Yes, simply call 786-321-5842 and we’ll assist you over the phone. 

All vehicles are branded with the service’s logo and colors, similar to the graphic shown above, so they should be easy to spot.

Open the app and select 'Get Started.' In the password box, select 'Forgot your password?' and follow the prompts.

Yes, you can cancel your ride directly from the app or by calling customer service at 786-321-5842. Remember, canceling at the last minute can negatively impact other riders, so remember to cancel as soon you know that you don’t need a ride.

Re-book your ride directly in your app, and then please send an email to our support team at the email listed above explaining the situation. Rest assured, you will not be charged for rides you did not take.

Please email us at [email protected] with a description of the missing item.

Miami MetroConnect’s service is powered by Via. Via has a strict Zero Tolerance policy. Driver partners are prohibited from driving on the Via Platform while under the influence of alcohol or drugs, and riders are prohibited from consuming alcohol or drugs inside the vehicle. We do not tolerate inappropriate, threatening or violent behavior by anyone using the Via Platform or towards any riders or driver partners. If you are a rider and observe or believe any of the following, please ask the driver to terminate the trip immediately: your driver may be under the influence of drugs or alcohol, your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or your driver engages in conduct which could be considered unlawful or illegal.

If you feel that you are in imminent danger, please contact the police directly by calling 911. After the ride has concluded, please provide feedback using the MetroConnect app, reply to the text message confirmation of your ride, email us at [email protected] to report the issue, or call us at the Live Support number, 786-321-5842.

Via does not tolerate discrimination of any kind against our riders or driver partners. This includes discrimination on the basis of race, color, national origin, religious belief or affiliation, gender, sex, sexual identity or orientation, age, veteran status, physical, mental or other disability (actual or perceived), rider’s points of departure and destination, or any other characteristic protected under applicable federal or state law. Additionally, Via does not tolerate discrimination of any kind against service animals. Riders or driver partners found to have violated Via’s anti-discrimination policy will lose access to the Via Platform. If you believe that you have been subject to discrimination by a rider or driver partner, please provide feedback in the review function of the MetroConnect app or email us at [email protected].