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What can we help you with?

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 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 Via Support and we’ll put you in touch with your driver to track it down.

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 the pencil icon - this will take you to edit your profile.Click on "Edit Password"

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 via the contact form here, and we can reset your password for you manually.

I had an issue with a ride. how do 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 this site 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 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 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 text mid-ride, 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 text so we can assist right away!

Why didn't I receive my referral credit yet?

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.

Why don't I always get picked up and dropped off exactly whereI 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, 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!

Where can I see my past rides and purchases?

You can view any past rides and purchases right in your app under "Menu" - "History."

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.

Why did I get charged a No Show fee?

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 quick text message to our Live Support Team by replying to the text message we sent you about your vehicle's arrival.

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

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 here so we can look into what went wrong. 
 

If your app is indicating that you were picked up, please text our Live Support Team directly by replying to any message we have sent you, so we can cancel that ride and make sure you are able to re-book.

The app isn't recognizing my pickup location.

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.

Why do I see "Braintree" on my credit card statement?

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.

Why is my account inactive? 

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! 

Common reasons your bank might decline a transaction are:
- An incorrect credit card number or expiration date
- Insufficient funds in your account
- The bank's fraud rules blocked the transaction

Please double check your default card information is correct and up to date. If you are still having trouble, we recommend contacting your bank for more details. 

I am not receiving the SMS to verify my account!

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.

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