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Frequently Asked Questions

Yes, simply call 463-218-9231 and we’ll assist you over the phone.

Sure! You can book for up to four additional passengers. Every additional passenger will be charged their respective fare price. The cost of all riders will be billed to the card on file.

We’ll assign you a “virtual bus stop” where you’ll meet the vehicle, usually at a nearby corner or no more than a block away. Check the app for directions and follow your driver’s progress in real-time so you know exactly when to head outside.

When creating an account, you’ll be prompted to add your credit or debit card information. You will be automatically charged once you’ve completed a ride. You can also pay with ride credit.

No credit/bank card? No problem! You can purchase ride credits at the Julia M. Carson Transit Center’s Care Center Desk, 201 Washington St. Riders are able to purchase $3.50, $7 or $14 worth of ride credits.

Yes, you can cancel your ride directly from the app or by calling customer service at 463-218-9231. 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 directly in your app, and then send an email explaining what happened to support-indygo@ridewithvia.com. You won’t be charged for this ride.

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

Yes! Please let us know you need a wheelchair accessible vehicle when you book your ride by tapping your profile picture or image at the top of the app menu and tapping the Wheelchair Accessibility toggle to turn it on. This will also unlock curb to curb service.

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.

Yes. Tap the Favorites tab in the app menu, then tap Set Home Address, Set Work Address, or create and name a new favorite.

These are locations IndyGo Connect believes will be popular origins and destinations for rides. Select them to easily choose where you need to go to or from!

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

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

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