How it looks
The app opens but stops at one of three places: the verification code never arrives, the map cannot place your pickup, or the payment screen refuses the method you add. A fourth case is an app that will not open at all.
Check first
- Check that the phone has signal or Wi-Fi. Open a web page to be sure.
- Check that the app is up to date in the App Store or Google Play.
- Close the app fully and open it again.
Causes and fixes
| Cause | How to confirm | Fix | Who |
|---|---|---|---|
| Wrong mobile number entered | The number shown on the code screen is not yours | Go back, correct the number, tap Resend code | You |
| The phone cannot receive the code | No signal, or a foreign number without roaming | Move to where you have signal, or turn roaming on, then tap Resend code. Check with GuyWay operations for the channel the code arrives on | You |
| The code expired | The app says the code is invalid | Request a new code and enter it straight away | You |
| Location services are off | The map opens somewhere else and the pickup pin does not follow you | Turn on location for the GuyWay app in the phone settings | You |
| Location is imprecise indoors | The pin sits a street away | Drag the pin to where you will stand, or type the address | You |
| Pickup outside the service area | No fare is shown and the app says the area is not served | Choose a pickup inside the area, see Where GuyWay operates | You |
| Card refused | The bank blocks online or foreign charges | Call the bank, or add another card, MMG, Apple Pay or Google Pay | You, your bank |
| MMG not linked | The MMG prompt does not appear | Check that your MMG account is active and on the same number | You, MMG |
| A previous payment is still pending | The booking button is greyed out | Open the ride under Trips and tap Retry | You |
| Account disabled | Sign-in says the account is not permitted | Message +592 655-7775 | GuyWay support |
| The app crashes on opening | It closes before the home screen | Update it, or delete and reinstall. You will need a new code to sign in | You |
If it is still wrong
Message WhatsApp at +592 655-7775, 24 hours a day, or email support@guyway.gy. Say what the screen shows, the phone model, the time it happened in Georgetown time, and the mobile number on the account. Support answers WhatsApp at once and email within 24 hours.
Related: Create your account, Payment methods, Book a ride now