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Flex FAQ

Monday, March 15, 2021/Categories: Uncategorized

FAQS 

Can I book rides without a smartphone?

Yes. Call (734) 212-8429.

Why am I being asked to walk to my pickup spot?

Our tech pairs riders heading in the same direction, meaning passengers might be getting picked up and dropped off throughout your ride. In order to keep things moving as quickly and efficiently as possible, we usually ask you to meet us at a nearby corner instead of right outside the address you entered — that way, the driver doesn’t have to make any detours that could slow things down. 

How do I know where to meet my driver?

After you book a ride, the app will display your pickup spot — we’ll either give you the address or business name at your pickup spot to help you find it. Either way, there will always be a dotted line to show you how to get there!

Can I bring someone along with me?

You can bring up to 2 additional passengers. Please note that each additional passenger costs $2 extra.

How do I pay for my rides?

You can pay with a credit or debit card, valid DART Regional pass or SMART DART pass, or by Ride Credit on the app.

If you choose to link your credit or debit card:

  • If you choose to link your credit or debit card in the app when you create your account, you’ll be prompted to input your card number and information.
  • You can also update your card by going into the left-hand menu in your app and tapping on ‘Payment Methods’.
  • Once you’re in ‘Payment Methods’ you can either click on an existing card to update your information or tap on ‘+ Add a new payment method’ to add a new card associated with your account.

If you are paying for a ride using valid DART Regional Passes or SMART DART passes (mobile or physical Passes) don't forget to show your valid pass to your driver once you’re onboard the vehicle.

Note: SMART DART Value passes are not accepted on SMART Flex.

If you choose to pay with Rider Credit in the app, you’ll be able to do so by going into the left-hand menu in your app and tapping on ‘Ride Credit’. Once you’re in ‘Ride Credit’ you can see your remaining credit or purchase additional credit.

Can I book a ride in advance?

SMART Flex works on demand, meaning we don’t take advance bookings. Book your ride shortly before you’re ready to leave, as average wait times range between 5 and 30 minutes.

What happens if I cancel my ride?

If you cancel a ride within 1 minute of booking, we’ll waive the cost of the cancellation. Otherwise, we’ll charge you $1. If the driver cannot locate you after the 2-minute waiting period, you’ll be charged a no-show penalty of $1.

What do I do if my driver left without me?

Re-book directly in your app, and then send an email explaining what happened to support-smart@ridewithvia.com. You won’t be charged for this ride.

What do the vehicles look like?

All vehicles are branded with SMART Flex’s logo and colors, so they should be easy to spot.

I am a passenger with mobility limitations. Where do I get picked up?

Toggle on "Senior Citizen" or "Rider w/ Disabilities" in the Special Settings section of your profile to unlock rides that pick you up at your exact address.

Are vehicles wheelchair accessible?

Yes, Please let us know you need a WAV when you book your ride by tapping your profile picture or image at the top of the app menu and tapping the Wheelchair toggle to turn it on.

Can I change my destination once I’m on board?

Once you start a ride, the destination cannot be changed. If you have not yet boarded the vehicle, you can cancel the ride and re-book with a new destination.

Can I set a favorite location in the app?

Yes. Tap the Favorites tab in the app menu, then tap Set Home Address or Set Work Address and type in the address of your preferred location.

Can I leave feedback for my driver?

Feel free to fill out the feedback screen in the app after your ride.

How do I reset my password?

Open the app and select Log me in. In the password box, select Forgot your password? and follow the prompts.

I left something in the vehicle — how do I retrieve it?

Please email us at support-smart@ridewithvia.com with a description of the missing item.

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