Do this when you feel unsafe during a ride, or after an accident.
Before you start. The SOS button is on the ride screen during every ride. Pressing it is never wrong. For a medical emergency, a fire or a crime in progress, call 911 first.
Steps for SOS
- Hold SOS for two seconds. It is on the ride screen over the map, and under Account, Safety and notifications at any other time.
- The app sends your position, the car and the ride to the operations desk at once and shows you the ticket number.
- Answer the call from ops. They call you first, then the rider if needed, then 911 if the situation needs it.
- Follow the instructions ops gives you. Stay on the line if you can.
- Tap I am safe when the situation is over, or tell ops.
Steps after an accident
- Stop the car in a safe place and switch on the hazard lights.
- Check on the rider and anyone else involved. Call 911 if anyone is hurt.
- Take photos of every vehicle, the plates, the road and any injuries.
- Send the photos and the ride number to WhatsApp +592 655-7775.
- Report the accident in the app with Report a problem on the ride.
- Do not admit fault to anyone at the scene.
- Wait for ops before you drive the car again. The insurer's approval is needed to keep driving after an accident.
What happens next
An SOS opens a critical ticket for ops. A red strip shows on every operations screen until the ticket is resolved, so nobody misses it. The target first response is 15 minutes, and in practice ops calls within a minute or two. The ticket carries the car, the ride, your position and the time.
After an accident, the team opens a damage case. See Damage, the excess and the waiver for what you may owe. You owe nothing when you are not at fault.
If something goes wrong
| Problem | Likely cause | Fix |
|---|---|---|
| SOS did not send | No signal | The alarm is saved on the phone and sent when the signal returns. Call +592 655-7775 now, or 911 if you are in danger |
| Ops does not call back | No signal | Call 911 if in danger; otherwise call +592 655-7775 |
| I pressed SOS by mistake | Accident of the thumb | Answer the call and say so. The ticket is closed with a note; nothing is held against you |
| The rider is intoxicated or threatening | Safety | Refuse the ride or end it in a safe place. Press SOS if threatened |
Related: The pickup PIN, Driver standards, Damage, the excess and the waiver