Help & FAQ
Helpful information to make your Vay experience simple and seamless.
Help
Top 5 – Frequently asked questions
Most accounts are verified within a few hours. Once we receive your Motor Vehicle Report (MVR), verification can take up to 72 hours. We’ll send you a push notification the moment your account is ready.
If verification is taking longer than expected, it’s usually one of these:
- Blurry license photo. Your driver’s license photo must be clear, with no blur, glare, or reflections. If your photo was rejected, you can retake it, or contact us and we’ll reset it for you.
- Driving record check. Your MVR must be clean for insurance purposes. For some licenses (for example, California), state restrictions on record details can prevent us from completing verification, and we may have to decline it.
- Payment method. Your card must be a regular debit or credit card — temporary or virtual cards are declined.
Hawaii licenses
We can’t request MVRs directly from the Hawaii DMV, so you’ll need to request your own driver history record from the Hawaii DMV and send us a clear copy via our support forms, including your full name and the email on your Vay account.
Why do I need proof of driving experience if I’m under 21?
Teen and under-21 drivers need at least two years of driving experience for insurance purposes. We check the issue date on your license to confirm this. See What’s the age requirement to use Vay? in General questions for the full teen-driver rules.
If your documents were rejected
- Your license must be a valid US driver’s license, or — if you’re 25 or older — a valid license from Germany, India, China (including Hong Kong), Mexico, the United Kingdom, Australia, Canada, the Netherlands, Spain, or Japan.
- Your photo must be clear and free of blur or reflections.
- Your payment method must be a regular debit or credit card.
Still stuck? Contact us and we’ll help. You can also call us at +1 (775) 227-5451.
| What | Price | Notes |
|---|---|---|
| Base fare | $0.99 per rental | Minimum trip fare |
| Driving | $0.25/minute + $0.60/mile | Billed by actual time and distance |
| Stopover (parked) | $0.10/minute ($6/hour) | Car stays locked and reserved for you |
| Driverless delivery | $2.99 flat (optional) | Only if you choose delivery instead of self-pickup |
Holds and charges you might see
- $25 pre-authorization hold when you request a Vay. This is not a charge — see Pre-authorization on your card in Before my trip.
- $50 mid-trip charge on long trips. If your running trip total passes $50 during a trip, we charge $50 toward your final bill at that point. This is a real charge, not a hold — it’s deducted from your final total, so you never pay twice.
- $100 hold on Green Dot cards. Some card issuers, including Green Dot, display our $25 pre-authorization as a $100 pending hold on your statement. Only $25 is held by Vay; the difference is your issuer’s handling and is released by your bank.
If a payment fails
Use a regular debit or credit card — temporary and virtual cards are declined. If your payment method stops working, we may pause your account until the outstanding balance is settled. Update your card in the app under Profile, or contact us. Not sure about a charge on your statement? See I don’t recognize a charge on my statement in After my trip.My delivery is taking longer than the estimate
Your car is still reserved for you and on its way. When demand is high, delivery requests wait in a queue for the next available Remote Driver, and the initial estimate can’t always account for that. See Why am I not connected to a Remote Driver yet? in Before my trip for how the queue works.
The app says the car arrived, but I can’t find it
The Remote Driver sometimes can’t stop exactly on the pin — parking restrictions or traffic may force them to stop around the corner or circle nearby streets. To find the car:
- Open the map in the app — the car’s live position and your own heading (the direction your phone is pointing) are both shown.
- Zoom and pan to see exactly which side of the street or corner the car is on, and tap re-center if you get lost.
- Look for the Vay logo on the side of the car, and match the license plate shown in the app.
Apply your code before you request the car. Promo codes can’t be added during a trip or after it ends, and they can’t be applied retroactively to a finished trip.
- Open the app and go to Profile → Rewards.
- Enter your promo code and tap apply.
- Request your car as usual — the discount is applied automatically to that trip’s final bill.
Good to know:
- Your available rewards and applied codes are listed in the Rewards section — check there before you book to make sure your code is active.
- If you have more than one active discount, the first entered discount is applied first; you can’t choose which code applies to a specific trip.
- First-trip offers work the same way: apply the code in Rewards before requesting your first car. However, first trip offers are applied first.
Vay cars come charged — on most trips you won’t need to think about charging at all. If you’re running low:
- Find a fast charger. We recommend Electrify America stations first (fastest), then ChargePoint or other networks. Use the Electrify America app, Apple Maps, or Google Maps to find the nearest station.
- Park, turn the vehicle off, and open the charging port on the front of the car by pressing it.
- Connect the cable and start the session with your own card via the station’s reader or app.
- Keep your receipt and submit a Refund Request via our support forms — we’ll reimburse the charging cost.
Good to know:
- Charging during a stopover? We can reimburse up to 7 hours of stopover time while charging — include the charging duration when you submit your receipt.
- Please don’t run the battery down — end your trip with at least 30 miles of range left.
- Full step-by-step instructions: see our Charging Guide.
Emergencies
If anyone is injured or in danger, call 911 first.
- Turn on the hazard lights.
- If the crash is minor and the car can be moved, take photos of the vehicles and the scene first, then move the car to a safe spot. If you’re not sure it’s safe to move, stay put and wait for the police.
- Call the police and report the accident. They may not come out for minor crashes, but the accident still has to be reported.
- If the vehicle can’t be driven, call the Vay Help Desk at +1 (775) 227-5451 — we’ll arrange towing or send our service team.
- Fill out the Accident Report via our support forms as soon as possible with as much detail as you can, and attach the police report if you have one.
For what happens next — damage fees, insurance, and claim status — see Am I insured for accidents and car damage? and How do I file or check on a claim? in General questions.
In the folder behind the driver’s sun visor. If they’re missing, call us at +1 (775) 227-5451 and we’ll email you copies right away.
General questions
Vay delivers a rental car to you with nobody inside — a professionally trained Remote Driver drives it to your location remotely. You drive yourself wherever you’re going, and when you’re done, hand the car back to a Remote Driver or park it yourself in the service area. Read the full walkthrough on How it works.
You’ll need:
- A valid driver’s license — a US license, or (if you’re 25 or older) a license from Germany, India, China (including Hong Kong), Mexico, the United Kingdom, Australia, Canada, the Netherlands, Spain, or Japan
- A regular debit or credit card (temporary and virtual cards are declined)
Then, in the app:
- Verify your email address.
- Take a clear photo of your driver’s license — blurred images are declined.
- Take a photo of yourself for identity verification.
- Add your payment method.
You can review your details anytime under Profile. Verification usually completes within a few hours — see Why is my account not verified yet? if it’s taking longer.
See the pricing table under How does billing work at Vay?, or How it works. In short: $0.99 base fare, $0.25/minute + $0.60/mile while driving, $0.10/minute while parked in Stopover mode, and an optional $2.99 driverless delivery fee. Current pricing is always shown in the app before you confirm a booking.
You must be at least 18 years old to book a Vay with a US driver’s license. International license holders must be 25 or older — see Do I need a special driver’s license? for the list of supported countries.
Teen drivers and anyone aged 18–20 have a few extra requirements for insurance purposes:
- License duration: you must have held your driver’s license for at least two years.
- Driving record: your Motor Vehicle Report (MVR) must be clear of traffic offenses.
- Trip times: trips can’t be started between 10 PM and 6 AM.
No special license is needed — a valid standard driver’s license is all it takes:
- US licenses: accepted for drivers 18 and older (see the age requirement entry for teen-driver rules).
- International licenses: accepted for drivers 25 and older from Germany, India, China (including Hong Kong), Mexico, the United Kingdom, Australia, Canada, the Netherlands, Spain, and Japan.
The Vay app is available in the US, Canadian, Australian, German, and Mexican App Stores and Play Stores.
Yes — download the Vay app from the Google Play Store (available in the US, Canada, Australia, Germany, and Mexico), as well as the Apple App Store.
How do I update my email, phone number, or payment method?
Open Profile in the app to update your payment method. You can also use Apple Pay or Google Pay. Keep your card current — an invalid payment method pauses your account until it’s fixed. To update any other details, contact us via our support forms.
My driver’s license expired or was renewed — what do I do?
To update your driver’s license, contact us via our support forms.
Why is my account suspended, and how do I get it back?
The most common reasons are an outstanding balance (a failed trip charge or an unpaid fee — settle it by updating your payment method and we’ll retry the charge), someone other than you driving during your booking, or a Terms & Conditions violation. If you believe your account was suspended in error, or you’ve resolved the issue and it’s still paused, contact us and we’ll review it.
No. Only the account holder who booked the trip may drive the car. Your verification, insurance coverage, and driving-record check apply to you personally — they don’t transfer to friends or family members. If anyone else drives the car during your booking, your account will be suspended.
If someone else needs to drive, they can create their own Vay account, get verified, and start a trip under their own name.
Vay provides liability insurance as required by local law. This helps cover injuries or damage you may cause to other people or their property while using a Vay vehicle.
Damage to the Vay vehicle is not covered by Vay or Vay’s insurance. If the vehicle is damaged during your trip, you may be responsible for repair or replacement costs.
If you or anyone using the vehicle breaks the Terms & Conditions, misuses the vehicle, or intentionally causes damage, you may be responsible for the full value of the vehicle and any related costs.
Please note: In Nevada, Vay’s insurance does not include:
- Medical coverage for you or your passengers (PIP)
- Coverage for accidents caused by uninsured or underinsured drivers (UM/UIM)
If you have questions about coverage or damage responsibility, please contact Vay Support.
Nevada law requires all drivers to carry liability insurance. This coverage helps pay for injuries or damage you cause to other people or their property in an accident.
Vay provides the required liability insurance coverage while you are driving the vehicle. However, damage to the Vay vehicle itself is not covered under this policy. If you cause damage to the Vay car, you may be responsible for the repair costs.
Nevada’s minimum required coverage is:
- $25,000 for injury to one person
- $50,000 for injuries per accident
- $20,000 for property damage
You must keep proof of insurance and registration in the vehicle at all times. Before your trip, check behind the driver’s seat sun visor for these documents. If you can’t find them, call us using the number in the app and we’ll email copies to you.
Claims are handled by a dedicated team, separate from customer support. For anything claim-related — filing a claim after an accident, a dispute about damage responsibility, or checking the status of an existing claim — submit the claims form via our support forms. Contacting general support about a claim will slow things down, since they’ll route you to the claims team anyway.
When you submit, include your trip date, the vehicle (license plate if you have it), and your accident report reference if one exists.
Beyond normal trip pricing, these fees can apply. Any fee is itemized on your receipt, and the amounts are listed in our Terms & Conditions:
- Out-of-service-area recovery: you cannot end your trip outside of the service area. If the car is abandoned outside the Las Vegas service area (shown in the app), recovery costs are billed to you.
- Cleaning fee: if the car is returned excessively dirty, or with smoke or other strong odors.
- Emergency charging: if the main battery dies during your trip and mobile charging has to be dispatched — up to $200. See The main car battery died in During my trip.
- Towing costs: if the vehicle has to be recovered because it was left somewhere it can’t legally stay.
- Damage fees: see Am I insured for accidents and car damage?
Fees are billed to your payment method on file, and outstanding fees must be settled before you can book again.
You can cancel your booking in the app any time before the vehicle is delivered. Once your trip has started, you can end it whenever you like by parking in the service area and completing the end-trip flow in the app (see How do I end my trip?).
We’re currently focused on delivering the best possible experience in the Las Vegas Valley. There are no immediate expansion plans, but we’re always evaluating what’s next — follow us on social media or watch your email for updates.
For details on our data protection practices, see our Privacy Policy.
Before my trip
Self-pickup: 24/7. Reserve a nearby parked car in the app any time, day or night. (Teen drivers and under-21: trips can’t start between 10 PM and 6 AM — see the age requirement entry.)
Driverless delivery: daily, 5:00 AM – 12:30 AM. Request a car to be delivered to you anywhere in the delivery area.
Up to 12 hours per rental, including stopovers. When you take a break from driving, put the car in Stopover mode — it locks the car, keeps it reserved for you, and switches you to the lower stopover rate.
In the app, either:
- Request delivery: drop the pin where you want the car. If your pin is inside the delivery area shown on the map, a Remote Driver will bring the car to you — driverlessly.
- Self-pickup: choose a parked car near you, reserve it, and walk over.
- You’ll get a booking confirmation in the app immediately after requesting.
- A Remote Driver connects to a car and starts driving it to your pin. You can watch it approach live on the map.
- If demand is high, your request waits in a queue first — see Why am I not connected to a Remote Driver yet?
- When the car arrives, the app notifies you. The driver may stop slightly off-pin if parking is restricted — check the map for its exact position.
- Unlock the car in the app, hop in, and the Remote Driver will welcome you and hand the car over.
When you request a delivery, a Remote Driver has to become available before your car starts moving. During busy periods your request waits in a queue, and the app shows “Connecting you to a driver…” until it’s your turn. Your request is not lost, and your car is still reserved — hold tight and keep an eye on the app.
Delivery estimates are exactly that — estimates. During peak demand the real wait can be longer than first shown. If you no longer need the car, you can cancel free of charge any time before delivery.
When you reserve a car for self-pickup, we hold it for you for 20 minutes, free of charge, so it’s still there when you arrive. Your trip (and billing) starts when you unlock the car in the app. If you don’t start the trip within 20 minutes, the reservation expires and the car is released for other riders — you can simply reserve it again if it’s still available.
See the full answer in the Top 5: apply your code under Profile → Rewards before you request the car — codes can’t be added after a trip.
Yes — please walk around the car before you start driving and report any existing damage through the Vehicle Condition Report via our support forms with a short description and photos. Reporting damage before your trip protects you: damage that’s only reported afterward may be attributed to your rental.
Never driven an EV? A few things feel different — in a good way:
- No engine noise: the car is on when the dashboard is lit, even though it’s silent.
- Instant acceleration: EVs respond immediately — ease into the pedal until you get a feel for it.
- Regenerative braking: the car slows down noticeably when you lift off the accelerator, recovering energy as it does.
- Eco mode: maximizes range by softening acceleration and climate power.
- Range: the dashboard shows remaining miles. Keep an eye on it on longer days, and end your trip with at least 30 miles of range — see How do I charge the vehicle?
During my trip
If your car was delivered: unlock it in the app, hop into the driver’s seat, and the Remote Driver will welcome you over the in-car speaker and hand the car over to you. Wait for their confirmation before driving off.
If you’re self-picking up: walk to your reserved car and unlock it in the app — your trip starts at that moment. No handover needed; just buckle up and go.
Vay cars are charged between rentals, and your car will arrive with at least 35 miles of range — plenty for a quick errand or a one-way trip. Check the range on the dashboard before you drive off. If it’s not enough for your trip:
- Don’t want it? Cancel and reserve a new car.
- Keeping it? Charge the car at any fast charger with your own card, then request a refund for the charging cost and the time spent charging via our support forms — see How do I charge the vehicle? in the Top 5.
Depending on the model, Vay cars support CarPlay and Android Auto either by cable or wirelessly:
- By cable: plug into the cable by the phone holder on the left side of the car and follow the on-screen instructions.
- Wirelessly: some models connect over Bluetooth — look for the sticker in the car with pairing instructions, or select the car in your phone’s Bluetooth settings and follow the car’s screen.
If the cable is missing or damaged, please let us know via our support forms so we can fix it for the next rider — the same cable also charges your phone.
You need your phone to use the car. Locking and unlocking, stopovers, and ending your trip all happen in the app, so a dead phone means you can’t operate the vehicle:
- Book a trip, start your rental, lock/unlock during stopovers, and end your rental — all require your phone, the Vay app, and an internet connection.
- Every Vay car has a charging cable — if your battery is getting low, plug in while you drive. Skipping phone navigation while charging speeds it up.
Anywhere in the Las Vegas Valley where it’s legal to park. Park, exit the vehicle, and select Stopover in the app — the car locks and stays reserved for you at the lower stopover rate. You’ll need an internet connection to lock and unlock during stopovers, and remember your total rental (including stopovers) can’t exceed 12 hours. For where you can park — and who pays — see the Parking section.
First, confirm:
- The basics: all doors and windows shut, engine off (the car’s display is dark).
- Connection: your phone’s Bluetooth is on and you have a stable cellular signal. Avoid dead zones like underground garages — if you have no signal, move the car to a different spot and try again.
- Ending your trip? Make sure you’re inside the service area — the app’s map shows where you can end. If you’re outside it, the trip can’t be completed there (see How do I end my trip?).
Still stuck? Call +1 (775) 227-5451 — we can lock or unlock the car remotely for you.
TL;DR: your trip must end inside the service area shown in the app (grey areas on the map are outside the service area).
Two ways to end:
- Park it yourself: drive to any legal, free public parking spot inside the service area, park, and complete the end-trip flow in the app. Don’t end your trip in paid private lots, paid garages, or gated communities — see the Parking section for more details.
- Remote Valet: can’t find parking, or you’re somewhere self-parking isn’t allowed (like most of the Strip)? Within the service area shown in the app, pull over safely, and request Remote Valet. A Remote Driver takes the car off your hands — see What is Remote Valet? below.
Remote Valet lets you hand the car back without parking it yourself. When you’re done driving:
- Pull over safely within the service area (shown in the app) and request Remote Valet in the app.
- Stay in the car. A Remote Driver connects to the vehicle remotely — this can take a few minutes.
- The driver confirms over the in-car speaker when it’s safe to step out. Please don’t exit before that confirmation — the car can’t be taken over while a door is open or someone’s inside.
- Step out and end your trip in the app. We handle the rest — parking the car or delivering it to the next rider.
Remote Valet is available during delivery operating hours (5:00 AM – 12:30 AM) in the service area — availability depends on Remote Driver capacity, so there may be a short wait at busy times.
If Remote Valet isn’t available right away, you can wait a few minutes and try again, or park the car yourself in a legal, free spot inside the non-purple service area and end the trip in the app. On the Strip, where self-parking to end a trip is very limited, try Remote Valet again after a few minutes or drive off-Strip to end your trip within the service area. For the full explanation, see How do I end my trip?
- Grey: outside the Vay service area — you can’t end your trip here but you can Stopover.
- No color: the Vay service area — drive, Stopover, park to end your trip, or request a Remote Valet.
- Purple: Remote Valet only zones — you can only end your trip via Remote Valet here.
For the full explanation, see How do I end my trip?
Keeping the battery charged during your trip is your responsibility — the app and the car will both warn you well before it runs out. If it does run out:
- Pull over safely and turn on the hazard lights.
- Call the Vay Help Desk at +1 (775) 227-5451. We’ll dispatch emergency mobile charging to you — you don’t need to arrange anything yourself.
- Stay with the vehicle until help arrives.
What to expect
- Cost: emergency charging is billed to you at up to $200. You won’t be able to start new rentals until this invoice is paid.
- It’s a small top-up, not a full charge: mobile charging only adds enough range (a few percent) to get the car moving again. Drive straight to the nearest fast charger before the battery runs out again. See our Charging Guide for charging instructions.
- If the car shows a “key fob needed” message after charging, restarting the car a couple of times clears it.
Genuine mechanical breakdowns are rare — if the car won’t drive, it’s usually the battery (see the entry above). Otherwise:
- Pull over safely and turn on the hazard lights.
- Call the Vay Help Desk at +1 (775) 227-5451 — we’ll arrange towing or send our service team.
If the breakdown involves a collision or anyone is hurt — someone rear-ended you, for example — follow I had an accident in the Emergencies section instead.
- “Service due” message on the dash: no action needed — you can keep driving. Vay handles all scheduled maintenance.
- Warning lights or low tire pressure: pull over when it’s safe, end your trip at your earliest convenience, and let us know via our support forms.
- Something broken or not working (a knob, a button, a seat adjuster): finish your trip normally and report it via the Vehicle Condition Report on our support forms.
No. Once you start your journey, the Remote Driver is completely disconnected — you have full control. If you need help during your trip, tap Help in the app to call support.
Parking
The golden rule: all normal parking laws apply to your Vay. The car will not move itself after you walk away — wherever you leave it is where it stays until a Remote Driver or the next rider takes it. Never park:
- In fire lanes or in front of hydrants
- At bus stops, in transit lanes, or blocking driveways
- In handicap-accessible spaces (unless you have a valid permit displayed)
- In permit-only, reserved, or private-resident spaces
Tickets and towing costs from illegal parking are your responsibility.
Who pays for parking?
- Public metered parking: Vay covers metered parking in 10-hour, City of Las Vegas parking spots. In all other metered areas, you cover the cost. Check posted restrictions — many meters have no-parking periods, often overnight. Don’t stay longer than 10 hours during stopovers, and when ending your trip, park at least 1 hour before any no-parking period begins so the car can be retrieved.
- Private lots, garages, and valet: you cover the cost during stopovers, and you can’t end your rental in private parking areas.
- Free public parking: end your trip or stop over freely, as long as it’s inside the service area.
- UNLV: Vay does not cover parking fees at UNLV. Normal campus rules and rates apply — use visitor parking, avoid permit-only spaces, and cover any costs yourself.
During your trip (Stopovers): anywhere it’s legal to park, following the rules above. To end your trip: inside the service area shown in the app — see How do I end my trip? in During my trip.
The Strip is the one part of town with special rules — here’s everything in one place. You can always use the “Where to?” search in the app to enter a destination and check if you can end your trip when you arrive.
Getting a car on the Strip
- Delivery (5:00 AM – 12:30 AM): request delivery to any designated pickup spot shown in the app — primarily hotel valet and rideshare areas.
- Self-pickup (24/7): if a Vay is parked nearby, reserve it in the app, walk up, and unlock it.
Parking temporarily on the Strip (stopover — 24/7)
Visiting a resort and keeping your Vay? Use Stopover mode and park in any safe, legal spot, including hotel garages. You’re responsible for any parking fees at private lots or garages. Some properties offer free parking (e.g., Treasure Island, Sahara); others reserve it for Nevada locals or loyalty members (e.g., MGM, Caesars) — check with the resort.
Ending your trip on the Strip (5:00 AM – 12:30 AM)
You can’t end your trip in a hotel garage yourself — self-parking to end a trip is extremely limited on the Strip. Instead, use Remote Valet:
- Drive to a purple Remote Valet zone shown in the app.
- Tap Request at the bottom of the app.
- Stay in the vehicle until the Remote Driver confirms over the in-car speaker that you’re free to step out.
Outside Remote Valet hours, end your trip off-Strip within the service area.
You can drive to Harry Reid International Airport only if you’re picking someone up or dropping them off — you must stay in the car while you wait.
You can’t end your trip at the airport — in any lot or area. The airport is outside the Vay service area, please end your trip inside the service area shown in the app.
It depends on where you park — see Parking with Vay: what you need to know above.
After my trip
If you were charged for time you weren’t actually able to use the vehicle — for example, while troubleshooting an issue with support — request an adjustment via our support forms after your trip. Include a short description of the issue and the timeframe affected so we can adjust the charges accurately.
- Still next to the car? Reserve it again via self-pickup, unlock it, grab your item — then call support at +1 (775) 227-5451 so we can cancel that pickup request at no cost to you.
- Already left? Submit a lost & found request with a description of the item and your trip details. A written description helps us document and track it — it’s faster than calling. We will do our best to track down your item and notify you within 7 business days if found.
Report it right away via the Vehicle Condition Report on our support forms with photos and a description. Remember: checking the car and reporting existing damage before your trip is what protects you from being held responsible — damage first reported after a trip may be attributed to your rental. For accident damage, use the Accident Report form instead.
Vay charges appear on your statement via our payment processor, Stripe, so the descriptor may not obviously say “Vay.” Before disputing with your bank, check your email for the receipt — every trip’s receipt breaks the total down. Common line items:
- $25 pending, then gone: the pre-authorization hold — never charged, released after your trip (banks can take a few days).
- $50 mid-trip: the long-trip charge when your running total passes $50 — deducted from your final bill, not extra.
- $100 pending (Green Dot and some issuers): your issuer’s display of our $25 hold — see “Pre-authorization on your card.”
- Base fare, delivery fee, driving time/distance, stopover time: the normal trip components — see the pricing table under How does billing work at Vay?
- Other fees (cleaning, out-of-area, emergency charging): see What fees can I incur? — these are itemized on your receipt.
Still doesn’t add up? Request a review via our support forms with the charge amount and date — we’ll investigate and correct any error. Approved refunds are returned to your original payment method within 5–10 business days. Please contact us before opening a bank dispute — bank disputes typically take several weeks to resolve.
Yes — a receipt is emailed automatically when your trip ends. It’s sent by our payment processor, Stripe, so the sender looks something like invoice+statements+…@stripe.com rather than a vay.io address — check your spam folder if you don’t see it.
