Do this when a line on your statement looks wrong: a ride missing, a fare short, a charge you do not recognise, a km figure you dispute.
Before you start. You have 30 days from the statement date to raise a line. Have the statement month, the line and, for a ride, the ride number.
Steps
- Open GuyWay Driver, go to Earnings and pick the month.
- Tap the line you want to raise. Question this line opens under it.
- Pick the reason: Ride missing, Fare wrong, Charge not recognised, Km disputed or Other.
- Write what you expected and why. Send a photo on WhatsApp to +592 655-7775 with the ticket number if one helps, for example a receipt or a handover photo.
- Tap Send. The app shows a ticket number. The ticket carries the statement line itself, so the team reads the same row you are looking at.
- Send an email to support@guyway.gy with the ticket number if you prefer a written trail.
What happens next
The query opens a ticket for the team. Someone replies within 5 business days with either a correction or an explanation. A correction appears as an adjustment line on the next statement, with the reason, and the net balance changes accordingly. The disputed amount is not deducted twice, and the rest of the statement is settled as usual.
For a km dispute, the team reads the drive rows behind the figure. Every drive is read from the car with its start, end, km and charge levels, and a drive with a gap in the car's reporting is flagged so that the row can be discussed on its facts.
If something goes wrong
| Problem | Likely cause | Fix |
|---|---|---|
| No reply after 5 business days | Ticket not picked up | Send a WhatsApp message to +592 655-7775 with the ticket number |
| The line is older than 30 days | Missed the window | Raise it anyway; the team reviews it, but the window is the rule |
| The app has no Question this line button | Older app version | Update the app, or email support@guyway.gy with the month and the line |
| The correction is not on the next statement | Adjustment posted to a later month | Check the ticket reply for the month it lands in |
Related: Your monthly statement, Published charges, Personal use of the car