Question 1

I lost my YAS password. How can I recover it?

Accepted Answer

When you are on the sign-in page, there is a “Forgot Password?” button at the bottom left. Just tap it and follow the steps to reset your password.

Question 2

I am registering an account but I did not receive the OTP on my phone?

Accepted Answer

You can press “Resend OTP Code” and we’ll resend the code to you. Ensure that you have good mobile reception to receive the code through SMS.

Question 3

I am out of Hong Kong and cannot receive the OTP code for registration.  Is there another way to get a verification code?

Accepted Answer

OTP is sent via SMS and you can still receive it when you are outside of Hong Kong. Contact your mobile carrier if you have any questions. However, note that RYDE with YAS only covers your travel when you are in Hong Kong.

Question 4

I have entered a password but I cannot proceed, what should I do?

Accepted Answer

Check that your password meets all verification needs and ensure both passwords you entered are identical.

Question 5

Where can I update my account details?

Accepted Answer

YAS App: 1. Tap on "Account" at the bottom of the screen. 2. Go to “My Profile” to update your details.

Question 6

Where can I change the language on the YAS App?

Accepted Answer

Open the YAS App: 1. Tap on "Account" at the bottom of the screen. 2. Tap the “gear” icon on the top right. 3. Tap "Languages" and select your preferred language. Currently, we only support English and Traditional Chinese.

Question 7

Will I get an email notification after I change my password?

Accepted Answer

No.

Question 8

I switched to a new mobile number, how can I update it in the app?

Accepted Answer

The registered mobile number is your ID in our system. Please contact us at rylie@hk.yas.io if you need to change your mobile number.

Question 9

How to update my email address?

Accepted Answer

YAS App: 1. Tap on "Account" at the bottom of the screen. 2. Go to “My Profile” to update your email address.

Question 10

Can I delete my YAS Account?

Accepted Answer

Yes, you can request to delete your account by emailing us at rylie@hk.yas.io and we'll delete your account within 5 business days. We will also force log out of your account 7 days after the submission of the delete request. Once your account is deleted, all claim and travel records as well as previously active policies (if any) will be lost. Please note that if you want to re-register for a YAS account again (We can't wait to have you back with us!), you will have to email us at rylie@hk.yas.io to notify us that you have previously deleted your account, and we'll be more than happy to help you set up your account!

Question 11

Where can I find my policy details?

Accepted Answer

YAS App: 1. Tap "My Coverage" at the menu bar. 2. You can then view all the active and completed policies here. You can also find your policy details as a PDF attachment in the inbox of the email address you used to register with YAS for purchases of new packages or monthly passes.

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