Verifying a guest at check-in
Whether you’re meeting your guest in person or doing a remote handoff, you must:
- verify your guest’s license
- document your vehicle’s condition
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. This includes showing you the guest’s legal name and date of birth as it should appear on their license. This information will help you confirm their identity.
Whether you use the Turo mobile app or not, be sure to confirm that the guest’s license:
- is valid, hasn’t expired, and hasn’t been tampered with
- displays a name that matches the primary guest’s name on the trip
- has a photo that matches the person presenting it, particularly when compared against their date of birth
Do not give your keys to or grant access to a guest who:
- doesn’t have a license with them when they arrive to pick up your vehicle
- doesn’t have a valid license
- doesn’t have a verifiable identity
Contact our Verification team to report guest check-in issues and end the trip. The guest won’t be eligible for a refund, and you’ll receive your full earnings.
Message your guest within 24 hours before the trip starts to check in and confirm their license and identity. For your protection, we strongly suggest asking for verification photos as close to the trip start time as possible. Ask guests to upload:
- A close-up photo of their driver’s license
- 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.
- If the guest has a temporary license, use the temporary license information below to verify the license.
- A photo of themselves 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.
Do not give you keys or grant access to any guest who:
- has uploaded photos more than 24 hours before the start of the trip
- has not uploaded the requested photos
- asks for early access to your vehicle, which could void your protection plan
- Find out how you can allow some guests to check in up to one hour early.
Turo accepts certain temporary licenses from specific US states and from Canada. An eligible temporary license must:
- be valid at the start of and through the end of the trip
- have a photo directly on it or the guest has an additional government-issued photo ID
- have no restrictions (e.g. no “daytime driving only,” no provisional licenses).
Guests with foreign licenses may book and drive vehicles on Turo. As a host, you are responsible for checking the license and verifying the guest’s identity at or before trip start. If you have questions about your guest’s license, please reach out to the verification team.
Apps and visual aids
There are apps available to help you determine if a license is valid. Here’s one for iOS and one for Android. Also, check out the photo examples below. They can be a helpful reference in determining if a license is valid.
If you have any concerns about the validity of a license or the identity of the person presenting it, contact us. Hosts in the US and English-speaking hosts in Canada can chat with a Verification agent. All other hosts should call Customer Support at +1 415 965-4525.
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.