Knowledge base

Hailer - Getting Started (2)

Information for new hailers to help you set up the VI Hail app, create an account, and book your first ride.

Getting Started (8)

• Booking a Hail with VI Hail?
• Overview of the VI Hail App
• Creating a VI Hail Account

View all 8

App Setup (5)

• How to Download and Set Up the VI Hail Rider App
• Adding Funds to Your VI Hail Wallet
• Managing Your Profile & Account Settings

View all 5

Booking a Hail (3)

Help with requesting hails, managing active trips, cancellations, and hail-related questions.

Requesting a Hail (3)

• Booking a Hail with VI Hail
• Why Drivers May Not Be Available
• What Happens After You Request a Hail

During a Hail (3)

• Entering Your Destination
• Tracking Your Driver During a Hail
• Contacting Your Driver During a Hail

Cancellations & Changes (2)

• Canceling a Hail
• Why a Hail May Be Canceled

Pricing, Payments & Receipts (3)

Details about fares, payment methods, charges, refunds, and accessing ride receipts.

Fares & Pricing (3)

• How Hail Pricing Works
• Why Did My Hail Cost More Than Expected?
• Are There Additional Fees or Charges?

Payments (3)

• How to Add Funds to Your Wallet
• Wallet Balance & Hail Authorization
• Why Was My Payment Declined?

Receipts & Refunds (2)

• Viewing Your Hail Receipts
• Refunds & Adjustments Explained

Account & App Issues (3)

Support for login problems, account updates, and troubleshooting the VI Hail app.

Login & Security (3)

• I Can’t Log In to My Account
• OTP Code Not Working
• Why Was I Logged Out?

Profile Settings (2)

• Changing Your App Language
• Adding or Updating Your Email Address

App Troubleshooting (3)

• The App Isn’t Working or Won’t Load
• Location Services Not Working
• Notifications Not Working

Safety & Policies (2)

Important information about rider safety, service rules, and VI Hail policies.

Rider Safety (3)

• Rider Safety Overview
• Emergency Help & 911 Features
• Reporting Safety Concerns

Policies & Community Standards (2)

• Community Guidelines & Acceptable Use
• Account Suspension or Termination Explained

Support & Issue Reporting (2)

How to contact VI Hail Support and report issues related to rides, payments, or your account.

Lost & Found (2)

• Lost an Item During a Hail?
• What Happens If My Item Is Found?

Contacting Support (2)

• How to Contact VI Hail Support
• Support Response Times & What to Expect

FAQs (2)

Quick answers to common questions with links to detailed support articles.

Quick Questions (6)

• What Is a Hail?
• Do I Need Cash to Use VI Hail?
• Do I Need to Enter a Pickup Location?

View all 6

Top Issues (3)

• I Was Charged but Didn’t Take a Hail
• Why Was My Hail Canceled?
• Why Are No Drivers Available?