Do this when the driver needs help finding you, or when you need to tell them something before the ride starts.
Before you start. A driver must have accepted the ride. The call and the message go through GuyWay's numbers, so neither of you sees the other's real mobile number.
Steps
- Open the ride screen.
- Tap the driver's name, or tap Message driver.
- Type your message and tap send. Keep it to what the driver needs: where you are standing, a landmark, a gate number.
- To speak instead, tap the microphone, say what you need, then tap Send. A voice note is at most 60 seconds.
- To call, use the call option on the ride screen. The driver sees a GuyWay number, not yours.
What happens next
The driver's app shows your message or your voice note. The driver may be driving, so allow a moment for a reply. Messages are kept on the ride so the desk can read them if there is a dispute. A voice note is kept for 30 days and is then deleted; only you and the driver on that ride can play it.
The link closes 15 minutes after the ride ends. After that the driver cannot reach you and you cannot reach the driver. Anything left behind goes through support, see Lost item.
Note Drivers are not allowed to keep your contact details or to offer rides outside the app. Report any such offer on WhatsApp at +592 655-7775.
If something goes wrong
| Problem | Likely cause | Fix |
|---|---|---|
| The call does not connect | No signal on one side | Send a message instead, or wait and try again |
| The driver does not answer | The driver is driving | Send a message with your exact position |
| I need to reach the driver after the ride | The link closes when the ride ends | Message +592 655-7775 or write to support@guyway.gy with the ride reference from your receipt |
| The driver called from a personal number | Against GuyWay rules | Report it on WhatsApp at +592 655-7775 |
| The microphone does nothing | The phone refused the permission, or the browser cannot record | Type the message instead; the text box never goes away |
| My voice note was refused | Longer than 60 seconds, or larger than 1 MB | Record a shorter one, or type the message |
| Sending is refused for a moment | More than 12 messages in a minute from one side | Wait a moment and send again |
Related: The pickup PIN, Share your trip, Lost item