Trust and Safety Issues

What are trust and safety issues?
 

The safety of both hosts and guests is our top priority. A trust and safety issue is anything that could interfere with our goal of keeping Sync safe from fraud.

Approved. Why did this change?

Sync checks you when you create an account. We check you again when you make a car reservation. After that, checks are continuous and can be triggered by many things, which may lead us to deny your access or remove you from Sync. This explains why you may have been approved but then not allowed to make a car reservation, or why you may have made a reservation but it was then canceled by Sync. If we stopped you from making a reservation or canceled your reservation due to a trust and safety issue, we would have sent you an email explaining it. You may be able to dispute our decision. If this applies to you, the email we sent will include instructions on how to do so. If we didn’t offer you the option to dispute, it means our decision is final and cannot be changed.

What do I do if my account is under review?

If you can’t use Sync because your account is under review, we may have sent you an email explaining it. Check your inbox and spam/junk mail folder for such an email from Sync. It will give you full instructions on how to resolve the issue. Depending on the reason for the review, you may need to go through our approval process again, or we may simply need some additional documentation from you. Once you submit the requested information, we can usually complete the review within 24-48 hours. In some cases, the issue may not be resolvable, and you won’t be able to make a reservation or list a car on Sync. Contact Customer Support if you can’t find an email advising you about the issue and steps to take.