Help & FAQ 2
Helpful information to make your Vay experience simple and seamless.
Help
Top 5 Frequently Asked Questions
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.
If your car arrives later than the estimated time, be assured it’s still reserved for you and on its way. Sometimes Remote Drivers need extra time due to unforeseen factors. If you can’t find the vehicle at the delivery spot, check nearby streets or adjacent blocks, as they may need to circle around due to parking restrictions or traffic. The car is easy to spot with the Vay logo on the side.
Service Costs
You can rent a Vay 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).
If you find any trip where we’re not at least 50% cheaper than a comparable ride-hailing trip, send a screenshot of the quote for the same route to support@vay.io and we’ll refund you for the entire trip. Additional Terms & Conditions can be found in our Promotional Program Terms.
$25 was deducted from my account
Before requesting a vehicle, there is a $25 authorization hold required at the time of booking. Please note, the $25 is not a charge —- it’s a temporary hold that will be fully released after your trip is completed and paid for or canceled. Additionally, the base fare and any applicable taxes for each trip will be charged to the card you have on file. This ensures everything is set for a smooth booking experience with Vay. Find more details here.
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 a 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 support@vay.io if you have any questions.
Once we receive your Motor Vehicle Report (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 support@vay.io, 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.
💡If you have questions about your verification status, please reach out to us at support@vay.io, 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 Motor Vehicle Report (MVR):
Visit the Hawaii DMV website or contact their office to request your MVR. - Send Us Your Motor Vehicle Report (MVR):
Once you have your MVR, email a clear copy to our support team at support@vay.io. 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 get rejected
If your verification documents are rejected, double-check that:
- You have a valid driver’s license from any of these countries
- 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 support@vay.io.
How to reset your information
Please send an email to support@vay.io and add a short explanation.
On our map, you’ll see two color zones, each indicating different service areas. To end your trip, please drive to the white zone. Stopovers are also possible in the grey area. Here’s a more detailed description:
- White (Unshaded) Zone: This is the primary operating zone, where we can deliver a vehicle directly to you via remote driving. Remote Valet and self-parking are available within this zone.
- 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 to use the stopover function. Within the service area, 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.
Ending your trip:
- Self-parking: Park safely within the white zone and end your trip in the app.
- Remote Valet: Bring the car to a safe stop within our service area, open the app, and select “Remote Valet” under the blue feature section – beneath “Stopover” and “End rental”. A Remote Driver will connect to your vehicle within moments, and you will see their name, photo, and live status. The Remote Driver will greet you and instruct you when to exit the vehicle, confirming that you wish to end your rental. The Remote Driver will take the vehicle away, parking in any available spot or driving it to the next user. Our Remote Valet service is available during operation hours (6:30 a.m. to 10 p.m.)
Getting Started
Everything you need before your first trip.
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.
You can track your vehicle’s delivery in the Vay app. Be ready to be present when it arrives, or choose self pick-up at the designated location if that’s more convenient
Once your booking is successful, you’ll receive an immediate confirmation through the Vay app. The vehicle will be delivered to your location using our remote driving technology and service begins as soon as you gain access to the vehicle through the app.
You can cancel your booking through the Vay app before the vehicle is delivered. Cancellations made within 5 minutes of booking are free, while cancellations after that may incur a fee. You can also end your trip at any time during the ride by properly securing the vehicle in the servicing area and completing the end-trip process in the app.
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 will be charged the lower stopover fee.
If you need the vehicle for a longer period, please end your current trip and start a new one through self pick-up. To end your trip, you must be inside the service area. If you wish to continue with the same vehicle, ensure it has at least a 30-mile range remaining.
With our self pick-up option, you can locate and reserve an available Vay car nearby by tapping on it in the app. After reserving your selected car, you’ll have 20 minutes to reach the vehicle and unlock it using the Vay app.
During your trip
Help for when you’re already on the road.
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.
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.
Driving
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 an 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.
Parking
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:
- White (Unshaded) Zone: This is the primary operating zone, where we can deliver a vehicle directly to you via Remote Driving. Remote Valet and self-parking are available within this zone.
- 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 to use the stopover function. Within the service area, 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 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.
Pro-tip: Make sure to put the vehicle in “Stopover” mode before leaving it to avoid extra charges.
Public Metered Parking
Vay will cover all parking costs for public metered parking in designated 10-hour zones. 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. During stopovers, ensure you do not stay in these zones longer than 10 hours. When ending your trip, please park in public long-term parking to allow enough time for vehicle retrieval. You may also use our Remote Valet feature for driverless parking.
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, public parking zones as long as they are within the service area.
UNLV Parking
Customers may also park their vehicles anywhere where student parking is permitted on the UNLV campus. This includes time-based metered parking and visitor parking for the allotted time. Customers may confirm parking locations by visiting https://www.unlv.edu/maps/campus and filtering in the top right by ‘Student Parking’, ‘Visitor/Pay Spaces’, and ‘No Permit Required’ parking filters.
- UNLV Permitted parking:
- All student parking spots (marked by a white curb)
- All metered / visitor parking spots (for the allotted time in the area)
- UNLV Restricted parking:
- No Staff or residential parking
- No charging stations or reserved parking
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.
- Tap 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.
You should end your trip when there’s at least 30 miles of range left.
No, only the account holder who booked the vehicle is authorized to drive the vehicle.
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.
Billing and Payment
Understanding costs, authorization holds, and refunds.
Please use a regular debit or credit card. Temporary cards cannot be accepted and will be declined during sign-up. We also do not accept payments via Cash App.
Make sure your payment information is up-to-date with a valid card to ensure seamless processing. If your payment details aren’t current, account access may be temporarily blocked until any outstanding payment issues are resolved.
Any outstanding balance can be paid directly through the payment link in the invoice we sent.
If you were charged for additional time while not actively using the vehicle, please email support@vay.io 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.
Yes. If a vehicle is returned or left outside the service area, a Geofence fee of up to $250 may be applied. Additionally, if the vehicle requires towing to be retrieved, you will be responsible for the full towing cost.
Absolutely! A receipt will be sent your way by email once you conclude your trip.
You can find your personal referral code in the Rewards tab of the Vay app, where you can easily share it with friends who’ll love our service. To redeem it, they simply copy your code and enter it in their own Rewards tab. They’ll instantly receive $10 off their first three rides, and once they complete their first trip, you’ll also receive $10 off your next three rides. Thanks for spreading the word!
Emergencies and Technical Issues
What to do when something goes wrong.
- Remain calm.
- Turn on the hazard lights.
- 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.
- 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 (775) 227-5451, and we will support arranging the 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: support@vay.io, 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 it runs out during your trip, follow these steps:
- Call for emergency charging support: Contact “EV Mobile Charging Las Vegas” at (702) 758-5809. The service costs approximately $140 and needs to be paid by you.
- Stay with the vehicle until the issue is resolved.
- 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.
- 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.
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 support@vay.io with photos attached.
Please send an email to support@vay.io 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. e 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:
In Nevada, driving a car means you have to carry auto insurance. It’s the law’s way of making sure that if you’re involved in a car crash, there’s money to cover the damages.
Nevada’s minimum auto insurance coverage limits are $25,000 for bodily injury per person, $50,000 for bodily injury per accident, and $20,000 for property damage per accident: Drivers must carry proof of coverage, such as their insurance ID card or policy’s declaration page, while driving. Failure to comply with the law may result in fines, driver’s license suspension, or vehicle registration suspension. This is why it is super important that you check behind the driver’s seat sun visor for the vehicle’s insurance card and registration before taking off on your trip. If you can’t find it, call us at the number in the app to get a copy emailed to you. To learn more about Vay’s insurance policy, keep reading!
- MFR Auto Insurance: This stands for Mandatory Financial Responsibility. It’s the minimum amount of insurance you must have to drive legally in Nevada. Vay maintains MFR auto insurance in the event that you are involved in a car crash for which you are at fault.
- Fault: When a car crash happens, someone is usually to blame, or “at fault.” If you caused the crash, Vay’s insurance pays for the other person’s car repairs and medical bills. If the other person caused it, their insurance should cover your costs. It’s about taking responsibility for your actions.
- PIP (Personal Injury Protection): This part of insurance covers your own medical expenses and lost wages from missing work, regardless of who caused the crash. It’s like having a backup plan that takes care of you, even if the accident wasn’t your fault. In Nevada, PIP coverage is not required and may be waived. There is no PIP coverage on Vay’s Nevada insurance policies. Where required by law, Vay provides PIP, or “no-fault” coverage, to the minimum level required by the jurisdiction in which the accident occurs, for injuries you may suffer in an accident.
- UM/UIM (Uninsured/Underinsured Motorist): This kicks in if the person at fault doesn’t have insurance or doesn’t have enough to cover all the costs. It’s like having an extra layer of protection in case someone else can’t take care of the damage they’ve caused. In Nevada, UM/UIM coverage is not required and may be waived. There is no UM/UIM coverage on Vay’s Nevada insurance policies.
Where required by law, Vay provides UM/UIM coverage, to the minimum level required by the jurisdiction in which the accident occurs, for injuries you may suffer in an accident at the fault of someone else who it uninsured or underinsured. Property Damage Deductible: Vay maintains property damage coverage but with a $10,000 deductible. That means that any damage below $10,000 is the responsibility of you, if you caused the damage. If the other driver is at fault, the at-fault driver is responsible for this amount.
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 not to return the car completely empty. Leave at least 30 miles of range available.
After my trip
What happens once you’re done.
If you forgot an item inside the vehicle and it’s still on-site, please start a Self Pick-Up so you can unlock the car. Once you retrieve your item, you can cancel the trip.
If the vehicle is no longer there, please email us with a description of the item.
Please note that we are not liable for any belongings left inside the vehicle.
Before your trip, please check the car for damages and report any pre-existing damages by sending an email to support@vay.io 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.
