About Turo Go
Turo Go lets guests and hosts lock and unlock a vehicle through the Turo app. It lets you save time and boost your earnings by making your car available, even when you’re not. You can park at popular locations without worrying about managing in-person key exchanges. And you can see the location of your car before and after the trip, so you know it’s safe. Turo Go lets you track your car’s odometer reading and fuel level via the app. It uses your existing connected car software, so there’s no installation needed.
Turo Go is available everywhere in the US. Hosts in Arizona, California, Hawaii, Illinois, Louisiana, Massachusetts, New Jersey, Nevada, and Texas are able to self-register. Outside of these states, US hosts should call Customer Support at 1-415-965-4525 (US). In Canada, it’s available in Alberta, British Columbia, Ontario, Nova Scotia, and Quebec. Turo Go is also available in the UK. Eligible hosts must use the Turo app to access Turo Go. Learn more about eligibility and registration. And read the terms of the Turo Go program.
Hosting with Turo Go
Some processes, particularly those tied to guest check-in and checkout, are different for a Turo Go trip. Read the information below for instructions and guidelines that are specific to Turo Go.
Turo Go trip check-in
- Leave your car for your guest up to 12 hours before the trip starts. Park it somewhere it won’t be ticketed or towed during that time and up to 12 hours after a guest’s scheduled trip start.
- Make sure your guest knows exactly where to find the car and how to access it. Guests may cancel their trip if your instructions are unclear or hard to follow.
- Ensure the car is in an area where the guest can access it with cellular service. If you can’t lock it through the app when you leave it, chances are your guest won’t be able to access it.
Verifying the guest
- We verify guests before Turo Go trips. But if anything in guest messaging makes you uncomfortable or seems off, contact us.
- Contact us immediately if you think anyone other than your guest or their verified additional drivers plan to drive the car.
Taking pre-trip photos to document the car’s condition
- You’re not required to take pre-trip photos to be eligible for claims or reimbursement. It’s the guest’s responsibility to complete check in, and you can help by reminding them to do so. However, we do encourage you to take pre- and post-trip photos in case it’s necessary to prove damage on a trip or to escalate a reimbursement request.
- You may be able to rely solely on post-trip photos taken within 24 hours of the end of a Turo Go trip to qualify for physical damage protection if all the following conditions are met:
- the guest used the lock and unlock feature of Turo Go;
- the host (or host’s designee) was not present at the trip start; and
- the guest did not take required pre-trip photos
Turo Go trip checkout
- Be sure your guest has clear, detailed instructions on where to park the car or hand it off to you at the end of the trip.
- Guests are responsible for parking tickets or towing costs incurred up to 24 hours after a trip ends. If you direct guests to park in a spot where your vehicle is at risk of being ticketed or towed, you’ll be responsible for those costs.
Checking the car
- Check on the vehicle between trips to make sure it’s clean, well maintained and free of parking tickets.
- Check and test the Turo Go hardware device (if applicable) to make sure it wasn’t knocked loose during the trip. If it comes loose, we may cancel the next trip.
- Check your Turo Go host controls page to make sure your device is still in sync.
Taking post-trip photos to document the car’s condition.
- You must take photos after every trip. Plan to take photos no more than 24 hours after a trip ends OR before the car’s next trip begins — whichever comes first. If you don’t, you may be ineligible for physical damage reimbursement under your protection plan. You may also be unable to collect payment for some reimbursement invoices.
Avoiding issues with Turo Go
You can avoid or manage some issues by following these guidelines and instructions:
- Never unlock your car during a Turo Go trip. If the guest contacts you about an issue unlocking the car, direct them to contact Customer Support.
- Don’t list your Turo Go car more than once on the platform. Not only does Turo prohibit this practice, but if you do, it could lead to your car being double booked. Double booking can cause the technology to malfunction and lead to cancellations and penalties.
- Give guests 12 hours from the trip start time to check in. Take the steps described in this article on guest no-shows to contact your guest and then contact Turo to report a no-show and have us cancel the trip.
Troubleshooting issues with Turo Go
If you’re having trouble accessing your car via the Turo app, take some basic troubleshooting measures. Check that:
- your car’s battery is in good condition
- you’ve tried closing and restarting the Turo app
- you’ve downloaded the latest version of the app
If these troubleshooting measures fail and you have a Turo Go hardware divide installed, make sure:
- the Turo Go device is securely plugged in to your car’s OBD port
- you’re within 15 feet of the car and have Bluetooth enabled
- you’ve tried turning Bluetooth off and on again
- you’ve tried closing and restarting the Turo app
Status Error troubleshooting
If you tried the basic troubleshooting methods above but still can’t connect, it may mean Turo Go is having trouble accessing your vehicle. Open the Turo Go tab and check the vehicle’s status under “Eligible Cars.” Look for one of the messages listed below.
- Authentication failure - If you updated your credentials with your OEM, you’ll also need to update your credentials in your Turo account. You can do this in the Turo Go tab by clicking the "Resolve" button.
- Connection failure - Turo Go will pause if your OEM connected car subscription or payment method expired. You’ll need to update your OEM connected car package. Open the Turo Go tab and tap "Resolve", or navigate to your OEM connected car account.
- Access error - Certain makes and models may have issues if you haven't started the vehicle in more than 14 days, or if you turned off remote access. Resolve these issues by starting your car or enabling remote access.
Managing a trip with a status error
If you see a status error on a vehicle, it means that Turo Go won't function correctly. If the car is in an error state and has a Turo Go trip scheduled to begin within the next 12 hours, we’ll convert that trip and all upcoming trips in that car to non-Turo Go trips. Once you resolve the status issue, our system will revert the upcoming trips to Turo Go trips.
If you can't resolve the error before your next trip starts, you can either
- meet your guest for an in-person check-in, OR
- make other arrangements to give your guest the key.
If you're unable to honor a non-Turo Go trip, contact Turo’s cancellation team. Call 1-415-963-4109 (US), 1-888-391-0460 (CA), or 44 808 164 1454 (UK).