App problems
Cannot go online, no offers, no signal, the sign-in code, and what the app saves while the signal is gone.
How it looks
GO will not take you online, offers stop arriving, the map shows you in the wrong place, or the sign-in code never comes. The car itself is unaffected: it drives and the key card works, whatever the app is doing.
Check first
- Check the signal bars and mobile data. The app needs data to receive offers and to send your position.
- Check that notifications and location are allowed for GuyWay Driver, and that the phone's location is on.
- Close the app fully and open it again. Then check Home.
Causes and fixes
| Cause | How to confirm | Fix | Who |
|---|---|---|---|
| Something left to do | GO reads Finish these; Home lists Things to do first | Tap each item: scan, sign, confirm or add your photo | You |
| Walk round owed | GO reads Photos first | Tap GO and walk round the car | You |
| Notifications off | "Turn on notifications to go online" | Tap Open settings, then turn on notifications | You |
| Location off | "Allow location to go online" | Allow location in the phone's settings | You |
| The phone put the app to sleep | Offers stop while you are online; on Android, Keep GuyWay running may open by itself | Follow the steps under Account and data, Keep GuyWay running | You |
| No mobile data | A red bar reads "No signal" | Move to a spot with signal | You |
| GPS drift near buildings | The marker jumps or sits on the wrong street | Move into the open and wait a minute | You |
| Car not reporting | "The car has not reported for" a number of minutes | Drive to open ground, or press the brake to wake it | You |
| Car immobilised | "This car is immobilised" on Home | Call operations. See When a car can be immobilised | Operations |
| Access paused | A notice card on Home | Read the card. See If your access is paused or your record is closed | Operations |
| Code not received | The code screen counts down | Check the number and the country, then tap Send a new code when the countdown ends. At most 5 codes an hour. A code lasts 5 minutes | You |
| Old app version | Buttons differ from this help | Update GuyWay Driver from the App Store or Google Play. When the menu says an update is ready, tap it to restart | You |
When the signal goes
Anything you do while the signal is gone is saved on the phone and sent the moment it returns: going online or offline, every ride step, a no-show, a charge, a statement question, a notification setting, an SOS and a declined offer. Saved items are kept for 12 hours.
An accept is never saved for later. If it does not reach GuyWay, the app checks: "Your accept did not reach GuyWay. The offer is still open: tap Accept again", or tells you the offer has closed.
| What you see | What it means |
|---|---|
| "No signal. 2 changes waiting to send" | Two things you did are saved on the phone |
| "Sending 2 changes" | The signal is back and the app is catching up |
| "GuyWay is not answering" | The phone has a signal but GuyWay did not answer. Your steps are saved |
| "Sign in again to send what is waiting." | Your session ended. Sign in, and the saved items go |
A completed ride is never lost to a dead cell. The final fare is checked from the route when you are back online.
For an SOS with no signal, the app tells you to call +592 655-7775 now, or 911 if you are in danger. Never wait for the bar to clear in an emergency.
If it is still wrong
Send a WhatsApp message to +592 655-7775 with your name, the car code, the time and a screenshot. Rides, SOS and urgent ride problems are handled 24/7; other messages get a reply within the hour between 08:00 and 22:00, or the next morning. For anything that is not urgent, email support@guyway.gy. In an emergency, hold SOS or call 911.
Related: Go online and receive offers, Account and data settings, Notifications and quiet hours