One of the most important steps during the reservation process is getting the guest to go through the driver verification process. Unless a guest is an approved driver, the protection package they chose will not be valid. Although getting verified is the responsibility of the guest, there are a few steps a host can take to make sure that they have gone through the process.
If your guest asks you for help, here are the steps to walk them through:
Step 1
Have the guest click on the booking details page and scroll down to the passenger section. They will see their name listed with a button that says Verify ID and update birthday. Both steps will need to be completed.
Step 2
Once they click on the Verify ID button they will be prompted to input the country (and then state or territory, if in the U.S. or Canada) where their license was issued. They will then be prompted to take photos. Please note that the driver verification process requires a mobile device in order to complete. The photos consist of the front and back of their drivers license first, and then 3 live photos of their face. For the live face photos, they will need to follow directions on screen to turn their head to the right, left, and then back forward, in order for the system to capture all three required angles seamlessly.
Step 3
Once all of the photos have been completed, we’ll send them an email to thank them for the information and let them know that we’ve received the photos.
Driver verifications, if completed correctly, should not take more than 24 hours to verify. It is important to note that Outdoorsy does a multi-step verification on every guest. The first step is the personal identification check, which can be done at any time prior to the vehicle handoff, and the additional steps complete the risk assessment checks. The risk assessment checks will only be completed once the booking is confirmed and the first payment is made.
It is important to be able to help troubleshoot the driver verification process with your guest, should they have any questions or concerns. It not only eliminates having to call support but also provides a sense of comfort to the guest that you know how to help.
Questions you may receive from guests along with the answer you can provide:
I uploaded all of my photos and have confirmation they’ve been received, but I still have not been verified. What am I doing wrong?
You have not done anything wrong! Outdoorsy does a multi-step verification process. Some of the steps only occur once the reservation has been confirmed and the first payment is made. As soon as that is complete, the needed processes will automatically run and you will get the result of your verification within 24 hours.
As a guest how do I verify another driver?
On your Trips page, go to the booking details page and click add passenger. You will input the name and email of the additional driver, and check the box that they will be driving. The new passenger will then receive an email, which they need to accept and then they will go through the same process. The new passenger will need to sign into their Outdoorsy account, using the same email you sent them the invite with, go to their Trips page (outdoorsy.com/trips), then go to the booking details page and click on verify ID.
Do you have any tips for taking proper verification photos?
Yes! Make sure you remove any hats or glasses first, since the system needs to capture your whole face. Also make sure you're in a room with good ambient light, not too dark but also no bright or direct light sources in the background of the picture. When taking license photos, the photos must not be blurry, contain glare from a flash, or be too dark. The license should be centered within the border as indicated while taking the photos.
Why did my driver verification fail?
Unfortunately, we are not able to comment on why a guest passes or fails the driver verification. Suggest that the Guest call Outdoorsy at 1-877-723-7232 to see if there is anything that can be done or if they should add another person as a driver.