Do this when you feel unsafe or need urgent help during a ride.
Before you start. SOS is on the ride screen from the moment a driver accepts until the ride ends. It reaches GuyWay operations 24 hours a day. In an immediate danger to life, call 911 first, then press SOS.
Steps
- Open the ride screen.
- Press and hold SOS.
- Confirm when the app asks.
- Keep your phone with you and answer when GuyWay calls.
- Tell the person who answers where you are and what is happening.
What happens next
The alert opens a critical ticket at GuyWay operations at once, with your ride, the car and the position of the car. The alert shows on every operations screen until it is resolved. An operator calls you within 15 minutes at the latest, and usually at once. If you cannot answer, the operator calls the driver, and calls 911 when the situation needs it.
The operator records what happened and what was done. The ticket stays open until it is resolved, and you can ask for the record afterwards at support@guyway.gy.
Warning SOS is not a way to contact support about a fare or a lost item. Use WhatsApp at +592 655-7775 for those, so the emergency line stays clear.
If something goes wrong
| Problem | Likely cause | Fix |
|---|---|---|
| SOS is not shown | The ride has not started or has ended | Call +592 655-7775 or 911 |
| Nobody has called back | Your phone has no signal, or the number on file is wrong | Move to where you have signal. Call +592 655-7775 |
| I pressed it by mistake | The ticket is open | Answer the operator's call and say so. The ticket is closed with a note |
| The driver saw the alert | The driver's app also carries SOS and the desk may call the driver | This is expected. The operator decides whom to call first |
Related: Share your trip, Off-route alerts, Report a problem or dispute a fare