SOS and incidents
The SOS button, your SOS contacts, who answers, and what to do after an accident.
Do this when you feel unsafe, during a ride or at any other time.
Before you start. For a medical emergency, a fire or a crime in progress, call 911 first; they are closer than GuyWay. Pressing SOS is never wrong, and it never costs you a ride, a rating or anything else.
Steps for SOS
- Hold Hold SOS on the ride screen for two seconds. At any other time, open the Account tab, tap Safety and notifications, and hold Hold for SOS under Emergency.
- Read the answer on the screen. "The GuyWay team has been alerted" means the desk has the alarm, your car, your ride and your position.
- Keep your phone with you and answer the call from operations.
- Follow what operations tells you.
What happens next
An SOS opens a critical ticket at the desk with a first response target of 15 minutes. The desk is paged again and again until somebody answers it, and the ticket cannot be closed without a written note.
Your SOS contacts receive a link showing where your car is. They see nothing else: no name, no number, no trip. The link stops working after 12 hours, or earlier when the ticket closes.
If the app says "We could not reach the GuyWay team yet", call 911 if you are in danger, or call the GuyWay team on +592 655-7775. GuyWay keeps trying.
Your SOS contacts
On Safety and notifications, under Your SOS contacts, tap Add a contact. Give a name, a number and how you know them. You can hold up to 5. With none on file, an SOS reaches operations only.
On the same screen, Save GuyWay Safety to contacts saves GuyWay's numbers, so a call or message from GuyWay shows as "GuyWay Safety".
Steps after an accident
- Stop in a safe place and switch on the hazard lights.
- Check on the rider and anyone else involved. Call 913 for an ambulance if anyone is hurt.
- Do not admit fault to anyone at the scene.
- Open Report an incident on the ride screen and follow it. See Report an incident.
- Call operations on +592 655-7775 before you drive the car again.
If something goes wrong
| Problem | Likely cause | Fix |
|---|---|---|
| "No signal. The alarm is saved and sent the moment it returns." | No mobile data | Call +592 655-7775 or 911 now. Do not wait for the signal |
| Operations does not call back | No signal, or the desk was not reached | Call 911 if in danger; otherwise call +592 655-7775 |
| You pressed SOS by mistake | Accident of the thumb | Answer the call and say so. Nothing is held against you |
| The rider is intoxicated or threatening | Safety | Refuse the ride, or end it in a safe place. Hold SOS if threatened |
Related: Report an incident, Driver standards, Damage, the excess and the waiver