You sign in with your mobile number and a six-digit code, so a lost, stolen or dead SIM can lock you out. Your rides, your GuyWay Credit and your saved places belong to the account, not to the SIM.
Try these in order.
1. You are still signed in
A session lasts 30 days, or until 14 days without use. If the app still opens on your phone:
- Open the Account tab, then Settings.
- Tap Phone number. Change your number under Edit profile opens the same place.
- Type the new number under New mobile number and tap Send a code to that number.
- Type the code and tap Move my account.
Your rides, credit, saved cards and places move with the account. Every other device is signed out, links to Apple, Google or Facebook are removed, and the old number gets a message saying the account has moved.
2. You linked Apple, Google or Facebook
Sign in with it from the sign-in screen. GuyWay then asks for a mobile number: enter the new one.
3. Ask GuyWay
On the sign-in screen, tap Help, then I no longer have my number. Call +592 655-7775 or message the same number on WhatsApp, with your new number ready.
GuyWay asks you for two facts about the account, and at least one must come from the first three:
- The last four digits of a card saved on the account
- Where one of your last five rides ended
- The date of one of those rides
- The email address on the account, or the name of a place you saved
You say the answer and the desk types it; the desk never reads your account back to you.
What happens when GuyWay moves an account
| What | What happens |
|---|---|
| Rides, receipts, credit and saved places | Move with the account |
| Saved cards | Removed. Add your card again on the new phone |
| Other devices and Apple, Google or Facebook links | Signed out and removed |
| The old number and the email on file | Each gets a message that the account has moved |
If someone moved your account and it was not you
Call +592 655-7775 at once. A move can be undone for 30 days, unless the old number has since been taken by another account in use.
A number that used to belong to someone else
If your operator gave you a number that was on GuyWay before, the top of Settings may ask whether the account is yours. Tap No, start me fresh. You get a new account, and the previous holder keeps theirs.
Note GuyWay never asks for your six-digit sign-in code.
Related: Create your account, Your account and settings