Do this at every pickup, before anyone gets in.
Before you start. You have tapped Arrived. The rider's app shows a four-digit PIN for this ride. Your app shows a field to enter it.
Steps
- Greet the rider by the first name shown in the app.
- Ask the rider for the PIN shown in their app.
- Enter the four digits in Enter pickup PIN.
- Tap Confirm. The app shows a green tick and the ride screen changes to Start trip.
- Let the rider in and tap Start trip.
What happens next
The ride moves to in progress on the platform. The rider's app shows the route and the estimated arrival. The PIN proves to the rider that you are their driver, and to you that this is the person who booked.
The PIN is never the car's PIN to Drive. The car's PIN is set by GuyWay and you never need it.
If something goes wrong
| Problem | Likely cause | Fix |
|---|---|---|
| The PIN does not match | The person is not the rider, or the rider read another ride's PIN | Ask the rider to open the ride in their app and read the PIN again. If it still fails, do not start the trip. Call the rider through the app |
| The rider has no PIN | The ride was booked for them by someone else | Ask for the booker's name and phone; the PIN was sent to the booker. Ops can read it on the console |
| My app has no PIN field | The app has not refreshed | Close and reopen the ride screen |
| The rider refuses to give the PIN | Not the rider, or a misunderstanding | Explain that the PIN protects them. Without it, record a no-show after 5 minutes |
Warning never start a trip without a matching PIN. A trip without one is not covered as a platform ride.
Related: Go online and receive offers, Cancel a ride or record a no-show, SOS and incidents