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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.

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 losangelesriders@ridewithvia.com, 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?"

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On this screen enter your phone number and press "Send"

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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:

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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."

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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 losangelesriders@ridewithvia.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 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!

Why don’t I always get picked up or dropped off exactly where I request?

We at Via are a "corner to corner" service rather than a "door to door" service.

As Via is a shared service, we ask our members to help contribute to the efficiency of the service by walking to a nearby corner where traffic flows in the direction the vehicle is heading for their pick up and drop offs. This can also mean sometimes walking a block or two to your desired pick up or drop off cross street. This creates the efficiencies that allow us to pick up multiple passengers (which keeps our fares at our affordable rates) without adding a significant amount of time to the trip duration!

Where can I see my past rides and purchases?

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

 

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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.

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