Understanding why my account is restricted

Article updated on 15/11/2021

This article is for drivers. Owners, please click here.

For the safety of our users, we reserve the right to restrict accounts at any time, and at the sole discretion of our team. ⚠️ If your account is restricted, any new account you create will also be blocked.

Restrictions can be temporary or permanent. When we restrict your account, we usually notify you via an automatic email. This email explains whether there’s anything you can do to lift the restriction and which of the following 3 restriction reasons applies in your case:

1) Unpaid debt

If you have an unpaid debt, your account will be restricted until it has been paid. To settle your debt, go to your account > “Your Payments” > click the link to pay by card. Note that the restriction is not lifted automatically. You’ll need to wait 2-3 days for the payment to reach us, then contact us to request that we lift the restriction.

2) Breach of our Terms of Service or user policy

This category covers a wide range of scenarios that include, but are not limited to, the following examples:

Failing to meet our requirements for drivers, for example:

  • Insufficient driving experience (Our insurance requires at least 2 years of driving experience. If you renewed or transferred your licence so that it doesn’t show the original first issue date, please send us proof of the real date on which you first gained the right to drive.)
  • Licence/ID has expired
  • Licence/ID that is excessively deteriorated
  • Licence that doesn’t include Category B
  • Failing to meet the legal requirements for drivers in your country. (For example: if you're an expat with a foreign licence, you may need to update your licence to your new country of residence after having lived there for a certain period of time.)

Having multiple accounts:

For security reasons, we only allow one account per user. If you have multiple accounts, please choose one to keep and delete the rest. Then, let us know by responding to the email you received when we restricted your account. ⚠️ If any of your accounts are blocked for a separate reason (bad behaviour, etc.), your access will remain restricted even once you delete the duplicate accounts.

Irresponsible or disrespectful behaviour, such as:

  • Receiving multiple tickets during a single rental
  • Returning the car in an unreasonably dirty condition
  • Returning the car excessively late
  • Insulting or threatening another user or a Getaround employee

3) Trust and safety concern

Our Safety Team screens all user accounts to detect potential security threats. In order to preserve the effectiveness of these screening measures, we can't disclose details about them. However, if we restrict your account due to a trust and safety concern, we’ll explain in an email whether you can get the restriction lifted by sending us additional information or documents.

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