In the event that you become stranded on the side of the road, create a roadside case to request assistance.

For Drivers

Video Tutorial

This 2-minute clip walks through how to create a roadside case within the  RyderGyde™ mobile app.

Step-By-Step Guide

For a quick checklist on creating a roadside case, follow the steps:

1. Launch the RyderGyde™ mobile app, and from the landing page, tap on the Request Roadside tab.
2. Enter the Ryder unit number or VIN.
3. Allow and confirm location.
4. Select the issue.
5. The Driver adds contact information and relevant notes.
6. The Driver reviews the request, acknowledges they are not a robot, and taps Submit Request.
7. The final page confirms the case has been created, displaying a case number.

Process after the Case is Created

1. The case goes into a call queue waiting for the next available agent.
2. The agent calls the Driver to verify breakdown information.
3. The Driver receives a link via SMS to confirm the location and to track the case.
4. The agent looks for a vendor; the goal for this step is <25 minutes.
5. The vendor, either at Ryder or an outside shop, is dispatched, and the goal for arrival to breakdown is 60-90 minutes.
6. 90 minutes after dispatch, the agent checks in with the vendor.

Tracking the Case

• Updates: This shows timestamps of statuses.
• Details: The "issue” with case details.
• Provider: The vendor assigned to the breakdown.
• Text Message Updates: Automatic SMS updates will be sent from the agent to the Driver; tap Share Tracking to share the link with anyone.
• Tracking: Status changes in real time with a time tracker.
• Case Completed: Case is resolved, and the driver can be on their way.

Need Help Creating a Roadside Case on Desktop?

Want to create a desktop roadside case? Visit our article, How to Create a Roadside Case on Desktop, to get started.

Common Questions