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99: Diagnostic Guide

Steps to diagnose and solve common problems with the 99 app, such as connection failures, errors when requesting a ride, or issues with 99Pay.

Updated on 2026-01-31

Diagnostic Guide for Problems with 99

Are you having trouble using the 99 app? Follow these steps to identify the cause of the problem.

Step 1: Check if the problem is general or local

First of all, it’s important to know if the failure is a widespread problem with 99’s servers or a specific issue with your device or connection.

  1. Check the status page: Check the status page on estaforadoar.com.br for reported incidents.
  2. Check Social Media: Access 99’s official profile on X (formerly Twitter) or other networks for announcements about instability.
  3. Ask friends: Check if other people in your area are also experiencing the same problem.

If the problem is general, the only solution is to wait for the 99 technical team to resolve it.

Step 2: Diagnosing Local Problems

If the problem seems to be just with you, follow these steps to try to solve it:

  1. Connection Problems

    • Switch between Wi-Fi and Mobile Data: The problem may be with your network. Test the app on both connections to see if it works.
    • Restart your router: If you are on Wi-Fi, turn the router off and on again.
    • Toggle Airplane Mode: This forces the phone to re-establish network connections.

  2. Application (App) Problems

    • Force close and reopen: Close the app completely (remove it from the recent apps list) and open it again.
    • Clear the app cache:
      • Android: Go to Settings > Apps > 99 > Storage > Clear cache.
      • iOS: The easiest way is to uninstall and reinstall the app, as iOS does not offer a direct option to clear the cache of third-party apps.
    • Check for updates: Go to the Play Store (Android) or App Store (iOS) and see if there is a newer version of the 99 app to install.
    • Restart your phone: A simple restart can solve temporary system problems that affect the app’s performance.

  3. Payment Problems (99Pay)

    • Check card details: If a payment was declined, check that your credit card details are correct and that it has sufficient funds.
    • Pix failure: If a Pix transfer has failed, check the status of the Pix service at your bank and in 99Pay.

If the problem persists after following all these steps, the ideal is to contact 99 support through the “Help” section in the app itself.

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