If you’re having issues with your account, please do not create a new account. Turo allows users to have one account only, so creating another could cause more problems.
You may find it helpful to first check Turo’s eligibility requirements to learn if your issue is related to something listed there. Eligibility requirements differ in each region where Turo is available.
Review the information below to learn why you’re unable to log into your account or to book or list a vehicle.
- Auto insurance score
- Account information linked to another Turo account
- Multiple accounts
- Account review
- Trust and safety issue
- Policy violation
Auto insurance score
Turo receives an applicant’s auto insurance score (AIS) from the credit reporting agency TransUnion. This score tells us how likely it is that someone will file an insurance claim. An AIS plays a part in our decision whether or not to grant access to Turo. You can read more about AIS here.
If we denied you access to Turo because of a low auto insurance score, we would have sent you an email explaining this. Please check your Inbox and Junk Mail folder to see if you’ve received an email about this issue (the subject line includes “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 may contact TransUnion to dispute it. The email we sent you includes TransUnion’s mailing address, where you can submit your dispute.
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. This is very common between couples, family members, or friends.
Take these steps:
- 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.
- 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)
- Ask the person or people who share your account information to follow these same steps.
- 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
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:
- 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.
- 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:
- 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
- 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. That means you can be denied access to or removed from Turo at any time if our system finds a trust and safety issue with your account.
If we denied you access or removed you from Turo because of a trust and safety issue, we would have sent you an email letting you know. In some cases, you can appeal this decision. If that’s true for you, the email that you received would explain how to submit an appeal.
Unfortunately, we can’t tell you the exact reason why you can’t use Turo. We’re unable to tell you why even if you contact us directly. We don’t disclose the details of our screening measures because that would greatly reduce their effectiveness. In some cases, you might find it helpful to review our eligibility requirements.
Decisions about access are never personal. They are based solely on our pre-set screening policies.
Policy violation
To be sure Turo stays a safe, secure, and trusted place to share cars, 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 from Turo because of a policy violation is final and cannot be reversed.
How long will it take to resolve these issues?
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 much more quickly. Contacting us more than once will not result in a faster response. In fact, it may disrupt the process flow and result in a longer wait time. Contacting us about an issue about which we’ve already made a final decision will not result in a different decision. Please keep in mind that Turo has the right to deny access to or remove users at any time for any reason.