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What can we help you with?

How do I book a RIDE?

Download the free Via app (available on iPhone and Android), sign up for Via, and book a RIDE to or from any location in the service zone in a few super easy steps. 

STEP 1 [Setting Pick Up]: Move the map until the blue marker is at your desired pickup location, or enter your pickup address and press "Confirm my Location." You can also manually type your address in the search bar and select the correct one from the drop down.


STEP 2 [Setting Drop Off]: Move the map until the orange marker is at your desired drop off location and press "Set My Destination." We will check for available vehicles and connect you with the best vehicle for your RIDE.


STEP 3 [Booking RIDE]: Review the RIDE offer in the proposal screen (you may receive several proposals with different ETAs). Select the one that works best for you and press "Book This Ride." All the details, including exact pick up location and information on the car picking you up, will then be displayed.


Don't have a smartphone? Call Via live support at 252-595-5357 to book a RIDE over the phone. Please be prepared to provide the phone number tied to your account, your pick up address, and your drop off address.

What are the points of interest in the app?

These are locations Via believes will be popular origins and destinations for RIDEs. Select them to easily choose where you need to go to or from!

Where do I wait for my RIDE?

After you book a RIDE, the app will display the pickup location where the vehicle will meet you. Via is a corner-to-corner service, so we’ll pick you up and drop you off at a nearby corner! 

Make sure you’re at the pickup 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 or call our Live Support team at 252-595-5357 - we can always help! Additionally, you can contact the Driver Partner at any time directly through the app by pressing the small blue phone icon located on the right, at the bottom of the screen. Your phone number will always be masked before you are connected with the driver. 

Remember: Via is a community, and you’re sharing your RIDE with other members. Keeping them waiting results in delays for the whole community, and if you’re more than 2 minutes late, the vehicle will have to leave.

Want to track your vehicle while you wait? In the app, zoom out from your pickup 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 vehicle will arrive?

After you set your Pickup and Dropoff in the app, we'll give you an estimated time until your vehicle 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 RIDE arrives, we'll send you another text to let you know!

How much does a RIDE cost?

Standard RIDEs will be $2.50. Cardholders of Wilson Transit Disabled and Senior IDs must call support at 252-595-5357 to have existing transit discounts applied to their accounts.

Can I bring my friends and family with me in a RIDE?

Yes! +1s will each cost $1.00 instead of the standard $1.50. Children under 8 years old ride free, but be sure to count them in your total passenger number at booking!

What do RIDE vehicles look like?

The best way to identify your RIDE is by checking the license plate number displayed in your app and in the text messages you receive from us. Additionally, our vehicles will be wrapped in Wilson colors and have the RIDE logo clearly displayed. Just check to make sure the license plate number matches and you're all set to board!

How do I know which car is mine?

When you book your vehicle, we'll list the information about the car coming to pick you up directly in the ride screen. This will include the license plate number as well as the make and model of car.

When the vehicle is approaching, we'll send you a quick reminder text with this information (as well as the pick up spot). Once the vehicle has arrived, you'll receive another text and a "Your Via is here" notice in your app.

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 252-595-5357 and an agent will assist you.

How do I cancel a RIDE?

After a RIDE has been booked, you can cancel it by selecting the "Cancel Ride" option, at the bottom of your phone screen. If your RIDE is already on the way, you may be charged a $1.00 cancellation fee.

Please note that sometimes the "Cancel Ride" button will be hidden on the screen in order to give you more space to view the map. You can find the button again by pressing the grey line on the bottom of your screen just above the vehicle license plate number.

I am a wheelchair passenger. Do you have vehicles that can accommodate me?

Yes! If you need a wheelchair accessible vehicle, please make sure to toggle on the "Wheelchair Accessible" option in your account profile. If you don't have a smartphone and require assistance with creating your account, you can let our Live Support team know you need a wheelchair accessible vehicle at that time. You will then be matched with a wheelchair accessible vehicle for your RIDE.

How do I use my ride credit? 

Ride credit can be used to pay for rides. You can always select the “Ride Credit” menu option to see how much value you still have in your account or you can ask one of our Live Support Agents when booking.


Can't find what you're looking for?

Contact Via Support