You sign in to GuyWay with your mobile number and a six digit code, so a SIM that is lost, stolen, swapped to another network or simply dead is the one thing that can lock you out. Your rides, your GuyWay credit and your saved places belong to your account, not to the SIM, and none of it is lost while you cannot sign in.
There are three ways back. Try them in this order.
1. You are still signed in somewhere
The fastest way, and the only one that needs nobody at GuyWay. A GuyWay session lasts thirty days, so if your handset is still in your hand and only the SIM has changed, you are still signed in.
- Open the app and go to Account.
- Under Your number, tap Change my number.
- Type the new number and tap Send a code to that number.
- Type the code and tap Move my account.
Everything moves with the account. Every other device you were signed in on is signed out, and a message goes to the old number saying the account has moved, which is what protects you if somebody else is holding it.
2. You signed in with Google or Apple
If you ever linked one, sign in with it from the sign-in screen, then follow the steps above to put your new number on the account.
3. Neither of those: ask GuyWay
Call or message operations on +592 655-7775, or WhatsApp the same number. Have your new number with you.
We will ask you two things about the account. They are things you know because it is yours, and they are not your name, because your name is not proof of anything.
- The last four digits of a card or wallet saved on your account
- Where one of your last few rides ended
- The date one of them happened
- The email address on the account, or the name of a place you saved
Two of them have to match, and at least one has to be from the first three. The person at the desk does not read your account back to you: you say it, they type it, and the system says whether it matches. That is deliberate, because an account that can be talked out of GuyWay by anybody who knows your name is worse than no way back at all.
Usually it is done while you are on the telephone, and you sign in on the new number a moment later.
What happens when an account moves
| What | What happens |
|---|---|
| Your rides, receipts and saved places | Move with the account. Nothing is lost |
| Your GuyWay credit | Moves with the account |
| Your saved cards | Removed. Add your card again on the new phone |
| Other devices | All signed out |
| The old number | Gets one message saying the account has moved |
The cards are removed on purpose. It means that even if somebody else talked their way into your account, they cannot spend on your card, and it costs you three taps to add it again.
If somebody moved your account and it was not you
You will get a message on your old number the moment it happens. Call +592 655-7775 straight away. A move can be put back for thirty days, as long as nobody else has registered your old number since.
A number that used to belong to somebody else
If your number was reissued to you by your operator, the app may show you an account that is not yours. Tell it so: on the Account screen, answer No, start me fresh. You get a clean account, and the previous owner keeps everything of theirs.
Note GuyWay will never ask you for your six digit sign-in code. Nobody at GuyWay needs it, and anybody who asks for it is not from GuyWay.