Problems booking or listing a car

Fast Facts:

  • If you’re having issues with your account, please don’t create a new one. That’ll cause more difficulties.
  • Check Turo’s eligibility requirements. You may have failed to meet a necessary condition. Eligibility requirements differ in each region where Turo is available.

You may be unable to book or list a car due to:

Auto insurance score

Turo receives an applicant’s auto insurance score (AIS) from the credit reporting agency TransUnion. This score tells us the likelihood that someone will file an insurance claim. We consider an AIS in deciding whether to grant access to Turo.

If we’ve denied you access to Turo because of a low auto insurance score, we ‘d have sent you an email explaining this. Check your Inbox and Junk Mail folder. Look for the Subject line “You’re unable to book on Turo.”

Our decision to deny access because of a low auto insurance score is final. If you believe that the score we received was wrong, you can contact TransUnion to dispute it. The email we sent you includes TransUnion’s mailing address. You can submit your dispute there.

Account information linked to another Turo account

Your account may be on hold because the driver’s license or phone number you listed is also listed on another Turo account.

Take these steps:

  1. Review your account to make sure it contains your personal information only. Double check the email address and phone number and update them if needed. To protect your privacy, we can’t update this information for you. You must make these updates.
  2. Take the following photos for identify verification:
    • your driver’s license
    • you holding your driver’s license next to your face
    • your passport, open to its ID page (ONLY if you’re an international applicant)
  3. Ask the person or people who share your account information to follow these same steps.
  4. Contact us:
    • Select “Account Issues” from the drop down menu
    • Enter “Shared Account” as the Subject line to get a faster response
    • Attach the photos you took to your message
    • Give us the names of anyone else you may be connected to
  • If you’ve listed a phone number or driver’s license number that’s tied to an account that we’ve removed from Turo, you’ll be unable to book or list a car. Our decision to deny access because of information link to a removed account is final.

Multiple accounts

Your account may be on hold because you’ve created more than one account. For the safety of our hosts and guests, Turo’s policy is “one person, one account.”

Take these steps:

  1. Compile a list of email addresses you’ve used to sign up to Turo. If you signed up with Facebook or Google+, include those email addresses, too. If you’re not sure whether you’ve used a certain email or not, include it on the list, and we’ll check.
  2. Contact us:
    • Select “Account Issues” from the drop down menu
    • Enter “Duplicated Account” as the Subject line to get a faster response
    • Include the list of email addresses you may have used with Turo with your message

Account review

If you’re not sure why your account has been put on hold, it may be because it’s under review. The Turo Trust & Safety team regularly reviews members and trip bookings to keep Turo safe, secure, and fraud-free. To have this hold removed, you must be re-approved.

Take these steps:

  1. Take the following photos for identity verification:
    • your driver’s license
    • you holding your driver’s license next to your face
    • our passport, open to its ID page (ONLY if you’re an international applicant)
    • the payment card, in your name, that you most recently uploaded on Turo
  2. Contact us:
    • Select “Account Issues” from the drop down menu
    • Enter “My Turo account is on hold” as the Subject line to get a faster response
    • Attach the photos you took to your message

Trust and safety issue

Turo screens applicants when they create an account. We screen them again when they book a car.  After that, screenings are ongoing and can be triggered by many things. We may deny you access to or remove you from Turo at any time if our system finds a trust and safety issue with your account. If that happened in your case, we’d have sent you an email letting you know. Sometimes, users can appeal this decision. If that’s true for you, the email we sent would’ve explained how to do so.

Unfortunately, we can’t tell you the exact reason why you can’t use Turo. Even if you contact customer support, we can’t. We don’t disclose the details of our screening measures because that would reduce their effectiveness. In some cases, you might find it helpful to review our eligibility requirements.

Decisions about access are never personal. They’re based solely on our pre-set screening policies.

Policy violation

To be sure Turo stays a safe, secure, and trusted platform, we may remove members who’ve broken Turo’s rules. This includes users who don’t follow our Community Guidelines.

If you violated a Turo policy, our Community Guidelines, or Turo’s Terms of Service, we would have sent you an email telling you what rule you broke. Our decision to remove a user because of a policy violation is final and can’t be reversed.

Poor host performance

Hosts who fail to meet performance metrics and adherence to our Terms of Service may be removed from Turo. If we’ve denied you access because of poor host performance, we’d have sent you an email explaining this. Check your Inbox and Junk Mail folder for such an email.

Turo reserves the right to adjust a vehicle’s or a host’s search ranking and search exclusion and to remove vehicle listings or users at any time, for any reason. These metrics are not the exclusive set of criteria that Turo uses to evaluate host performance or account eligibility.

Timeline for issue resolution

If you’re waiting on approval, our Verification team will review your account and documentation and get back to you within 24 hours. Depending on the issue, the team is often able to respond more quickly. Contacting us more than once won’t result in a faster response. It may disrupt the process flow and add to your  wait time. Contacting us with an issue about which we’ve already made a final decision won’t result in a different decision. Turo has the right to deny access to or remove users at any time for any reason.

 

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