1. Log in to the Rider App using your registered phone number. An OTP will then be sent to you. In the event that you fail to log in using your phone number, you can choose to receive the OTP through the email address that you used to register with us.

2. After verifying your account, you can proceed to booking your rides. 

3. Tap “What’s your destination (your name)?” at the bottom of the screen.

4. Set the pick-up and drop-off locations. You can also use the GIS services to find the exact locations.

5. Select the product that you will use for the ride from the list of services that you are eligible for (e.g. Dial-A-Ride Sedan, an Accessible vehicle) and click Request. Each service’s estimated time of arrival will be listed.

6. Once you have chosen a product, you will be given the driver’s name, picture, and his average rating.

7. Confirmation messages and notifications with your ride information will be sent to you.

1. Log in to the Rider App using your registered phone number. An OTP will then be sent to your registered phone number. In the event that you fail to log in using your phone number, you can choose to receive the OTP through the email address that you used to register with us.

2. After verifying your account, you can proceed to booking your rides.

3. Tap “What’s your destination (your name)?” at the bottom of the screen.

4. Set the pick-up and drop-off locations. You can also use the GIS services to find the exact locations.

5. Tap “Leaving Now” and “Schedule a Request”.

6. Set the date and time.

7. Select the product that you will use for the ride from the list of services that you are eligible for (e.g. Dial-A-Ride Sedan, an Accessible vehicle) and click Request. Each service’s estimated time of arrival will be listed.

8. Your request will be submitted for scheduling. You will receive confirmation messages and notifications with your ride information once scheduled.

Yes. To check for the status of your bookings, log in to your account and simply tap the GOIN’ logo in the upper left-hand corner of the screen. The scheduled trips that you have booked will be displayed along with their status.

GOIN’ accepts the following payment options: 

• Credit cards 
• Debit cards
• Prepaid cards
• ORCA cards
• Cash
• Check

Electronic payments are processed securely using Stripe.

Cash and check payments should be turned in to our Service Office. The amount will then be applied to your GOIN’ wallet.

You can call our Customer Support to add another payment card to your account. Provide the card details to our agent and they will register the card for you.

You can also add a payment card through our Rider App by following these steps:

1. Log in to your account.

2. Access your Personal Profile page by tapping the personal profile icon in the upper-right corner of the screen.

3. Tap Wallet & Payment.

4. Under Payment Methods, tap Add Payment.

5. Fill out your card details and tap Save.

Yes. To view your remaining balance, log in to the Rider App and access your personal account information. Tap the personal profile icon in the upper right-hand corner of the screen. Your remaining balance is displayed just below the profile icon.

Upon signing up, you will be asked of the following accessibility requirements:

• Whether or not you would use a mobility assistance device
• Whether or not you would require assistance getting to and from the vehicle
• Whether or not you would need any other type of assistance, including accommodations for:
• Auditory impairments
• Hearing impairments
• Vision impairments
• Intellectual disabilities
• Any other assistance relevant to your mobility needs

GOIN’ will enter these requirements in your profile and it will be visible to GOIN’ and the drivers every time you book your rides.

Alternatively, you can indicate your accessibility requirements upon booking your rides in the notes section of GOIN’s Rider App or inform our Customer Support when you are booking over the phone.

GOIN’s chat support is accessible in the Rider App 24/7.

To chat with an agent, tap the profile icon at the upper-right corner of the screen. Scroll down and tap Having issues? Chat with us. The support agent will be able to help guide you to a resolution or answer your inquiries.

To view your trips history, log in to the Rider App and tap on the profile icon at the upper-right corner of the screen. Once you are on the Personal Profile page, tap Trips. The list of all your booked trips will be displayed.

To book by phone, you (or a person designated to take care of you) can call GOIN’s customer support line. 

1. You will be connected to a dispatcher, with an average wait time of under one minute.
2. The dispatcher will collect your information and enter this information into GOIN’s app on your behalf.
3. The dispatcher will book and confirm the ride for you.

GOIN’ has integrated customer support access into its platform in case the riders and drivers experience issues.

After successfully entering the needed information for your trip, you will be prompted to confirm or cancel the ride.

You will be given a time frame in which you can cancel the trip free of charge, depending on the ride provider of your choice. 

When you cancel a ride beyond the given time frame, applicable charges will apply.

Once the ride is completed, GOIN’ will provide a platform on the Rider App where you can leave your feedback and comments about your ride. This will help us provide you with a better experience on your future rides.