How it looks
The code never arrives, the map cannot place your pickup, a payment method is refused, or a bar says there is no signal.
Check first
- Check that the phone has signal or Wi-Fi.
- Update the app 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 number | The number on the code screen is not yours | Tap Use another number | You |
| The code went by WhatsApp to a number without it | The screen says the code went by WhatsApp | Wait for Resend code by text, or tap Send by text message | You |
| The code expired | This code has expired | Tap Send a new code | You |
| Location is off for GuyWay | The map says Position is off for GuyWay | Tap Settings on that card and allow location | You |
| Location is imprecise | The pin is a street away | Tap Adjust on map and move the pin | You |
| Pickup outside the area | The app says GuyWay does not go there yet | See Where GuyWay operates | You |
| Card refused | That card was not accepted | Call your bank, or add another method in the Wallet | You, your bank |
| Money owed from an earlier ride | You have GYD ... unpaid | Tap Pay now | You |
| No signal or GuyWay not answering | No signal or GuyWay is not answering | Wait, or tap Book on WhatsApp | You |
| Notifications missing | Blocked in your phone's settings under Notifications | Allow notifications for GuyWay in the phone's settings | You |
| The app closes on opening | It shuts before the Home tab | Update it, or delete and reinstall. Sign in again with a code | You |
If it is still wrong
Tap Help on the Account tab and Message us on WhatsApp, or write to us there. If you cannot sign in, call or message +592 655-7775. Say what the screen shows, your phone model and the time it happened.
Related: Create your account, Payment methods, Your account and settings