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What can we help you with?

How to contact ViaVan

We’re here to help and you can contact us 24 hours a day, 7 days a week.

For real time support for live rides you can text or call us at +447479273020. 
 
For all other enquiries you can email us directly from the Help Center of your ViaVan app. 

In an emergency, you should call 999 or 101 for non-emergency situations that require help from the police.

My driver was great! How can I thank them?

Our driver partners are the butter to our bread. Simply put, they’re the best! If you had a great experience with a driver, please let us know by filling out the feedback screen after your ride or by leaving a tip through the app.

How do I retrieve something I left in a ViaVan?

We’ve all been there, and we feel for ya! As soon as you realize an item is missing, please let us know by e-mailing us here, and we’ll put you in touch with your driver to track it down! Please note, unclaimed items will be donated after 30 days.

How do I reset my password?

When logging in, first make sure you are using the exact e-mail address that you used to open your ViaVan account. To reset your password, first open the app and select "Log me in." In the password box, press "Forgot your password?"

On this screen enter your phone number and press "Send"

Once you receive the password by text, you can go back into the app and log in with the password we sent you. Once logged in, you can change the password to one of your liking.

Click on the "Menu" icon in the top left and then the pencil icon - this will take you to edit your profile. Click on "Edit Password"

On this screen you will enter the current password (the one from the text message), and then enter a new password of your choice - then click "Save."

If you need further assistance, don't hesitate to e-mail us here!

I'm not receiving my temporary password!

We’re sorry for the hassle! Please email us here and we can reset your password for you manually.

I had an issue with my ride. How can I let you know?

Oh dear! We’re sorry to hear that there was a problem with your ride. Please let us know what went wrong either by filling out the feedback screen in the app after your ride or by emailing us here

Why is my place pin in the middle of the water?

We’re not quite ready to pilot ViaVan’s shared submarine service, so your map definitely shouldn’t be defaulting to a strange location. Please make sure that Location Services are enabled for the ViaVan app on your phone (Settings - Privacy - Location Services), and that should bring you back to dry land STAT!

 

Can I change my destination once I'm in the car?

We get it - mistakes happen, plans change, and sometimes the destination where you booked to is no longer the destination you need to get to.
 
While we aim to please on every ride, in the event that a change would delay another passenger in the car or awaiting pick up, we can't accommodate requests for changes to drop-offs. You can always shoot us a text mid-ride, and we'll certainly try our best to accommodate your situation. If you haven't gotten on board yet, just cancel the ride and re-book with the new destination!
 
Note: If you've booked a private ride and need to change your destination, please let us know by text so we can assist right away!

Why don't I always get picked up or dropped off exactly where I request?

As ViaVan is a shared corner-to-corner service, we ask all our members to help contribute to the efficiency of the system by heading to a nearby corner - within a couple of blocks - for their pick up and drop off, whether you’re sharing a ride or booking a Private ViaVan. This is how we are able to pick up multiple passengers without adding a significant amount of time to each rider’s journey. It saves you time, and at our low rates, it saves you money!

Where can I see my past rides and purchases?

You can view any past rides and purchases right in your app under "Menu" - "History."

My driver left without me!

Oh no - we're sorry we didn't get you on board!

If you were marked as a "No Show" and you still need a ride, please re-book directly in your app, and send an email here so we can look into what went wrong.

If your app is indicating that you were picked up, please text our Live Support Team directly by replying to any message we have sent you, so we can cancel that ride and make sure you are able to re-book.

Oops, I forgot to press +1!

Not to worry! Just send a quick text to our Live Support Team by replying to any text message you receive from us, and we'll adjust it for you right away. Keep in mind, this may impact the cost of your ride.

 

Why did I get charged a No Show fee?

ViaVan is a shared service, so to keep things fair to the members already on board, our driver partners will wait about 1 minute for each rider. At that point, we'll try to get in touch with you, but if after a minute you're not at the car, we'll have to move on and you may be assessed a £3 fee.

If you ever have trouble locating your ride, you can contact the driver partner directly through the app by pressing the small green phone icon located on the right, at the bottom of the screen. You can also send a quick text message to our Live Support Team by replying to the text message we sent you about your vehicle's arrival. 

We'll do our best to get you on board!

Why didn't I receive my referral credit yet?

First of all, thank you for helping to spread the word about ViaVan! If you haven’t received any Ride Credit yet, check with the member you referred to make sure they signed up with your personal promo code. If they forgot to enter it, they can enter it later on by going into the "Menu" - "Promo Codes" section of the app.

If they’ve entered your code, it may be that they haven’t completed a ride yet. Ride Credit is only granted once the new rider completes their first ride, so get them in a ViaVan ASAP!

If both those things check out and you still haven’t received any Ride Credit*, please shoot us an email here and we’ll take a peek.

*Up to a maximum of £150 of Ride Credit per ViaVan account. ViaVan reserves the right to expire referral Ride Credit at its discretion.

**Terms of Use: The intended purpose of ViaVan referral codes is to be shared with friends, family, and on personal social media networks only with individuals known personally to the referring rider. Posting referral codes on commercial websites or coupon aggregator websites, including (but not limited to) RetailMeNot, Born to Coupon and CouponMate is strictly prohibited and will result in referral credit being revoked at ViaVan’s discretion, and ViaVan reserves the right to charge individuals for any rides paid for with referral credit obtained through the creation of new accounts created by that same individual. Using a ViaVan referral code to refer new accounts created by one same individual is also strictly prohibited and will also result in referral credit being revoked at ViaVan’s discretion. ViaVan reserves the right to prevent referrals from being completed, and to revoke any referral credit obtained, when the ViaVan system determines that accounts are likely to have been created by the same individual (e.g. if the system identifies certain overlapping data/information between the accounts). In addition, ViaVan reserves the right to revoke any referral credit likely to have been obtained for referrals of fraudulent accounts (including accounts set up with false personal or payment information), as determined by the ViaVan system. ViaVan reserves the right to change any codes which it determines have been compromised and remove individuals from its referral program at its discretion.

ViaVan referral credit is granted for use in ViaVan’s operating zone at the time the credit is granted. As ViaVan’s operating zone changes, ViaVan reserves the right to change the way in which ViaVan credit may be used. All credit granted prior to 1st December 2018 may be used for rides within Zone 1 and Zone 2 only. ViaVan reserves the right to allow existing credit to apply to areas outside of Zone 1 and Zone 2 subject to any conditions and restrictions it may impose in its sole discretion. ViaVan reserves the right to control the amount of credit that a rider is permitted to use on any individual ride. All referral credit has an expiry date of 30 days. This means that  ViaVan has the right to revoke any referral credit that has not been used more than 30 days. Starting on 1st January 2019, a maximum amount of £4 per ride may be redeemed from referral credit.

The app isn't recognizing my pickup location!

When you book a ride, our system will generally propose a pickup location within two blocks or an avenue away. If the app is moving your pick up just a little ways away, that’s just our system working its magic.

Is your pick up being moved to nowhere near where you want it? Try using the place pins! These are the easiest and most precise way to set your pick up and drop off in the ViaVan app. Simply drag the map around until the blue pickup icon is at your desired spot, and then select "Set Pick Up."

Why do I see "Braintree" on my credit card statement?

While most charges from ViaVan will appear on your bank statement as "ViaVan," your charge card's bank will ultimately determine exactly how the charge appears on a statement.

ViaVan uses Braintree, an online payment processor owned by PayPal, to process transactions. Numerous other businesses use Braintree as well, but the name of the store or merchant charging you will appear on your statement once the transaction is finalized by your bank, typically within 7 days.

You can find more information directly through Braintree here: https://www.braintreepayments.com/charge

If you have any questions about charges on your card you believe come from ViaVan
, please contact us here

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