Verifying a guest’s license and identity
The easiest way to complete the check-in process is to use the Turo app on your mobile device. The app will walk you through the essential steps of check-in, including verifying your guest’s driver’s license. In the app, we’ll show you the guest’s legal name as it should appear on their license and their date of birth so you can accurately confirm their identity.
Whether you use the app or not, check your guest’s license and ensure that:
The name matches the name on the trip.
The license is valid, has not expired, and has not been tampered with.
The photo correctly matches the person presenting it, particularly when compared against the date of birth.
Turo typically accepts permanent licenses only; however, we do accept certain temporary licenses from specific US states. The license must have a photo on it and have no restrictions. Read more about temporary licenses below.
If a guest arrives to pick up your vehicle and does not have a license with them, their license is not valid, or you cannot verify their identity, do not give them your keys. Contact our Verification team to report this incident and end the trip. The guest won’t be eligible for a refund, and you’ll receive your applicable earnings.
If you choose to do a remote key handoff with your guest instead of meeting them in person, you must still verify your guest’s ID and document the condition of your vehicle in order to be eligible for coverage.
You must verify every guest’s license before a trip to ensure they’re the same person Turo has verified and that they have their license with them. We recommend that you contact your guest within 24 hours before the trip starts to check in and confirm their trip. Ask your guest to upload the following pictures to Trip Photos for the trip:
- A close-up photo of their driver’s license so you can verify the date of birth, license expiration date, and that the name on the license matches the name on the trip. (Tell the guest to obscure the first few digits of their license number in the photo for their safety.)
- Turo typically accepts permanent licenses only; however, we do accept certain temporary licenses from specific US states. The license must have a photo on it and have no restrictions. Read more about temporary licenses below.
- A photo of your guest holding their license next to their face so you can verify that the photo matches the person presenting it. Reference the date of birth on the license to help verify identity.
Guests should not upload photos more than 24 hours before the start of the trip. For your protection and depending on your availability, we strongly suggest asking guests to upload these photos as close to the trip start time as possible. You must receive these photos before you provide the vehicle to your guest. If you don’t, do not provide your guest access to your vehicle until they’ve submitted these photos. Also, do not provide your guest access to your vehicle before the scheduled start time of the trip. Doing so could potentially void both your and your guest’s protection plans. Read how you can allow some guests to check-in up to one hour early here.
Turo typically accepts permanent licenses only. However, we do accept certain temporary licenses from specific US states as long as they meet these requirements:
- License is valid at the start of and through the end of the trip.
- License has a photo directly on it or the guest has an additional government-issued photo ID.
- License has no restrictions (e.g. no “daytime driving only,” no provisional licenses).
If you’re unsure of whether or not the temporary license your guest has is acceptable, we strongly encourage you to call us at 1 (415) 965-4525. Press “2” to select Option A; then press “5” when the prompt tells you to do so in order to speak to a Verification agent. Call this number if you have any concerns about the validity of a license or the identity of the person presenting it.
Tips for verifying a license
There are apps available to help you determine if a license is valid, including this one for iOS and this one for Android. You may find the chart below to be a helpful reference if you have any concerns about the validity of your guest’s license.
Documenting your car’s condition
You must take photos of the vehicle within 24 hours of the trip start (the closer to the trip start time the better) in order to be eligible for coverage in the case of damage and for reimbursement for fuel replacement, excess distance, cleaning, or smoking.
We recommend you take clear, well-lit pictures of:
- The car’s interior
- Each side of the car’s exterior
- The fuel and mileage level
- Close-up shots of any pre-existing issues or damage
It’s best to upload these pictures to the Trip Photos section of the trip. If you’re using the Turo app, it’ll walk you through the photo-taking process. Don’t hesitate to take more photos than recommended if they’re necessary to fully document your car’s condition. Read more about what photos you should take here.
You’ll also need to take these photographs within 24 hours of the end of the trip. The important thing to remember is that you will not receive coverage for anything that does not have both a starting and ending photo.