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Help, safety and status

What is running now, and what to do when a payment, ticket, or pickup does not go as expected.

Current service status

Refreshes every 30 sec

Counted from current route-run and position records at Mon, 2 Nov, 12:24 am, Ghana time.

Route directions published
4
Route runs active now
2
Buses with a recent position
0
Received in the last 5 minutes
Active runs with a stale position
2
  • Kaneshie – Kasoa (Westbound): bus position is not current
    A route run is active but the bus has not shared a position yet.
    View route
  • Tema – Accra Central (To Accra): bus position is not current
    A route run is active but the bus has not shared a position yet.
    View route

Status by route

Payments

You pay by mobile money. After you send a payment request, approve it on your mobile money phone. Your ticket appears only after the payment provider confirms the payment.

My payment is pending

  • Do not pay again. A pending payment is still waiting for the provider's answer.
  • Open Payments and receipts and choose Resume on the pending order. The page keeps checking with the provider.
  • We cannot promise that a pending payment will succeed. If the provider confirms it, your ticket is issued once. If it fails or expires, no ticket is issued and you can send a new request.

My payment failed or expired

The provider did not confirm the payment and no ticket was issued. If the approval window closed, no money was taken. Start again from the route page when you are ready.

I was charged twice, or charged with no ticket

Contact support with the order reference from your receipt. Support checks the provider's record and the platform's record. A screenshot is not proof of payment, so the references matter. Duplicate charges go to finance for refund to the mobile money account that paid.

Tickets and boarding

  • Your tickets are under Tickets. Open the ticket and show its QR code to the driver.
  • The QR code refreshes about every minute and contains no personal details. A photo or screenshot of an old code will not scan.
  • A ticket is for one route direction. If the driver's scan says wrong route, check the route name on the ticket.
  • A ticket can be accepted for boarding once. A second scan shows when it was first accepted.

The driver cannot scan my ticket

Check that the ticket says Ready to board and has not expired. If the driver's device is offline, the operator may follow its manual-exception procedure and record it. A ticket cannot be marked valid from an image or a message alone.

Pickup requests

On routes that allow it, you can ask an active bus to stop at an approved convenience stop ahead of it. Pickups are not available at arbitrary roadside points.

  • Requested: your request has been sent. The driver has not acknowledged it.
  • Acknowledged: the driver knows you are waiting.
  • Approaching: the bus is close. Be at the stop and ready to board.
  • Picked up, Missed, Cancelled, or Expired: the request is closed. Each request shows its expiry time.

The bus did not stop

Open Pickup requests to see whether the request was acknowledged and when it closed. Contact the operator with the request reference. The operator applies its missed-pickup and refund policy.

Safety and incidents

  • In an emergency, contact the emergency services first. This service does not replace them.
  • For a safety concern on a bus, contact the operator using the support number on its profile.
  • Verified means an operator's details were reviewed against platform policy. It is not a guarantee of safety or a government endorsement.
  • Drivers report incidents such as heavy traffic or a road closure only when it is safe to do so. A report appears as a service notice after the operator confirms it.

What support will never ask for

Support never asks for your mobile money PIN, a one-time code, your password, or your ticket's QR code. If someone asks for these, do not share them. If you think someone else has used your account, change your password and contact support.

Privacy and location

  • You can search routes and stops without sharing your location. If you choose Use my location, it is used once to find nearby stops.
  • Bus positions shown to passengers are rounded and may be delayed. They are collected only while a driver has an active route run.
  • Your ticket's QR code contains no personal details.

Read the drafts: privacy notice, driver location tracking notice, and acceptable use and community reporting. These are drafts for legal review.

Contact and support references

Every order, ticket, and pickup request has a short reference such as ORD-1A2B3C4D. Give that reference to support. You will find it on the receipt under Payments and receipts. Never send a phone number, PIN, or QR code as a reference.

Platform support for the prototype: support@strategiafrica.com (Strategihub Global Enterprises, Inc.). Include your reference. For help with a trip in progress, contact the operator of your route: