep and cleanliness. In the event that the interior or exterior of the vehicle is damaged or dirtied as a result of intentional or negligent acts such as aggressive slamming of doors, vomiting, or pet accidents, a fee may be assessed and charged when applicable.
The exact amount charged will depend on the extent of the damage up to $250. Via will always notify members when such a charge is necessary.