How it looks
The app opens but Go online is greyed out, the map shows you in the wrong place, offers stop arriving, or the sign-in code never comes. The car itself is unaffected: it drives, and the key card works, whatever the app is doing.
Check first
- Check the signal bars and mobile data. The app needs data to receive offers and to report your position.
- Check that location permission is set to Always for GuyWay Driver and that the phone's location service is on.
- Close the app fully and open it again. Then check Home: it shows your car, its charge and your online state.
Causes and fixes
| Cause | How to confirm | Fix | Who |
|---|---|---|---|
| No mobile data | No offers, map does not move, spinner on Home | Move to a spot with signal, toggle flight mode off and on | You |
| Location permission off | Map shows the hub or the last known place | Phone settings, GuyWay Driver, Location, Always | You |
| GPS drift near tall buildings | Marker jumps or sits on the wrong street | Wait a minute in the open; the car's own position is what dispatch uses, not the phone's | You |
| No car assigned | Home shows no car | Handover not confirmed. Ask the hub attendant to record it | Hub attendant |
| Platform access suspended | Go online greyed, banner on Home | A document expired, or a standard was breached. Renew the document, or call ops | You, then ops |
| Car not reporting | Charge or position on Home older than 10 minutes | The car has no signal or is asleep. Drive to open ground; press the brake to wake it | You |
| Car immobilised | Red banner on Home, car does not drive | Call ops. See the immobilisation rules | Ops admin |
| Sign-in code not received | Code never arrives | Check the number, wait 60 seconds, tap Resend code. A foreign number works; a landline does not | You |
| Wrong number on file | Code goes to another phone | Ask ops to update the number; bring ID to the hub | Ops |
| Old app version | Buttons missing, screens differ from this help | Update GuyWay Driver from the App Store or Google Play | You |
| Phone clock wrong | Sign-in fails, offers show odd times | Set the phone to automatic date and time | You |
When the signal goes
The app is built to be used where the signal is not. Anything you do while it is gone is saved on the phone and sent the moment it comes back: going online or offline, On my way, I have arrived, Start the trip, Complete the ride, a no-show, a stop, a charge and an SOS.
| What you see | What it means |
|---|---|
| A red bar reading No signal | The phone cannot reach GuyWay. Keep driving; keep tapping the steps |
| No signal. 2 changes waiting to send | Two things you did are saved on the phone |
| Sending 2 changes | The signal is back and the app is catching up |
| Saved on this phone. It reaches GuyWay the moment you have a signal | On a completed ride. The ride is not lost |
A completed ride is never lost to a dead cell. It is held on the phone, survives the app being closed and reopened, and is sent in order when the signal returns. If a saved change is refused when it finally reaches GuyWay, the app tells you which one and why.
An SOS is the exception worth repeating: if it cannot be sent, the app says so and tells you to call +592 655-7775 now, or 911 if you are in danger. Never wait for the bar to clear in an emergency.
If it is still wrong
Send a WhatsApp message to +592 655-7775 with your driver id, the car code, the time and a screenshot. The line answers 24 hours a day. For anything that is not urgent, email support@guyway.gy and expect a reply within 24 hours.
Note do not uninstall the app while you hold a car. Your session and your handover photos are on the phone until they have been uploaded.
Related: Go online and receive offers, When a car can be immobilised, Notifications and quiet hours