Please try again and make sure that:

• all doors are closed,
• the engine is turned off,
• and you have sufficient internet connection.

If the problem continues, contact us at +1 (775) 227-5451 for assistance. They will be able to lock/unlock the car from a distance. If you don’t have cellular connection, please drive to a different location and try again.

The Remote Driver seems delayed. What should I do? If your car arrives later than the estimated time, be assured that it is still reserved for you and on its way. Sometimes, Remote Drivers may need additional time to begin driving due to unforeseen factors. I can't find the car at the delivery location. What should I do? Occasionally, the Remote Driver might not be able to stay exactly at the selected location (e.g., due to parking restrictions or traffic) and may need to circle around nearby streets. Please check nearby areas, such as around the corner or adjacent blocks. The vehicle is easy to identify with a Vay logo on the side.

Service Costs You can rent the car for $0.35/min, which covers tax and insurance. During 'stopover' mode, when the vehicle is parked and you're not driving, the rental rate reduces to $0.05/min ($3 per hour). Our prices are guaranteed to be half the cost of ride-hailing services. If you find any trip where we're not at least 50% cheaper, simply send a screenshot of the quote for the same route to [email protected], and we'll refund you for the entire trip. $25 was deducted from my account Don’t worry – this amount will be fully refunded after your trip. This quick check helps ensure everything is set for a smooth booking experience with Vay. Find more details under "Pre-authorization on your card". Parking Costs Please refer to the section "Parking with Vay: What You Need to Know" for details on where you can park your Vay vehicle. When Payment Method Fails... Please use a regular debit or credit card. Temporary cards cannot be accepted and will be declined during sign-up. Make sure your payment information is up-to-date with a valid card to allow for seamless processing. If payment information isn’t current, we may need to temporarily restrict account access until any outstanding payment issues are resolved. Please send an email to [email protected] if you have any questions.

Once we receive your MVR, we’ll aim to verify your account within 72 hours. We’ll notify you via push-notification as soon as your account is set up and ready for use. If your verification isn’t working, one of the following might be the reason:

• Ensure you upload a clear image of your driver’s license before submitting it. If the image is blurry or unclear after submitting, please email us at [email protected], and we’ll reset the photo for you.
• To use Vay, your MVR check must be clean for insurance purposes. In some cases (e.g., California driver’s licenses), regional restrictions on certain driving record details may prevent us from completing the verification. If this happens, we may need to decline verification.
• Your payment method needs to be valid and meet the requirements (e.g., no temporary cards).

💡If you have questions about your verification status, please reach out to us at [email protected], and we’ll be happy to assist. Additional Steps for Hawaii Licenses For Hawaii driver’s licenses, Vay cannot directly request your Motor Vehicle Record (MVR) to verify your driving experience. Instead, you’ll need to obtain your MVR from the Hawaii DMV and send it to us.

• How to Get Your MVR: Visit the Hawaii DMV website or contact their office to request your MVR.
• Send Us Your MVR: Once you have your MVR, email a clear copy to our support team at [email protected]. Be sure to include your full name and the email address associated with your Vay account to make the verification process as smooth as possible.

Why do I need to provide proof of driving experience if I’m under 21? If you’re under 21, we need to confirm at least two years of driving experience for insurance purposes. To do this, we check the issue date on your driver’s license to verify the experience requirement. If your documents got rejected If your verification documents are rejected, double-check that:

• You have a US driver's license,
• Your photo is clear and free of any blurs or reflections,
• Your payment method is valid and meets the requirements (e.g. no temporary cards):

If everything seems correct and the issue persists, please email us at [email protected]. How to reset your information Please send an email to [email protected] and add a short explanation.

On our map, you’ll see three color zones, each indicating different service areas. To end your trip please drive to the white or purple zone. Stopovers are also possible in the grey area. Here’s a more detailed description:

• Purple Zone: This central area in Las Vegas is where we can deliver a vehicle to you via Remote Driving. It’s also the only area where we can fulfill takeback requests. You will also be able to self park in this area. Be aware that there are some no-parking zones within this area. You can zoom in on the app to find out!
• White (Unshaded) Zone: Surrounding the purple area, this zone also allows you to end your trip.
• Grey Zone: You can always drive through this zone or make stopovers here, but you cannot end your trip in this zone. Make sure you have an internet connection for using the stopover function. Within the Geofence there might be additional greyed out areas in which you will not be able to end the trip.

Please refer to the section "Parking with Vay: What You Need to Know" for details on where you can park your Vay vehicle.

Please try again and make sure that

• all doors are closed,
• the engine is turned off,
• and you have sufficient internet connection.

If the problem continues, contact us at +1 (775) 227-5451 for assistance. They will be able to lock/unlock the car from a distance. If you don’t have cellular connection, please drive to a different location and try again.

1. 1. Remain calm.
2. 2. Turn on the hazard lights.
3. 3. Please park the vehicle in a safe spot in case of a minor crash. If you are not sure, wait for the police or call us. Before moving the vehicle, please take pictures of the cars and the scene of the accident.
4. 4. Call the police and report the accident (they might not come for minor crashes, but we still have to report it).
   • If the vehicle cannot be moved, call us at the Vay Help desk at: +1 (775) 227-5451 and we will assist in arranging towing or sending our service team.
   • Please fill out the accident report with as much detailed data as possible and send it to our claims department: [email protected], attaching the police report (if applicable). You can find the accident report under the driver's sun visor.

Be mindful of the battery level – it’s your responsibility to keep it charged. If the it runs out during your trip, follow these steps:

1. 1. Call for emergency charging support: Contact ‘EV Mobile Charging Las Vegas’ at (702) 758-5809. The service costs approximately $130 and needs to be paid by you.
2. 2. Stay with the vehicle until the issue is resolved.
3. 3. Ensure your safety: In case the car stops on the street, put on the safety vest and set up the warning triangle behind it. Both are located in a bag in the trunk.
4. 4. Payment: You will receive an invoice directly from the charging service. If you are unable to pay immediately, Vay will handle the invoice and forward it to you.
5. 5. Call us at the Vay Help desk at +1 (775) 227-5451. We will support you by arranging a towing or sending you our service team.
6. 6. After charging: The charging service only charges the car enough to get it running again, so please drive to the nearest charging station or end your trip before the battery runs out again. If the car displays a message saying a key fob is needed, try restarting the car a couple of times.

1. 1. Remain calm.
2. 2. If possible, please move the vehicle to a safe spot.
3. 3. Turn on the hazard lights.
4. 4. Call local law enforcement.
   • For emergencies, dial 911
   • For non-emergencies, dial +1 (702) 828-3111
5. 5. Call us at the Vay Help desk at +1 (775) 227-5451. We will support you by arranging a towing or sending you our service team.

In the event the police requests that you pull the vehicle over:

• Stop your vehicle as far out of the lane of travel as possible.
• Turn on the hazard lights.
• Turn off the engine.
• Stay in your vehicle. If you are stopped at night, turn on the interior light. Good lighting assists in good communication.
• Keep your hands in plain view at all times (preferably on the steering wheel) and refrain from making any sudden movements. Wait for the officer to request your license, registration, and evidence of insurance.
• Vehicle documents are in the folder under the driver's sun visor.
• For any support, call us at the Vay Help desk at: +1 (775) 227-5451

You can find them under the driver's sun visor.

Please send an email to [email protected] with a description and photos attached.

You can find a detailed summary on how our service works here.

Service Costs You can rent the car for $0.35/min, which covers tax and insurance. During 'stopover' mode, when the vehicle is parked and you're not driving, the rental rate reduces to $0.05/min ($3 per hour). Our prices are guaranteed to be half the cost of Uber. If you find any trip where we're not at least 50% cheaper than Uber, simply send a screenshot of the Uber or Lyft quote for the same route to [email protected] and we'll refund you for the entire trip. Parking Costs Please refer to the section "Parking with Vay: What You Need to Know" for details on where you can park your Vay vehicle.

Public Metered Parking Vay will cover all parking costs for public metered parking in designated 10-hour zones, as shown on the map below. In all other metered areas, you will need to cover the parking costs yourself. Please always check local restrictions to avoid parking during prohibited times, often at night. During stopovers, ensure you do not stay in these zones longer than 10 hours. When ending your trip, park at least 1 hour before any no-parking period begins to allow enough time for vehicle retrieval.

Private Parking Grounds (e.g., valet, parking garages, etc.) Unfortunately, you cannot end your rental in private parking areas. If you’re making a stopover and choose to park on private grounds, please remember to cover the parking costs yourself.

Free Parking (within the service area) You can freely end your trip or park during stopovers in free parking zones as long as they are within the service area.

You can take the car anywhere! During that time you can do temporary stopovers - you can use the app to lock and unlock the car. Be aware that doing stopovers requires internet connection to lock/unlock the car. At the end of your trip, simply return the vehicle within the designated white or purple area shown in the app. Please keep in mind that your total rental time (including stopovers) may not exceed 12 hours.

On our map, you’ll see three color zones, each indicating different service areas. To end your trip please drive to the white or purple zone. Stopovers are also possible in the grey area. Here’s a more detailed description:

• Purple Zone: This central area in Las Vegas is where we can deliver a vehicle to you via Remote Driving. It’s also the only area where we can fulfill takeback requests. You will also be able to self park in this area. Be aware that there are some no-parking zones within this area. You can zoom in on the app to find out!
• White (Unshaded) Zone: Surrounding the purple area, this zone also allows you to end your trip.
• Grey Zone: You can always drive through this zone or make stopovers here, but you cannot end your trip in this zone. Make sure you have an internet connection for using the stopover function. Within the Geofence there might be additional greyed out areas in which you will not be able to end the trip.

Please refer to the section "Parking with Vay: What You Need to Know" for details on where you can park your Vay vehicle.

When you first download the app you need to follow these steps to complete verification:

• Verify your email address.
• Take a clear photo of your driver’s license (blurred images will be declined).
• Upload your payment method.

You can review your information by selecting the “Profile” button in the bottom right corner.

Our driverless delivery service operates daily from 6:30am to 10pm. You can request a driverless delivery in the purple area. You can also pick up the car yourself anytime, day or night (24/7). Note: If you are under 21, you can only self-pickup between the hours of 6AM - 10PM.

You can keep the car for up to 12 hours. Don’t forget to put the car into “stopover” mode when you take a break from driving. This will lock the car and you are charged the lower stopover fee.

No! There’s no need to charge the vehicle before returning it. Just park it and we’ll take care of the rest. But please make sure to not return the car completely empty. Leave at least 30 miles of range available. If you find yourself running low on battery during your trip, you can refer to the instructions in the “How do I charge the vehicle?” section.

Currently, we’re focused on delivering the best possible experience in our existing service area within Las Vegas. While there are no immediate expansion plans, we’re always evaluating opportunities for the future. You can check your emails or follow us on social media to stay updated.

For detailed information on our data protection practices, please refer to our Privacy Policy.

😊🤔😍😡🥳😭😁🤗😤😳🤩🤨 … Feeling any of these emotions? Let us know at [email protected], we’d love to hear from you. Every bit of feedback helps us fine-tune our service, and we’re constantly learning and optimizing to make your experience smoother and more enjoyable.

How will I know my booking was successful? Upon successful booking, you will receive an immediate confirmation through the Vay app.   How is the vehicle delivered? The vehicle will be delivered to your location using our Remote Driving technology.   When does the service start? Service begins when you gain access to the vehicle through the Vay app.  

Can I cancel my booking? Yes, you can cancel your booking through the Vay app before the vehicle is delivered.   Will I be charged if I cancel my booking? Cancellations made within 5 minutes of booking are free of charge. Cancellations made after 5 minutes may incur a cancellation fee.   How can I end my trip during the ride? You can end your service at any time by properly securing the vehicle and completing the end-trip process in the Vay app.  

• • A standard U.S. driver's license.
  • A valid payment method (debit or credit card)

When you first download the app, follow these steps to complete your verification:

• • • Verify your email address.
    • Take a clear photo of your driver’s license (blurred images will be declined).
    • Take a photo of yourself for identity verification.
    • Upload your payment method (debit or credit card).

You can review your information anytime by selecting the “Profile” button in the bottom right corner.

You can start the trip by getting a car delivered driverlessly in the purple area. Tap the “Get a car” screen in our app. Choose “Request Car” and drop a pin at your pickup location to get a car delivered to you, or select “self pickup” to walk to the nearest available car.

Yes, please check the car for damages before you start your trip and report any damages by sending an email to [email protected] with a description and photos attached.

We've got you covered. While Vay cannot make a decision on coverage in every unique situation, Vay maintains insurance for personal injury that occurs as a result of an accident in compliance with local law. The cost of this insurance is included in your rental price. We get it - accidents happen. Users who comply with the Vay’s Terms of Use are covered by Vay’s physical damage insurance on the vehicle while driving a Vay Vehicle on a trip booked through the Vay App. In the case of a crash or accident, users are responsible for a damage fee of up to the first $1,000 of damage to the Vay vehicle, and all further Vay vehicle damage is covered by Vay and/or its insurance. In the event that you or your guest violate the Terms of Use or willfully or intentionally cause damage to a Vay Vehicle, you may be held responsible for the full amount of the damage up to and including the full value of the vehicle. In the event that you or your guest violate the Terms of Use or willfully or intentionally cause damage to a Vay Vehicle or misbehave at Vay’s discretion, you may be held responsible for the full amount of the damage up to and including the full value of the vehicle. Keep in mind that in Nevada, our insurance doesn’t include medical coverage (PIP) or protection against damages caused by uninsured or underinsured drivers (UM/UIM). You’ll find a more detailed explanation below. If you have any questions or need assistance, we’re here to help. Detailed Information on Vay’s Insurance

To book a car with Vay, you must be at least 18 years old. If you're between 18 and 20 years old, we have just a few guidelines to ensure a safe and enjoyable driving experience

• License Duration: You should have held your driver's license for at least two years.
• Driving Record: Your Motor Vehicle Report (MVR) must be clear of any traffic offenses.
• Trip Times: For your safety, trips cannot be started between 10 PM and 6 AM.

Just a standard US driver's license and you’re good to go!

Vay operates on an on-demand basis. Whenever you need a car, you can have it delivered or reserve one for self-pick up right through our app. If you’re planning to pick up a car yourself, you can hold it for 20 minutes at no cost using the Vay app, ensuring it’s ready and waiting when you arrive.

When you request a Vay, we place a $25 pre-authorization hold on your credit or debit card. Although this is not a final charge, but some banks may notify you of it. After your trip, you’ll be charged the final amount, and the pre-authorization hold will be released. Please note that some banks may take a few days to return these funds.

Currently, our app is not available for Android devices, which limits our service to iOS users for the time being.

If it was delivered: Use the app to unlock the car, hop into the driver's seat, and wait for the Remote Driver to welcome you onboard. The Remote Driver will inform you about the next steps.   If you picked up the car yourself: Just open the car with the app and start your trip.

Simply plug your phone into the cable located by the phone holder on the left side of the car. Tap “Next” on your car's screen and select "Apple CarPlay." (Make sure Siri is activated in your phone's settings.)

You need your phone, the Vay app and a stable internet connection to be able to:

• Book a trip
• Start your rental
• Go into stopover mode
• End your rental

Please always make sure that the battery of your phone is sufficiently charged. Every Vay car is equipped with a charging cable. If your phone battery is running very low, we recommend to avoid navigation on your phone during charging as it will slow down the charging process.

You can use Vay to drive anywhere in or outside of Las Vegas and can do stopovers anywhere where it’s allowed to park a vehicle. Simply park, exit the vehicle, and then select “Stopover” in the app. Be aware that doing stopovers requires internet connection to lock/unlock the car. During a stopover the vehicle is reserved for you and you are charged only $0.05/min ($3 per hour). Please keep in mind that your total rental time (including stopovers) may not exceed 12 hours.

Please try again and make sure that:

• All doors are closed,
• the engine is turned off,
• and you have sufficient internet connection.

If the problem continues, contact us at +1 (775) 227-5451 for assistance. They will be able to lock/unlock the car from a distance. If you don’t have cellular connection, please drive to a different location and try again.

On our map, you’ll see three color zones, each indicating different service areas. To end your trip please drive to the white or purple zone. Stopovers are also possible in the grey area. Here’s a more detailed description:

• Purple Zone: This central area in Las Vegas is where we can deliver a vehicle to you via Remote Driving. It’s also the only area where we can fulfill takeback requests. You will also be able to self park in this area. Be aware that there are some no-parking zones within this area. You can zoom in on the app to find out!
• White (Unshaded) Zone: Surrounding the purple area, this zone also allows you to end your trip.
• Grey Zone: You can always drive through this zone or make stopovers here, but you cannot end your trip in this zone. Make sure you have an internet connection for using the stopover function. Within the Geofence there might be additional greyed out areas in which you will not be able to end the trip.

Please refer to the section "Parking with Vay: What You Need to Know" for details on where you can park your Vay vehicle.   You can also request a Remote Driver in the purple area in case you do not want to park yourself. When you've reached your destination, just open the “Vay” app and request a Remote Driver to take over (“request Remote Driver takeback”). If a Remote Driver takes over, wait in the car until they are connected and confirmed that you can leave the car. Then end your trip through the app.

If there is no Remote Driver available just park the car yourself and end the trip via the “Vay” app. Please do not park the vehicle at paid private parking grounds when you end your trip as Vay cannot cover those costs for you.

Please refer to the section "Parking with Vay: What You Need to Know" for details on where you can park your Vay vehicle.

On our map, you’ll see three color zones, each indicating different service areas:

• Purple Zone: This central area in Las Vegas is where we can deliver a vehicle to you via Remote Driving. It’s also the only area where we can fulfill takeback requests. You will also be able to self park in this area. Be aware that there are some no-parking zones within this area. You can zoom in on the app to find out!
• White (Unshaded) Zone: Surrounding the purple area, this zone also allows you to end your trip. Please refer to the section "Parking with Vay: What You Need to Know" for details on where you can park your Vay vehicle.
• Grey Zone: You can always drive through this zone or make stopovers here, but you cannot end your trip in this zone. Make sure you have an internet connection for using the stopover function. Within the Geofence there might be additional greyed out areas in which you will not be able to end the trip.

Vay’s vehicles come charged. So in most cases you do not need to worry about charging. If you do, the costs for charging the car are covered by Vay. Recharging the car is simple and convenient with the provider “ChargePoint”. Here’s how to do it:

• Find the nearest “ChargePoint” station using Apple Maps, Google Maps, or the “ChargePoint” app.
• The “ChargePoint” card is stored behind the driver's sun visor.
• Swipe the card at the designated station to begin charging.
• Place the card back behind the sun visor after use.
• Please ensure your vehicle is turned off.
• Open the car's charging port - located in the front of the car - by pressing it.
• Connect the charging cable to your vehicle.
• The charging station's display will indicate the charging status.

If you make a stopover while charging the car, we can reimburse you for up to 7 hours. Simply email us at [email protected] with the duration of the car charging, and we'll take care of the reimbursement. Please ensure not to deplete the car's battery entirely. End your trip when there's at least 30 miles of range left. If the battery is low and you visit a ChargePoint station to end your trip, we'll deduct $5 from your trip cost. Just send an email to [email protected].

Each vehicle should always have a ChargePoint card available stored behind the driver's sun visor. If you find that there isn’t one, please cover the charging cost yourself, keep the receipt, and email it to [email protected]. Our team will ensure you’re reimbursed promptly.

If you encounter maintenance issues like low tire pressure during your trip, please end your trip at your earliest convenience and send an email to [email protected].

No! Only the person who booked the car is allowed to drive it.

No! Once you start your journey, the Remote Driver is completely disconnected. You have full privacy and control. If you need assistance during your trip, you can tap the “Help” button in the app and call customer support.

If you were charged for additional time while not actively using the vehicle, please email [email protected] after your trip. Make sure to include a short description of the issue and the timeframe you were affected in your email so we can adjust the charges accurately for you.

There is a “Send Feedback” option after each trip from the trip summary screen. You can also always share feedback directly with the Remote Driver or send us an email to [email protected].

In this case please contact customer support via [email protected] or call +1 (775) 227-5451

Before your trip, please check the car for damages and report any pre-existing damages by sending an email to [email protected] with a description and photos attached. This step ensures a smooth experience for everyone. You are responsible for any damages that occur to the car during your rental up to $1,000.

Absolutely! A receipt will be sent your way by email once you concluded your trip.