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Support Center

Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

Overview

How do I sign up or activate my account?

Turo will create a/an Turo Claims account on your behalf. Once created, an email will be sent to you with a link you can use to begin the activation process.

If you have been notified by Turo that your first payment has been sent but have not received an activation email, click here.

If you have any questions about creating a Payment Portal, please visit Turo Help Center or contact Turo for support.

How do I log in to Turo Claims?

To log in to the Pay Portal:

  1. Enter your Login ID and Password in the Login screen.
  2. Click on Sign In.
How do I change my profile information?
  1. Log in to your Pay Portal.
  2. Click Settings > Profile
  3. Make the changes.
  4. Click Save

If you are unable to update your information, please contact Turo directly.

How do I change my account password?
  1. Log in to your Pay Portal.
  2. Click Settings > Security
  3. Enter your existing password.
  4. Enter and confirm a new unique password.
  5. Click Update Password

Password requirements:

  • At least 1 upper case letter
  • At least 1 lower case letter
  • At least 1 number
  • At least 8-128 characters long
  • At least 1 special character
  • Not used before.
What should I do if I've forgotten my password?
  1. Click Forgot Your Password? on the Pay Portal login page.
  2. Enter the email address registered on your Pay Portal.
  3. A password reset notification will be sent to this email. Click the Reset Password link. This will direct you to a page where you can enter and confirm your new password.

NOTE: You may be required to complete an additional authentication step to verify your identity. If prompted, choose one of the options and follow the on-screen instructions.

  1. Enter and confirm a new unique password.
  2. After successfully resetting your password, a confirmation email will be sent to your email. Click Return to Login Page and use your new password to log in to the Pay Portal.

Account Verification

What information needs to be verified?

Verification of person identified as the account holder:

  • Government / National ID
  • Passport
  • Driver’s License

Information on the submitted documents must be current and clearly visible. Up to 2 pieces of identification may be required.

Verification of account holder’s address:

  • Utility bill (e.g., gas, electric, water, cable, phone)
  • Financial statement
  • National ID
  • Government issued documents (e.g., tax bills, balancing statements)

Full name, address, and document validity (dated within the last 12 months) must be clearly visible.

How long does it take to verify my documents?

If the submitted documents meet the above requirements, verification will be within 2 business days. We will send you an email if additional information is required.

What type of documents are acceptable as proof of address?
  • Utility bills (e.g., gas, electric, water, internet, landline phone)
  • Bank or credit card statements
  • Tax assessments
  • Local government letters confirming address
Can I use a nickname or alternative name?

No. The name on your profile must match your documents and be your legal given name.

Note: Changes made to your Pay Portal profile may retrigger account verification.

What is the format for providing my date of birth?

MM/DD/YYYY

What should I do if I have submitted the required documents, but transfers are still not working?

Please allow us time to review the documents. We will contact you if any additional information is required and send you an email notification once the review is successful.

Are photocopies of the required documents acceptable?

No, original documents must be scanned and uploaded.

I’m trying to upload the requested documents, but it says the file size is too big. What do I do?

If you are trying to upload a photo of a required document and it is too big, save as .png or .jpeg to reduce the size. The file size should be under 4MB.

I have an expired passport. Can I still submit that on the Pay Portal?

No, only a valid and current government-issued ID should be submitted. Any expired document submitted will be rejected.

Does the address on the verification document need to match my Pay Portal profile?

Yes. The address on your Pay Portal (under Settings > Profile) needs to be exactly the same.

If you are not able to update your profile address, please contact Turo directly.

Withdrawing Funds

How do I transfer funds from Turo Claims to my bank account?

You can transfer the balance of your Pay Portal to any bank account in your country.

To transfer your Pay Portal balance to a bank account:

  1. Click on Transfer.
  2. If you are transferring to a new account, select Add New Transfer Method.
  3. Select the country and currency of the bank account where the funds are going to be sent to.
  4. Select the transfer method and click on Continue.
  5. Enter the required account information. Please carefully verify that your banking information is correct, as incorrect information may cause significant delays to your transfer.
  6. Remember As is a nickname given to your transfer method. For example, “Andy’s Savings.” This name will appear in the transfer center.
  7. Make sure all the information is correct and click on Confirm.
  8. If currency conversion is required to complete the transaction, currency conversion details will be displayed.

Please allow 1-3 business days for the funds to be credited to a bank account in North America or Europe, or up to 5 business days for other destinations.

Where can I find my banking information?

You can obtain your bank information from your financial institution, a bank statement, or by referring to the details on the bottom of your checks.

In the United States and Canada, your account information will be displayed as shown on the sample checks below:

U.S. Accounts:
United States check with bank details

Canadian Accounts:
Canadian check with bank details

How do I set up Auto Transfer?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center next to your preferred transfer method, click Action > Create Auto Transfer.
  4. Make sure the “Auto Transfer Enabled” box is checked, then choose between daily and monthly Auto Transfer configurations.
  5. For currency and threshold settings, click More Options.
  6. Click Confirm
How can I update automatic transfers to my bank account?
To update Auto Transfer to your bank account:
  1. Click on Transfer from the menu.
  2. Under Action click on Update Auto Transfer for the specific account.
  3. You will now see the details of your Auto Transfer configuration on the Transfer page, along with the options to either Edit or Disable your Auto Transfer.
How do I update my bank account information?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Update
  4. Update your account information.
  5. Click Continue
  6. Review your profile information and make updates if required.
  7. Click Confirm
How do I view my transaction history?
  1. Log in to your Pay Portal.
  2. Click History
  3. Select a date range and specify the transaction type.
  4. Click Search

Tracking Your Payment/Transfers

What do the payment status descriptions refer to?

Payments and transfers go through various stages while being processed. Updates are noted on your Pay Portal to keep you apprised of your funds and when you can expect them.

What is a Receipt ID?
The Receipt ID is a record of the transaction which can be referenced when contacting customer support.
Where can I find my destination bank account or debit card number?
  1. Log in to your Pay Portal.
  2. Click History
  3. Click on the transaction description to view the details.

Note: For security reasons, only the last four digits of your account information will be displayed.

Why does my account need review?
As part of our compliance program, we may require that you provide some additional information in order for you to continue to receive funds. For security reasons, we will not ask you to provide or verify personal information via email. Please visit your Pay Portal to update your information and follow steps to review your personal information.
It is past the estimated deposit date. Why haven't I received my funds?

Our goal is to send your funds to you as quickly as possible. However, once the transfer has cleared our systems, processing times can vary according to the receiving bank and any intermediary financial institutions involved in the transaction. Depending on your country and region, some transfers may take longer than others to be received.

Why am I getting multiple emails?
If you have initiated multiple transfers from your Pay Portal, you will receive separate cash out notifications for each transfer.
How do I update the destination bank account for my payment?

After a payment has been processed, the destination account cannot be changed. However, you can update the destination account for future payments by following these steps:

  1. Log in to the Pay Portal
  2. Click Transfer
  3. On the Transfer Center, click Action > Update
  4. Update the information
  5. Click Confirm.
My payment amount is different than I anticipated. Why?
When a payment is initiated, the amount transferred from your Pay Portal will be deducted, along with a transfer fee (if applicable). In the case of wire transfers, the recipient bank may impose processing fees which will be deducted from your balance.

Customer Support

How do I contact Customer Support?
Please refer to the Support tab at the top of the page for support hours and contact information.

Contact us:

Email Support

Please login and use the form provided under the Support section to send us your question. If you have issues logging in, please contact us by phone.

Telephone

Live customer service representatives are available for support:

English: Monday - Friday: 06:00 AM - 8:00 PM Pacific Time (PT), Saturday and Sunday: 8:00 AM - 5:00 PM PT 
Spanish: Monday - Friday: 06:00 AM - 8:00 PM Pacific Time (PT), Saturday and Sunday: 8:00 AM - 5:00 PM PT 
French and Mandarin Chinese: Monday - Friday:  08:00 AM - 5:00 PM PT

  • U.S.A. / Canada Toll Free: 1-877-546-8220
  • Worldwide: 001-604-638-6657

Chat

Chat support may be available if offered by your company. Please be sure you’re logged in to take advantage of our live chat feature. If you’re logged in already, look for the chat icon in the bottom-right corner of the page.