Jersey City

Jersey City, NJ

What can we help you with?

What safety protocols has Via implemented?

At Via, we're more focused than ever on making your next ride as safe and worry-free as possible. Here are a few of the important safety measures we’ve put in place:

Capacity is key: We're limiting vehicle capacity in accordance with local guidelines.
Mask up: We ask that riders and drivers wear a mask or face covering while on board.
Squeaky clean: We’re making EPA-approved cleaning supplies available to drivers for frequent wipedowns of the entire interior, with extra focus on surfaces we all touch. We’re also helping install plastic partitions between drivers and riders.
Feeling good: Before you book, confirm you’re not exhibiting COVID-19 like symptoms with our in-app Wellness Check. Our drivers all do the same.

Do I have to wear a mask to take a Via?

Masks aren't required but highly encouraged, so think of your mask as your favorite new accessory, the one you can’t leave the house without.

Are shared rides available in my city?

Rides are shared, but we limit vehicle capacity in accordance with local guidelines to ensure there will be plenty of space available between you and other passengers.

How can I report concerns about COVID-19 protocol in my ride?

We're listening. If you have pressing concerns during your ride, reach out to our support agents in the app using Live Chat. For more general questions or concerns, email us at support-jerseycity@ridewithvia.com or leave feedback after your ride. Our team is trained and ready to help.

What's Via's policy regarding in-vehicle partitions?

We've installed partitions between the driver and passengers in all vehicles.

How is Via handling contact tracing?

A big part of safety during these times is knowing when you’ve been exposed so that you can responsibly help stop the spread. If a local health department contacts us regarding an individual who has tested positive, we will work to provide them with the appropriate information for the purpose of aiding contact tracing efforts and in accordance with our Privacy Policy.

What is Via Jersey City?

Via Jersey City is an on-demand, dynamically routed, mobile-app powered shuttle service in partnership with Jersey City, NJ. The service is open to all residents, workers, and visitors to Jersey City, and will get you from Point A to Point B anywhere in the service zone (rides that begin and end in the Downtown/Journal Square area are restricted).

Where does Via Jersey City operate?

Via operates in Jersey City, NJ

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When is Via Jersey City’s service available?

Service hours in Jersey City are Monday-Friday: 6am-10pm ET

Who is the service available to in Jersey City?

Via Jersey City is available to all residents, workers, and visitors to Jersey City.

Is wheelchair service available?

Yes! If you require wheelchair service, follow these steps:

    • Go to your app menu.
    • Tap on your name to go to your Account Details.
    • Toggle on ‘Wheelchair accessibility.’ That way, Via Jersey City will book you in a wheelchair accessible vehicle moving forward. You only need to do this once.

If you’d prefer to request your rides over the phone, you can call us at  201 514 6637 and let us know that you need a wheelchair accessible vehicle for all future ride bookings.

How do I contact Via Jersey City?

To contact us, you can either call (201)514-6637 or send us a message at our rider support email support-jerseycity@ridewithvia.com

How do I get the Via app?

To download the app, search ‘Via’ in your App Store for iPhone or in Google Play for Android.

How do I create an account?

You can either download our app or call our booking line (201)514-6637 to create a new account. 

For phone bookings, we can set up an account for you, and we’ll need:

  • Name
  • Phone number
  • Email address 
  • Payment method (credit or debit card)

For app bookings:

  • Download the Via app through the App Store for iOS (Apple) devices, or through the Google Play Store for Android devices. Create an account by entering your name, phone number, email address, and payment method.

How do I book a ride?

You can book a ride through your app, which can be found in the App Store for iPhone or Google Play store for Android. You can also book your ride over the phone by calling us at  201 514 6637 

To book a ride through the app:

  • Open your app and put in your pickup location, followed by your destination.
  • Next, once you’ve tapped ‘Set Your Destination,’ you’ll see proposal options and you can select the one you’d like to choose with “Book This Ride.’
  • Once booked, you’ll see an ETA and where your driver is in relation to you as you wait to be picked up.

How do I add an additional rider to my ride?

When you request your pickup location, you’ll see an icon on the location pin that says ‘1 Passenger +.’ Tap the “+” sign to add passengers to your booking.

How far will I have to walk to find my ride?

As we’re a corner-to-corner service, most of the time you’ll walk a few blocks at most to meet your driver at a nearby corner.

How can I check how far away my driver is?

If you don’t have the Via app and you book your vehicle over the phone, the booking agent will let you know your driver’s ETA once the ride is confirmed. If you can’t find your driver or want an updated ETA, give us a call and we can help you get in touch with them. 

If you have the Via app, once you’ve requested your ride, you’ll see an image of your vehicle and its current location in the app. The app will also let you know an estimate of how far away the car is from your pickup. You can always go back into the app to see an updated ETA.

I put in the wrong destination, is it possible for me to change it while on my ride?

Unfortunately, it isn’t possible to change your destination when you’re already on a ride. If you need to change your destination, your driver will have to end your ride and you will have to go back into the app or call us on our booking line to book another ride to the correct destination.

By following the routing, drivers ensure the quality of every passenger’s service.

How do I know which vehicle to look for?

In Jersey City, all vehicles in our service are Mercedes Metris vans or Electric Kia Niros – they all have signage that says Jersey City On-Demand. When you book a ride, whether over the phone or in the Via app, you’ll be notified of your driver’s license plate number.

How do I get in contact with my driver if I can’t find them?

Once your driver is nearby, you’ll see a phone icon on your app screen with the Driver Partner's name. You can tap on the icon and our app will connect you with your driver to help you find them.

What should I do if my car was in an accident?

Call 911 immediately to report the accident.

I left something in my car, how can I get it back?

We’ve all been there, and we feel for ya! As soon as you realize an item is missing, contact us at (201)514-6228 and we can help you get in touch with your driver to retrieve it.

I can’t login to my Via Jersey City app. What do I do?

If you’re having trouble logging into your Via Jersey City app: 

    • First, try restarting your app by exiting the app and logging back in.
    • Second, try updating your app by deleting the app and reinstalling it. 

Still not working? Contact us at (201)514-6228 and we can help!

I forgot my password, how can I retrieve it?

Don’t worry! Resetting your password is easy. 

    • Tap the ‘Forgot your password?’ link in your login screen in the app.
    • Follow the directions to provide your phone number.
    • Lookout for a text with instructions to reset your password.

Why did I get charged a No Show fee?

A No Show fee is charged when you were 2 or more minutes late to your pickup, as this delays your driver from picking up and dropping off other passengers along the way. The No Show fee in Jersey City is $1.50.

Why did I get charged a Cancelation fee?

A Cancelation fee is charged when you canceled your ride after booking, as your driver was already on their way to you and this affected the routing of other riders. The Cancelation fee in Jersey City is $1.50.

How can I setup or change my payment method?

Setting up your payment method is easy. 

  • For phone bookings, you can call us at (201)514-6228 to set up your account and include a payment method.
  • For app bookings, once you create an account you will be prompted for your payment method. You can use either debit or credit card to pay for service.

If you want to change your payment method:

  • Go to your Settings and click Payment Methods. 
  • Click on ‘+ Add a new payment method’ to add one, or
  • Click on your previous payment method to edit your card.

Zero Tolerance Policy

Via has a strict Zero Tolerance Policy. We do not tolerate the use of controlled dangerous substances, drugs, or alcohol by drivers on the Via service platform nor do we tolerate inappropriate behavior by drivers towards passengers. If you believe that your driver may be under the influence of or impaired by controlled dangerous substances, drugs, or alcohol, if your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or if your driver engages in conduct which could be considered unlawful or illegal, please ask the driver to terminate the trip immediately.  If you feel that you are in imminent danger, please contact the police directly by calling 911. After the ride has concluded, please provide feedback using the Via App, reply to the text message confirmation of your ride, or email us here to report the issue.

Anti-Discrimination Policy

Via does not tolerate discrimination of any kind against members or our Driver Partners on the basis of destination, race, color, national origin, religious belief or affiliation, gender, sex, any physical, mental, or other disability, age, gender identity, or sexual orientation. Additionally, Via does not tolerate discrimination of any kind against service animals. Members or driver partners who violate Via’s Anti-Discrimination Policies may lose access to the Via platform. If you believe that you have been subject to discrimination by a Via member or driver partner, please provide feedback in the review function of the Via App, reply to the text message confirmation of your ride, or email us here.

Can children ride with Via Jersey City?

Children under the age of 13 must be accompanied by a parent or guardian in order to ride with Via.

How old must children be to have their own account and ride without an adult?

Minors between the ages of 13 and 18 can have their own member accounts and ride with Via unaccompanied, but they must have consent from their parent or guardian.

Can I bring a pet with me in my ride?

Unfortunately, we do not allow pets on board at this time, with the exception of service animals. Service animals are allowed in our vehicles.

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