Via FAQs

You are our most precious cargo, and we take safety very seriously. When you book a ride, we connect you with a vehicle operated by a trained and experienced driver who is covered by the required insurance. All driver partners undergo thorough criminal background checks before driving on the Via platform.

But the necessary insurance and licensing are no-brainers. We expect more! We want all Via vehicle drivers to be downright amazing, so don’t forget to leave feedback for your driver after each ride you’ll help us make sure only the best drivers get to drive for Via.

In NYC we operate 24/7 and you can ride anywhere in the 5 boroughs - Manhattan, Brooklyn, Queens, the Bronx, and Staten Island. You can also ride to and from LaGuardia, John F. Kennedy, and Newark International Airports.

When you sign up for Via, we ask you for a credit card, debit card, or pre-paid card. You can use any credit/debit/pre-paid card to pay for Via. Each time you take a ride or purchase Ride Credit, payment is simple and seamless we automatically charge your card on file. Never worry about cash, we’ve got you covered.

The best way to pay for Via is to buy Ride Credit in the app. Before you ride, go to the Menu screen in your app, choose "Ride Credit," and select how much you'd like to buy. Each time you take a ride, we'll simply deduct the cost of your ride from your remaining credit. If you ever run low on credit, we will deduct any remaining credit and charge the card on file directly for the remainder of your ride.

The ViaPass is especially designed for our most loyal commuters and makes Via more affordable than ever. To purchase a ViaPass, just open your app "Menu" and head to the section labeled "ViaPass."

(For details regarding the L Train ViaPass, click here. And for details regardingMyPass click here and for details regarding the SmartPass, click here.)

The ViaPass in NYC

1-week Manhattan 24/7 ViaPass $89 + tax

4-week Manhattan 24/7 ViaPass - $289 + tax

4- week Manhattan Commuter ViaPass - $239 + tax

Take up to four (4) shared rides per day within Manhattan capped at $12 per ride, all day every day with the Manhattan 24/7 ViaPass, or Monday-Friday between 6am-9pm with the Manhattan Commuter ViaPass.

Any other type of ride (including ViaExpress, rides to/from other boroughs, airport rides, and private rides) will be 20\% off. Discounts are available for as long as you have not exhausted your 4 daily rides, and count towards that maximum. Discounts may not be combined; maximum one discount per ride.

Some things to remember:

The ViaPass is activated when you take your first ride*

Additional fees apply for +1s (additional passengers)

Cancellations and No Shows are charged at $3 each

Free and/or discounted rides are limited to a total of 4 per day

The ViaPass is only valid for rides within NYC. If you’re using Via while in Chicago or DC, you’ll need to buy extra Ride Credit or a local ViaPass.

SharedTaxi rides are excluded from any ViaPass discounts

*Terms & Conditions: The ViaPass price includes a NYBlack Car Fund fee. The ViaPass is activated at the time you take your first ride, not at timeof purchase, except when an election has been made to auto-renew a ViaPass, in which case activation of the new ViaPass will occur at the time of the expiration of the previously purchased ViaPass. Each ViaPass expires at the end of the stated validity period, to the minute of the activation time. Each individually purchased ViaPass is limited to a single user, account anddevice (i.e., multiple people cannot share a single ViaPass). ViaPassholders are prohibited from booking a ride on behalf of another person or party, and must be present in all bookings made with their ViaPass. Via reserves the right to deactivate any ViaPass it determines to be used in violation of these terms, with immediate effect, and without refunds. A ViaPass holder may book rides for his or her +1's, though additional fees apply. The ViaPass cannot be combined with other offers or promotions. Charges for cancellations and no-show fees will apply. Available while supplies last. Via reserves the right to cancel this offer or modify its terms at any time. Via does not guarantee the availability of rides.As used herein, “Manhattan” excludesMarble Hill, Roosevelt Island, Randalls Island, and Ward Island.

Reminder: Your ViaPass will auto-renew by default. Once you've purchased a pass, you can adjust this by heading to "Menu" - "ViaPass" and clicking the small blue arrow at the bottom of the screen that says “Auto renew is activated.” You can then turn auto-renew on or off for the ViaPass

Please contact us during live service hours at (619) 731-0710 for any Los Angeles service-related inquiries. You can also contact us by email at [email protected].

Our service hours are Monday-Friday, 6am-8pm.

In order to book a ride with Via, we require a valid and active credit card as the default payment method on your account. If you are receiving a message that your account is inactive, it means we weren't able to successfully validate the default credit card on your account. This means that your card issuing bank has declined your last transaction or our validation check. Major bummer!

Common reasons your bank might decline a transaction are:

- An incorrect credit card number or expiration date

- Insufficient funds in your account

- The bank's fraud rules blocked the transaction

Please double check your default card information is correct and up to date. If you are still having trouble, we recommend contacting your bank for more details.

No, passengers cannot book rides in advance with the Via service. Just book a ride a few minutes before you need to leave, and we'll connect you with a vehicle in real-time.

Birmingham On-Demand is an on-demand transit system service in Birmingham, Alabama that takes multiple passengers heading in the same direction and books them into a shared vehicle. Think of Birmingham On-Demand as a bus that’s smart enough to come when you want it and where you want it. Using the Via app for iPhone or Android, you can select your pick up and drop off, and we’ll do the rest. You can also call 205-236-0768 and a member of our team can book a ride on your behalf.

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 using the form on this site or at [email protected].

If this is your first time using the app, you'll need to press "Sign Me Up" and create an account before you can log in and book a ride.Step One: Click on the "Sign Me Up" button in the home screen of the app.

Step Two: Enter the requested information on the first page of this screen. You can even add a photo if you like!

Step Three: Click Next to move to the second page. Input your credit card number, followed by the expiration date, the security code, and the billing zip code. If you were referred by a friend, you can enter their personal promo code into the "Promo code" box.

Once all of this is completed, press "Join" and you’ll be ready to ride!

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

here

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 on your user profile (where your name and number are displayed) - this will take you to edit your profile. Click on the "Password" field:

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 .

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 Via Support and we’ll put you in touch with your driver to track it down.

Please contact us during live service hours from Monday-Friday from 6am-8pm and Saturday from 9am-5pm at 669-201-1892 or by email at [email protected].

Please contact us during live service hours at 206-258-7739 or by email at

[email protected]

We operate Monday-Friday from 6am-8pm CT and Saturday from 10am-8pm CT.

The service zone is illustrated in the map below:

To contact Via, you can either call (385) 217-8191 or send us a message at our rider support email [email protected]. Via provides most customer support for the UTA On Demand service.

To contact UTA, call 801-RIDE UTA (743-3882) or send us a comment.

When you sign up for Via, we ask you for a credit card or debit card. You can use any credit/debit card or a pre-tax commuter benefits debit card to pay for Via. Each time you take a ride or purchase Ride Credit, payment is simple and seamless we automatically charge your card on file. Never worry about cash, we’ve got you covered.

The best way to pay for Via is to buy Ride Credit in the app. Before you ride, go to the Menu screen in your app, choose "Ride Credit," and select how much you'd like to buy. Each time you take a ride, we'll simply deduct the cost of your ride from your remaining credit. If you ever run low on credit, we will deduct any remaining credit and charge the card on file directly for the remainder of your ride.

You can also buy aViaPassunder "Menu" and "ViaPass."

Please note, we do not accept pre-paid debit cards.

Via services trips to, from, and between LaGuardia, John F. Kennedy, and Newark International Airports in New York City.

Your fare will be based on how far you go, when you ride, and the number of +1s in your party. Most importantly, you’ll always see a guaranteed, low price for your ride just check your app before you book.

Note: Fares are subject to applicable taxes and tolls. The cost of tolls will be distributed between the booking parties on board. ViaPass discounts may apply. There are no additional costs for +1s on private rides, however if you’re traveling with a large group of 5 or more that requires a larger vehicle, you may be charged a bit extra.

Via Airport Tips:

TSA lines are brutal: Be sure to leave plenty of travel time and factor in time for check in and security.

Moving to Guam with all your worldly possessions? Don’t forget baggage space is also shared in your Via. If you have a large number of items, we suggest booking a private ride.

Thought you were in Terminal 1, realized you’re actually in Terminal 3? No sweat! When you book from the airport you’ll get a text with your driver’s number so you can call to coordinate.

We get it, you’ve become addicted to our sweet, affordable rides and you can’t wait to shout it from the rooftops for all to hear! Head to the app "Menu" and select "Free Rides."

From here you can learn your personal promo code and share it directly with friends via text message, email, and social media.

For every friend who signs up with your personal promo code and completes their first ride, you will receive $3.50 in ride credit.* It’s our way of saying thanks for spreading the Via love!

*Up to a maximum of $50 in ride credit on a single Via account.

**Terms of Use: The intended purpose of Via 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 Via's discretion, and Via 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 Via 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 Via's discretion. Via reserves the right to prevent referrals from being completed, and to revoke any referral credit obtained, when the Via 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, Via 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 Via system. Via reserves the right to change any codes which it determines have been compromised and remove individuals from its referral program at its discretion.Via reserves the right to make system-wide changes to its referral and ride credit programs for any reason, including by altering the way in which any and all riders can earn or retain ride credits and the way in which ride credits can be redeemed.Your continued use of the Via service means you accept any changes to Via's referral and/or ride credit programs.

When you create a Via account, we need to confirm your credit or debit card is valid, so you may see a $1 pre-authorization charge on your card. That charge is immediately voided, so don’t worry, you are never actually charged, and the $1 is never deducted from your account!

If this is the first time you are booking with a new card you may see an authorization in the amount of your requested ride. Rest assured, if you opted not to book the ride this hold will be removed from your account in 3-7 business days depending on your bank or credit card company's processing times.

You can! If you’d like to create an account and pay with cash, or use cash to start paying for your rides, you can purchase a prepaid debit card and add it to the Billing Section of the app.

Please note, a valid card, whether credit, debit,or pre-paid (with funds available) must be on your account at all times in order for your account to remain active and able to book rides.

We operate Monday-Friday from 8am-5pm and Saturday-Sunday from 9am-12pm.

These zones are illustrated in the map below:

When you request your pickup location, you’ll see an icon on the location pin that says ‘1 Passenger +.’ Tap the “+” sign to add passengers to your booking.

Via has a strict "No Weapons" policy. This means that if any driver partner or member possesses a weapon in a Via (including a firearm, a knife or another type of weapon), regardless of whether possession of such a weapon is legal or whether they have a lawful permit for that weapon, they will be removed from the service.

Help us make our shared community safer for all members and driver partners by refraining from bringing weapons of any kind when you ride with Via.

Via reserves sole judgment on what constitutes a "weapon." If you observed a weapon in a Via, please contact us here immediately.

Not to worry! Just send a quick chat(by clicking "Get Help" here: https://via.app.link) to our Live Support Team, and we'll adjust it for you right away. Keep in mind, this may impact the cost of your ride.

We use Braintree as our third party payment processor. Braintree is a Payment Card Industry Data Security Standard ("PCI DSS") compliant service provider. We do not store full payment card numbers and we process card information in compliance with PCI DSS as a merchant.

Minors between the ages of 13 and 18 can have their own member accounts and ride with Via unaccompanied, but they must have consent from their parent or guardian

Yes. Like standard UTA services, UTA On Demand fares are transferable to and from other modes like TRAX and FrontRunner. Please note that due to the on demand nature of the pilot service, transfers are not allowed between two consecutive UTA On Demand trips.

Via offers door-to-door service for passengers who require a wheelchair-accessible vehicle, as well as for all passengers connecting to UTA paratransit trips. All other riders are provided with corner-to-corner service.

ViaExpress is designed for trips where a more direct route, especially one that follows the highway, can cut down your travel time significantly. You won’t see ViaExpress on every ride, but any time our wicked smart algorithm finds a ViaExpress route, we’ll show you that option in the app.

Pricing for a ViaExpress ride will follow our dynamic pricing model, and you'll always see the rate in your app before you book. ViaExpress is that sweet spot of fast and affordable rides!

Note: You may still make one other pick up and multiple drop-offs on ViaExpress rides (so there may be other riders already in your vehicle when you get in). To ride alone, you may book a private ride. ViaPass discounts may apply. ViaExpress is only available in NYC.

Please contact us during live service hours from Monday-Friday from 6am-8pm CT and Saturday from 10am-8pm CT at 205-236-0768 or by email at [email protected].

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

A Cancelation fee is charged when you canceled your ride after booking, as your driver was already on their way to you and this affected the routing of other riders. The Cancelation fee in Salt Lake is $1.

All rides cost $2.50 flat! Discounted one-way rides cost $1.25 for seniors (65+) and persons with disabilities.

Like all standard UTA services, UTA On Demand fares are transferable to and from other modes like TRAX and FrontRunner. Please note that due to the on demand nature of the pilot service, transfers are not allowed between two consecutive UTA On Demand trips.

Discount eligible riders can reach out directly to UTA to receive a code that will permanently unlock discounted pricing for all trips on the Via UTA On-Demand service. They can reach the UTA Customer Service Department at (801) 743-3882

You are our most precious cargo, and we take safety very seriously. When you book a ride, we connect you with a vehicle operated by a trained and experienced driver who is covered by the required insurance. All driver partners undergo thorough background checks before driving on the Birmingham On-Demand platform.

But the necessary insurance and licensing are no-brainers. We expect more! We want all Birmingham On-Demand drivers to be downright amazing, so don’t forget to leave feedback for your driver after each ride you’ll help us make sure only the best drivers get to drive for Birmingham On-Demand.

Download the Via app to access Birmingham On-Demand. The Via app is available for both iPhone and Android. It’s free to download, so get riding today!

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 send a chat(by clicking "Get Help" here: https://via.app.link) 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 sending us a chat so we can assist right away!

Via operates in southern Salt Lake County as shown in the map below:

NewMo is a service in Newton, Massachusetts that launching in partnership between Via and the City of Newton. NewMo serves the senior community of Newton and is a curb-to-curb service.

Booking a ride with the Via app is the easiest (and quickest) way to ride. But if you don’t have access to a smartphone, don’t fret! You can call our Live Phone Booking line at 817-784-7382 and a support agent will be happy to help you set up an account or, if you already have an account, get where you need to go.

Don’t worry! Resetting your password is easy:

Tap the ‘Forgot your password?’ link in your login screen in the app.

Follow the directions to provide your phone number.

Look out for a text with instructions to reset your password.

As a discount-eligible rider, you can reach out directly to UTA to receive a code that will permanently unlock discounted pricing for all trips on the Via UTA On-Demand service. You can reach the UTA Customer Service Department at (801) 743-3882.

Yes! Visit the Newton Senior Center and provide $25 in cash or check to receive a voucher code. Enter the voucher code directly into the app above. If you don’t have a smartphone, no problem! One of our representatives will help you sign up over the phone using your voucher code.

Some Via trips in Chicago are Transportation Network Provider (TNP) trips. TNPs facilitate rides between passengers and private drivers using their own personal vehicles. Each TNP is required to maintain an insurance policy providing a minimum of $1,000,000 per-incident coverage for accidents involving vehicles and drivers while they are providing TNP services.

To report a concern or problem with a TNP trip, you can email Via Support or reply to your receipt. You may also register a complaint or concern with the City of Chicago by calling 311 (local) or 312-744-5000 (non-local), or by emailing [email protected].

Chicago TNP Insurance Certificates are displayed below.

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 using the form on this site here.

Via operates 24 hours a day, 7 days a week anywhere in Washington, DC, Arlington County, Alexandria, VA, and to and from Dulles (IAD) and Reagan National (DCA) airports

Children under the age of 13 must be accompanied by a parent or guardian in order to ride with Via. We strongly encourage all parents to bring a car seat or booster seat where appropriate.

We are so glad to see that you've been enjoying our sweet, affordable Via rides!

We recently made some changes to the way Via Ride Credits are used, and you can now use up to $2 in free Ride Credit for each ride you take. If your ride costs more than $2, we will just deduct the $2 from your free Ride Credit and charge the remainder to your credit card or purchased Ride Credit on file.

These changes will impact the existing referral, promotional, or other complementary Ride Credits you have with Via. They are driven by a need to address misuse of our previous referral credit program and keep the rides affordable for all of our members. We encourage you to take full advantage of your credits and hope you will continue to ride with us!

*Up to a maximum of $150 of Ride Credit per Via account at any given time.

**Terms of Use: The intended purpose of Via 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 Via's discretion, and Via 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 Via 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 Via's discretion. Via reserves the right to prevent referrals from being completed, and to revoke any referral credit obtained, when the Via 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, Via 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 Via system. Via reserves the right to change any codes which it determines have been compromised and remove individuals from its referral program at its discretion.Via reserves the right to make systemwide changes to its referral and ride credit programs for any reason, including by altering the way in which any and all riders can earn or retain ride credits and the way in which ride credits can be redeemed.Your continued use of the Via service means you accept any changes to Via's referral and/or ride credit programs.

As Via 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 aprivate Via-cle. 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!

Your Via is a shared space, and as such we ask everyone to limit any personal items to a single piece of luggage or a reasonably sized bag. Think of it this way - if the passenger who showed up before you had the same sized item and the car was at full capacity, would your item fit as well? If the answer is no, then we can't guarantee we'll be able to take you and your bag on board.

Musical Instruments:

If your instrument is the size of a piece of hand luggage that you might keep under your seat on an airplane (think, the size of a purse or a briefcase, a viola, violin or clarinet) then you may keep it with you in the vehicle provided that it doesn’t impede the driver partner or infringe on the personal space of other passengers. If you have a larger instrument, like a cello or a saxophone or a guitar, then the above luggage policy applies and the driver partner will try to accommodate it on a space available basis. If you require that the large instrument sit next to you, we suggest booking a private ride, subject to the driver partner's ability to accommodate the instrument safely in the cabin of the car.

Note: If you're heading to or from the airport and have larger pieces of luggage, you can send usa chat(by clicking "Get Help" here: https://via.app.link), and we can double check that your driver partner is able to accommodate. If you require guaranteed luggage space, we suggest booking aprivate ride.