Checking in a guest
The check-in process is a bit different depending on whether you’re meeting your guest in person at trip start, conducting contactless check-in, or managing a Turo Go trip. No matter the circumstance, you must always hand your guest or give them access to the vehicle’s keys — even if the vehicle is equipped with remote locking and unlocking. If you’re a host in the UK and are using a remote key exchange solution (e.g., Turo Go or other third party solution), you must secure the key inside a lockbox in the car and, where applicable, change the combination after each trip. Failure to do so could void your protection plan.
Note: Unless you’re hosting a Turo Go trip, you must take pre-trip photos documenting the vehicle’s condition. Take photos prior to check-in but not more than 24 hours before the start of the trip.
Plan on the following when checking in a guest at trip start.
- If you’re meeting your guest in person:
- Check your guest’s driver’s license to verify their identity.
- Reference the app to see your guest’s legal name and date of birth as they should appear on their license.
- Report a no-show if the guest doesn’t have a license or sends an additional driver to pick up the vehicle. Call 1-415-849-3398 (US), 1-888-391-0460 (CA), or 44-808-164-1454 (UK).
- If you’re completing a contactless check-in:
- Begin check-in within 24 hours of the trip start, ideally waiting until as close to the start time as possible.
- Message your guest and explain that Turo requires you to verify their identity within 24 hours of the trip start.
- Ask them to upload verification pictures to Trip photos since you won’t be meeting face to face.
- Instruct them to upload a close-up photo of their driver’s license with the first few digits of the license number obscured AND a selfie with them holding their license next to their face.
- Advise them that once you’ve verified their identity, they can delete the images from Trip photos.
- Report a no-show if the guest doesn’t upload the required photos or uploaded photos more than 24 hours before the start of the trip. Call 1-415-849-3398 (US), 1-888-391-0460 (CA), or 44-808-164-1454 (UK).
- If it’s a Turo Go Trip, we will have verified your guest, so you don’t have to.
Note: If you and your guest agree in Turo messaging that there are no issues at check-in and you’ve successfully verified their license, they can start the trip up to one hour early. Your guest will activate both of your protection plans when they slide the toggle to begin the trip.
You won’t receive additional earnings for the extra hour, and if you allow a trip start more than one hour in advance, it could void both of your protection plans.
Verifying a license
- Turo accepts both domestic and foreign licenses. Check that your guest’s license:
- is valid, hasn't expired, and hasn't been tampered with
- shows a name that matches the primary guest’s name
- has a photo that matches the guest, particularly when compared against the date of birth
- We accept some temporary US and Canada licenses. If your guest has a temporary license, check:
- it’s valid at the start and through the end of the trip
- it has no restrictions (e.g. no “daytime driving only,” no provisional licenses)
- if it’s a US temporary license, it has a photo printed on it. If not, your guest must also present a valid piece of government ID
- if it's a Canadian temporary license, your guest must present an additional government-issued photo ID
- You can use the photo examples below as a reference for determining if a license is valid.
Note: if anything in guest messaging makes you uncomfortable or seems off, or you think anyone other than your guest or the verified additional driver(s) plans to drive the car, contact us. Call 1-415-849-3398 (US), 1-888-391-0460 (CA), or 44-808-164-1454 (UK)