Do this when you no longer want a GuyWay account. It happens in the app and it does not need anybody at GuyWay to approve it.
Before you start. Settle any pending payment first; an account with an unpaid fare cannot be closed, and the app will say so rather than letting you get part way. If you want a copy of your rides, take it first with Download my data on the same screen: once the account is closed it cannot be sent to you, because there is no longer an account to send it to.
Steps
- Open Account.
- Tap Delete account. The screen opens out and shows exactly what is erased and what is kept.
- Read it. It is the same list as the one further down this page, drawn from the same source, so the two can never drift apart.
- Type
DELETEin the box to confirm. - Tap the button that closes the account.
What happens next
It is immediate. The account cannot sign in from that moment, every phone signed in to it is signed out, the saved ways to pay are destroyed, and your mobile number is free to register again as a new account.
If the app refuses, it says why in a sentence rather than a code. There are only two reasons: a ride is running, or a fare is unpaid.
What is kept, and for how long
| Data | Kept | Why |
|---|---|---|
| Ride records: date, pickup, drop-off, fare, receipt | Up to 8 years | Tax and limitation periods in Guyana |
| Support tickets and their outcome | With the ride they concern | The record of a dispute |
| A safety report you made about somebody | With the ticket the desk opened | A pattern of reports about one person is the evidence that matters, and a record the subject could erase would protect nobody. Your own copy in the app goes |
| Name and mobile number on retired rides | Removed. The ride keeps its time, its two ends, its distance and its fare, and stops resolving to a person | A journey is evidence for a fare; it does not need to know who you were |
| Saved payment methods | Destroyed at closure | GuyWay never held your card number, only a token belonging to the payment provider |
| Favourite places, including Home and Work | Removed at closure | No longer needed |
| Emergency contacts | Removed at closure | They never installed GuyWay and never agreed to anything |
| Promo credit | Lost at closure | Credit is not refundable |
Note A retired account is never reused. A new sign-up with the same number is a new account with no history. If you signed in with Google or Apple, the link to them goes too, and signing in with the same button afterwards starts a new account.
If something goes wrong
| Problem | Likely cause | Fix |
|---|---|---|
| The button says the account cannot be deleted yet | A ride is running, or a fare is unpaid | Finish the ride or settle the fare, then try again. The screen names which one it is |
| Nothing happens when I tap the button | The word in the box is not DELETE | It must be those six letters, in capitals |
| I changed my mind | The account is closed | Sign up again. The old rides stay retired and no longer belong to anybody |
| A charge arrived after closure | A fee or a disputed fare from before closure | Write to support@guyway.gy with the ride reference |
| I wanted a copy of my data and I have already closed the account | The export is a control on the account screen and the account is gone | It cannot be recovered. Take the export before closing |
Related: Receipts, Payment methods, Report a problem or dispute a fare