What can we help you with?

These days, a safe ride means so much more than simply arriving at your destination without incident. We're going long on safety to make certain that the next ride you take is as safe and worry-free as possible.

Here are a few confidence-boosting measures we’ve put in place: 

• We’re using in-app wellness checks to make sure riders and drivers are symptom-free and ready to ride before they get going — please stay home if you have either been diagnosed with COVID-19, think you’re exhibiting symptoms, or have been in contact with someone who has recently tested positive.
• While we manage vehicle capacity in accordance with local guidelines, we’d love your help — please avoid sitting in the seat immediately adjacent to the driver. Always enter through the rear doors, and in vehicles with automatic doors, please wait for the driver to open and close the door to avoid touching the handles. 
• Everyone on board will be required to wear a mask or face covering, so think of your mask as your favorite new accessory, the one you can’t leave the house without. If you forget it, your driver can refuse to pick you up. 
• We’re increasing the frequency of professional vehicle cleanings and are making EPA-approved cleaning supplies available to drivers and advising them to perform frequent and thorough wipedowns of the entire interior, with extra focus on common surfaces. We’re also installing plastic partitions in all vehicles.

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

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.

Yes! If you just lost the item, be sure to make a note of your car plate number and/or driver’s name. Contact Via Support using the Help Center in the Via app. If the driver found your item, Via Support will help coordinate its return.

Nope! You just won’t be able to receive notifications when your ride arrives, so you’ll have to be ready and waiting near your pickup. You may also want to text Via Live Support to request an ETA for your vehicle.

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

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.

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

We’re sorry for the hassle! Please email us via the contact form here, and we can reset your password for you manually.

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

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 this site here.

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

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!

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

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 would delay another passenger in the car or awaiting pick up, we can't accommodate requests for changes to drop-offs. You can always shoot us a chat (by clicking "Get Help" here: https://via.app.link), and we'll certainly try our best to accommodate your situation. If you haven't gotten on board yet, just cancel the ride and re-book with the new destination!

Note: If you've booked a private ride and need to change your destination, please let us know by sending a chat so we can assist right away!

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

First of all, thank you for helping to spread the word about Via! If you haven’t received any Ride Credit yet, check with the member you referred to make sure they signed up with your personal promo code. If they forgot to enter it, they can enter it later on by going into the "Menu" - "Promo Codes" section of the app.

If they’ve entered your code, it may be that they haven’t completed a ride yet. Ride Credit is only granted once the new rider completes their first ride, so get them in a Via ASAP!

If both those things check out and you still haven’t received any Ride Credit, please shoot us an email here and we’ll take a peek.

**Terms of Use: The intended purpose of Via referral codes is to be shared with friends, family, and on personal social media networks only with individuals known personally to the referring rider. Posting referral codes on commercial websites or coupon aggregator websites, including (but not limited to) RetailMeNot, Born to Coupon and CouponMate is strictly prohibited and will result in referral credit being revoked at Via's discretion. Using a Via referral code to refer new accounts created by one same individual is also strictly prohibited and will also result in referral credit being revoked at Via's discretion. In addition, Via reserves the right to revoke any referral credit obtained for referrals of fraudulent accounts (including accounts set up with false personal or payment information), as determined by the Via system. Via reserves the right to change any codes which it determines have been compromised and issue a replacement code.

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

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, whether you’re sharing a ride or booking a private Via-cle. This is how we are able to pick up multiple passengers without adding a significant amount of time to each rider’s journey. It saves you time, and at our low rates, it saves you money!

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

Not to worry! Just send a chat (by clicking "Get Help" here: https://via.app.link) to our Live Support Team, and we'll adjust it for you right away. Keep in mind, this may impact the cost of your ride.

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

Via is a shared service, so to keep things fair to the members already on board, our driver partners will wait about 1 minute for each rider. At that point, we'll try to get in touch with you, but if after a minute you're not at the car, we'll have to move on and you may be assessed a $3 "No Show" fee.

If you ever have trouble locating your ride, you can give your driver a call using the green phone icon in the app. You can also send a chat to our Live Support team by clicking "Get Help" here: https://via.app.link.

We'll do our best to get you on board!

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

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 here so we can look into what went wrong. 
 

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

When you book a ride, our system will generally propose a pickup location within two blocks or an avenue away. If the app is moving your pick up just a little ways away, that’s just our system working its magic.

Is your pick up being moved to nowhere near where you want it? Try using the place pins! These are the easiest and most precise way to set your pick up and drop off in the Via app. Simply drag the map around until the blue pickup icon is at your desired spot, and then select "Set Pick Up.

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

While most charges from Via will appear on your bank statement as "Via" or "Via Via," your charge card's bank will ultimately determine exactly how the charge appears on a statement.

Via uses Braintree, an online payment processor owned by PayPal, to process transactions. Numerous other businesses use Braintree as well, but the name of the store or merchant charging you will appear on your statement once the transaction is finalized by your bank, typically within 7 days.

You can find more information directly through Braintree here:https://www.braintreepayments.com/charge

If you have any questions about charges on your card you believe come from Via, please contact us here.

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

In order to book a ride with Via, we require a valid and active credit card as the default payment method on your account. If you are receiving a message that your account is inactive, it means we weren't able to successfully validate the default credit card on your account. This means that your card issuing bank has declined your last transaction or our validation check. Major bummer! 

In light of the current situation, we’re temporarily suspending our Via Chicago service. We hope you’re staying healthy and safe.

We are so sorry for the trouble there! For our member’s security, we require that all users verify their phone number in order to create an account with Via. If you are attempting to sign up and are not receiving the SMS verification code first head back to the sign-up screen and be sure to check your full phone number including the country code to ensure it matches the current device you are using to sign up. If you are still experiencing any troubles with sign up please reach out to us here.