MOVE FAQs

• How do I get Centro's MOVE app?

  To download the app, search ‘CENTRO MOVE’ in your App Store for iPhone or in Google Play for Android. You can also book your ride over the phone by calling us at (315) 356-MOVE.

• How do I create an account?

  You can either download our app or call our booking line (315) 356-MOVE to create a new account.

  For phone bookings, we can set up an account for you, and we’ll need:

  • Name • Phone number • Email address

  For app bookings: Download the Via app through the App Store for iOS (Apple) devices, or through the Google Play Store for Android devices. Create an account by entering your name, phone number, email address, and payment method.

• How much do rides cost?

  Rides to or from the hub cost $1; rides to or from anywhere else in the zone cost $4. Discount eligible riders can unlock reduced pricing for by calling (315) 356-MOVE.

• How do I pay for my rides?

  You can pay with a credit or debit card in the MOVE app or in exact cash when entering the MOVE vehicle. Drivers are unable to make change.

  • If you choose to link your credit or debit card in the app when you create your account, you’ll be prompted to input your card number and information.

  • You can also update your card by going into the left-hand menu in your app and tapping on ‘Payment Methods.’ • Once you’re in ‘Payment Methods’ you can either click on an existing card to update your information or tap on ‘+ Add a new payment method’ to add a new card associated with your account.

  • You can also pay for a ride using exact cash when you board the MOVE vehicle. Drivers are unable to make change.

• Can I transfer?

  You can connect to another Centro bus to reach your final destination. Centro does not allow free transfers so all Centro trips require payment. 

• How do I book a ride?

  You can book a ride through your MOVE app, which can be found in the App Store for iPhone or Google Play store for Android.

  To book a ride through the app:

  Open your app and put in your pickup location, followed by your destination. Next, once you’ve tapped ‘Set Your Destination,’ you’ll see proposal options and you can select the one you’d like to choose with “Book This Ride.’ Once booked, you’ll see an ETA and where your driver is in relation to you as you wait to be picked up.

• How do I add an additional rider to my ride?

  When you request your pickup location, you’ll see an icon on the location pin that says ‘1 Passenger +.’ Tap the “+” sign to add passengers to your booking.

• Can I book a ride in advance?

  Yes, passengers can book rides two days in advance with Centro's MOVE service.

• How far will I have to walk to find my ride?

  As we’re a corner-to-corner service, most of the time you’ll walk for about 3 minutes to meet your driver at a nearby corner.

  
  

• Can I book a Private ride?

  No, we only offer shared rides in Centro's MOVE service.

• Does MOVE offer corner-to-corner and door-to-door service?

  MOVE offers door-to-door service for passengers who require a wheelchair-accessible vehicle, as well as for all passengers connecting to paratransit trips or other persons with disabilities. All other riders are provided with corner-to-corner service.

  
  

• Can I bring my bike?

  We can accommodate two bikes on the exterior bike rack on each vehicle. We cannot guarantee that we will always be able to accommodate a bike so it’s at the rider’s own risk. We usually try our best to be as accommodating as possible.

• My driver was great! How can I thank them?

  Our drivers are the butter to our bread. Simply put, they’re the best! If you had a great experience with a driver, please let us know by filling out the feedback screen after your ride.

  Note: Tips are not accepted.

• I put in the wrong destination. Is it possible for me to change it while on my ride?

  Unfortunately, it isn’t possible to change your destination when you’re already on a ride. If you need to change your destination, your driver will have to end your ride and you will have to go back into the app or call us on our booking line to book another ride to the correct destination. By following routing, drivers ensure the quality of every passenger’s service.

• How do I know which vehicle to look for?

  Vehicles are designed with signage that says MOVE. When you book a ride, whether over the phone or in the MOVE app, you’ll also be notified of your driver’s license plate number.

• How do I get in contact with my driver if I can’t find them?

  Once your driver is nearby, you’ll see an icon on your screen with the MOVE Vehicle information. You can tap on the icon and our app will help you find them.

• Why was my trip delayed or reassigned?

  Our tech groups riders going in the same direction, taking into account you and your fellow riders’ real-time requests to find the perfect ride. This means that even after you booked a ride, we may have received other requests that better match the direction you’re going and your ride will be reassigned. It’s also possible that your ride is reassigned or delayed due to traffic, unexpected road conditions, or other unforeseen events. In these cases, your ETA may increase or you may be reassigned so that we can get you where you’re going as smoothly as possible. Make sure to keep an eye on your phone for live updates and you can always track your ride through the app!

• What should I do if my MOVE vehicle was in an accident?

  Call 911 immediately to report the accident.

• How many additional riders can be in my party?

  You can request a ride for up to three (3) additional riders in your vehicle with you. Each additional rider costs the applicable rider fare.

• How do I retrieve something left in a MOVE vehicle?

  We’ve all been there, and we feel for ya! As soon as you realize an item is missing, please let us know by emailing us at CNYRTA@centro.org, and we’ll try to track it down!

• Is wheelchair service available?

  Yes! If you require wheelchair service, follow these steps:

  • Go to your app menu.

  • Tap on your name to go to your Account Details.

  • Toggle on ‘Wheelchair accessibility.’ with this selected all future rides will book you in a wheelchair accessible vehicle. If you’d prefer to request your rides over the phone, you can call us at (315) 356-MOVE and let us know that you need a wheelchair accessible vehicle for all future ride bookings.

• Does Centro offer a paratransit service for riders?

  Yes! Learn more about Centro’s Paratransit Service ADA program here: Call-A-Bus. 

• How can I setup or change my payment method?

  Setting up your payment method is easy:

  • For phone bookings, you can call us at (315) 356-MOVE to set up your account and include a payment method.

  • For app bookings, once you create an account you will be prompted for your payment method. You can use either a debit or credit card to pay for service.

  If you want to change your payment method:

  • Go to your Settings and click Payment Methods.

  • Click on ‘+ Add a new payment method’ to add one, or

  • Click on your previous payment method to edit your card.

• What is the process for getting my reduced fare discount? (This includes seniors, youth, or persons with a disability).

  As a discount-eligible rider, you must show appropriate ID when entering the vehicle. For more information, you can reach MOVE's Customer Service Department at (315) 356-MOVE.

• How can I check how far away my driver is?

  If you don’t have the MOVE app and you book your vehicle over the phone, the booking agent will let you know your driver’s ETA once the ride is confirmed.

  If you can’t find your driver or want an updated ETA, give us a call at (315) 356-MOVE and we can help you.

  If you have the MOVE app, once you’ve requested your ride, you’ll see an image of your vehicle and its current location in the app. The app will also let you know an estimate of how far away the vehicle is from your pickup. You can always go back into the app to see an updated ETA.

• I can’t log in to my MOVE App. What do I do?

  If you’re having trouble logging into your MOVE app:

  • First, try restarting your app by exiting the app and logging back in.

  • Second, try updating your app by deleting the app and reinstalling it.

  • Still not working? Contact us at (315) 356-MOVE and we can help!

• I forgot my password, how can I retrieve it?

  Don’t worry! Resetting your password is easy:

  • Tap the ‘Forgot your password?’ link in your login screen in the app.

  • Follow the directions to provide your phone number. Look out for a text with instructions to reset your password.

• What is MOVE?

  Centro's MOVE is a flexible mobile-app powered shuttle service. Service is available to anyone traveling in Rome, NY. Riders can request pickups and drop-offs anywhere in the MOD Service Zone.

• Where does MOVE operate?

  Centro's MOVE is in one zone in Rome, NY so far. 

• When is MOVE’s service available?

  Service hours in Rome are: Monday - Friday: 6am - 6pm and Saturday 9am - 6pm.

• Who can use MOVE?

  MOVE is available to anyone (all residents, workers, and visitors) traveling in the service areas during the zone’s operating hours.

• How do I contact MOVE?

  To contact MOVE, you can either call (315) 356-MOVE or send us a message at our Customer Support email at CNYRTA@centro.org.