Don't have a smartphone?
Call us at 435-246-1538 to book a ride over the phone. Please be prepared to provide the phone number tied to your account, your pick up address, and your drop off address.
What are the points of interest in the app?
These are major transit hubs that are highlighted in the app to make it easy to connect to the free bus lines. Select them to easily choose where you need to go to or from!
Where do I wait for my Micro ride?
After you book a ride, the app will display the pickup location where the vehicle will meet you. Micro is a corner-to-corner service, so we’ll pick you up and drop you off at a nearby corner!
Make sure you’re at the pickup spot when the vehicle arrives! The app will count down the minutes to your vehicle’s arrival, and we’ll send you a text when the vehicle is two minutes away and again when it arrives. For assistance, you can reply to that text or call our Live Support team at 435-246-1538 - we can always help!
Remember: High Valley Transit is a community, and you’re sharing your Micro ride with other members. Keeping them waiting results in delays for the whole community, and if you’re more than 2 minutes late, the vehicle will have to leave.
Want to track your vehicle while you wait? In the app, zoom out from your pickup spot or click the small compass icon in the bottom right, and you’ll be able to follow the vehicle on the map as it approaches.
How do I know when my vehicle will arrive?
After you set your Pickup and Dropoff in the app, we'll give you an estimated time until your vehicle arrives. When your car is 2 minutes away, we'll send you a text message to let you know that your ride is getting close. When your ride arrives, we'll send you another text to let you know!
How much does a ride cost?
Rides are fare free!
Can I bring my friends and family with me on a ride?
Yes! You can add +1s to your booking. Capacity is currently set at 4 riders.
What do Micro vehicles look like?
Our vehicles are wrapped in High Valley Transit colors and have the High Valley Transit logo clearly displayed. The best way to identify your ride is by checking the license plate number displayed in your app.
How do I know which van is mine?
When you book your vehicle, we'll list the information about the car coming to pick you up directly in the ride screen. This will include the license plate number as well as the make and model of car and the driver’s first name.
When the vehicle is approaching, we'll send you a quick reminder text with this information (as well as the pick up spot). Once the vehicle has arrived, you'll receive another text and a "Your ride is here" notice in your app.
All vehicles are branded with High Valley Transit’s logo and colors, so not only do they look amazing, but they should also be easy to spot.
How do I cancel a ride?
After a ride has been booked, you can cancel it by selecting the "Cancel Ride" option, at the bottom of your phone screen. Please note that sometimes the "Cancel Ride" button will be hidden on the screen in order to give you more space to view the map. You can find the button again by pressing the grey line on the bottom of your screen just above the vehicle license plate number.
Remember: High Valley Transit is a community, and cancelling your Micro ride at the last minute will unnecessarily delay other riders!
I am a wheelchair passenger. Do you have vehicles that can accommodate me?
Yes! If you need a wheelchair accessible vehicle, please make sure to toggle on the "Wheelchair Accessible" option in your account profile. To find this toggle, go to the in-app menu, then press your name in the top left to access your account page, and once in account, select ‘Special Settings’. From there, simply press on the Wheelchair accessibility toggle to indicate that you are a wheelchair passenger. If you don't have a smartphone and require assistance with creating your account, you can let our Live Support team know you need a wheelchair accessible vehicle at that time. You will then be matched with a wheelchair accessible vehicle for your ride and receive curb to curb service.
My driver was great! How can I thank them?
Our Driver Partners are the butter to our bread. Simply put, they’re the best! If you had a great experience with a driver, please let us know by filling out the feedback screen after your ride.
How do I retrieve something left in a vehicle?
We’ve all been there, and we feel for you! As soon as you realize an item is missing, please let us know by emailing us at [email protected], and we’ll put you in touch with your driver to track it down!
Why is my place-pin in the middle of the ocean?
We’re not quite ready to pilot High Valley Transit’s shared submarine service, so your map definitely shouldn’t be defaulting to a strange location. Please make sure that Location Services are enabled for the app on your phone (Settings - Privacy - Location Services), and that should bring you back to dry land STAT!
Can I change my destination once I’m in the car?
We get it - mistakes happen, plans change, and sometimes the destination you booked to is no longer the destination you need to get to.
While we aim to please on every Micro 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 shoot us a text or call us mid-ride at 435-246-1538, 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!
Where can I see my past rides and purchases?
You can view any past rides and purchases right in your app under "Menu" - "History."
My driver left without me!
Oh no - we're sorry we didn't get you on board!
If you were marked as a "No Show" and you still need a ride, please re-book directly in your app or over the phone with our Live Support Team, and send an email so we can look into what went wrong.
If your app is indicating that you were picked up, please text our Live Support Team directly by replying to any message we have sent you, so we can cancel that ride and make sure you are able to re-book. You can also call us directly if you do not have SMS and we can help sort the situation out!
