Do this when you feel unsafe or need urgent help during a ride. In immediate danger, call 911 first.
Before you start. Hold SOS is on the map from the moment you book until the ride ends.
Steps
- Press Hold SOS on the map and keep holding for one second. There is no confirmation step.
- Read the panel that opens. It confirms that the GuyWay team has your alarm and shows the car and your ticket number.
- Tap Call 911 if you are in danger, or Call operations to reach GuyWay on +592 655-7775.
What happens next
| Who | What they get |
|---|---|
| GuyWay operations | A critical ticket with your ride, the car, the driver and the positions of your phone and the car. The desk's phones are rung, then rung again at intervals |
| Your trusted contacts | A text with a link to follow the car, valid for 12 hours or until GuyWay closes the alarm |
| Your driver | Nothing. The driver is not told |
If the alarm has not reached GuyWay, the panel says so and the app keeps trying. Call 911 or +592 655-7775 while it does.
Note For a fare, a lost item or anything that is not urgent, use Help on the Account tab so the alarm line stays clear.
Other safety controls
The Safety button on the ride screen opens Share trip, Trusted contacts, Call 911, Report a safety issue and Rider guidelines.
If something goes wrong
| Problem | Likely cause | Fix |
|---|---|---|
| Hold SOS is not shown | The ride has ended | Call 911 or +592 655-7775 |
| I held it by mistake | The alarm is sent | Answer GuyWay's call and say so. The ticket is closed with a note |
| No emergency contact was texted | You have no trusted contact | Add one, see Share your trip and trusted contacts |
Related: Share your trip and trusted contacts, Off-route alerts, The pickup PIN