Passenger Support

Passenger Support

We're here to help you get to your appointments safely and on time. Whether you need help booking a ride, updating your account, or tracking a driver, our passenger support team is available to assist you.

Contact Us

For urgent issues during a trip (driver no-show, vehicle problems, or safety concerns), please use the in-app "Help" option so we can assist you in real time.

Common Questions

How do I book a ride?

Open the Nemtify Passenger app, sign in, tap "Book a Ride," and enter your pickup, drop-off, appointment time, and any special requirements (wheelchair, oxygen, companion, etc.). You will receive a confirmation once your trip is scheduled.

How do I cancel or change a trip?

You can cancel or reschedule a trip from the "My Trips" screen in the app. To avoid late-cancellation issues, please make changes at least 2 hours before your scheduled pickup whenever possible.

How do I track my driver?

Once a driver is assigned, the app shows live driver location, estimated time of arrival, and driver/vehicle details. You will also receive SMS updates if you have opted in.

What if my driver is late or does not show up?

If your driver is delayed beyond the estimated arrival time, tap "Help" on the trip screen or email support@nemtify.com. Our team will contact the dispatcher and find a solution as quickly as possible.

How do I update my account information?

Open the app, go to "Profile," and update your name, contact details, address, mobility needs, or emergency contact. Changes are saved automatically.

How do I manage notifications and SMS messages?

You can manage push notifications in your device settings. To stop SMS messages, reply STOP to any Nemtify text. Reply HELP for help. Standard message and data rates may apply.

How is my personal and health information protected?

We follow industry-standard safeguards to protect the personal and health information you share with us. Read more in our Passenger Privacy Policy.

How do I delete my account?

To delete your account and request removal of associated personal data, email support@nemtify.com from the email address on file. We will confirm receipt and process the request within a reasonable time, subject to recordkeeping requirements that apply to medical transportation.

Accessibility

We are committed to making the Nemtify Passenger app accessible to everyone. If you experience an accessibility issue or need an alternative way to reach us, please email support@nemtify.com and we will work with you to provide the support you need.

Emergency Notice

Nemtify provides non-emergency medical transportation. In a medical emergency, please call 911 or your local emergency services immediately.