How it looks
GO will not take you online, offers stop arriving, the map shows you in the wrong place, 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 send your position.
- Check that notifications and location are allowed for GuyWay Driver, and that the phone's location is on.
- Close the app fully and open it again. Then check Home.
Causes and fixes
| Cause | How to confirm | Fix | Who |
|---|---|---|---|
| Something left to do | GO reads Finish these; Home lists Things to do first | Tap each item: scan, sign, confirm or add your photo | You |
| Walk round owed | GO reads Photos first | Tap GO and walk round the car | You |
| Notifications off | "Turn on notifications to go online" | Tap Open settings, then turn on notifications | You |
| Location off | "Allow location to go online" | Allow location in the phone's settings | You |
| The phone put the app to sleep | Offers stop while you are online; on Android, Keep GuyWay running may open by itself | Follow the steps under Account and data, Keep GuyWay running | You |
| No mobile data | A red bar reads "No signal" | Move to a spot with signal | You |
| GPS drift near buildings | The marker jumps or sits on the wrong street | Move into the open and wait a minute | You |
| Car not reporting | "The car has not reported for" a number of minutes | Drive to open ground, or press the brake to wake it | You |
| Car immobilised | "This car is immobilised" on Home | Call operations. See When a car can be immobilised | Operations |
| Access paused | A notice card on Home | Read the card. See If your access is paused or your record is closed | Operations |
| Code not received | The code screen counts down | Check the number and the country, then tap Send a new code when the countdown ends. At most 5 codes an hour. A code lasts 5 minutes | You |
| Old app version | Buttons differ from this help | Update GuyWay Driver from the App Store or Google Play. When the menu says an update is ready, tap it to restart | You |
When the signal goes
Anything you do while the signal is gone is saved on the phone and sent the moment it returns: going online or offline, every ride step, a no-show, a charge, a statement question, a notification setting, an SOS and a declined offer. Saved items are kept for 12 hours.
An accept is never saved for later. If it does not reach GuyWay, the app checks: "Your accept did not reach GuyWay. The offer is still open: tap Accept again", or tells you the offer has closed.
| What you see | What it means |
|---|---|
| "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 |
| "GuyWay is not answering" | The phone has a signal but GuyWay did not answer. Your steps are saved |
| "Sign in again to send what is waiting." | Your session ended. Sign in, and the saved items go |
A completed ride is never lost to a dead cell. The final fare is checked from the route when you are back online.
For an SOS with no signal, the app 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 name, the car code, the time and a screenshot. Rides, SOS and urgent ride problems are handled 24/7; other messages get a reply within 4 hours between 08:00 and 22:00, or the next morning. For anything that is not urgent, email support@guyway.gy. In an emergency, hold SOS or call 911.
Related: Go online and receive offers, Account and data settings, Notifications and quiet hours