Account Issues: Login, Verification & Help

Most account problems come down to a password reset or a verification hiccup — both are quick to fix, and support is always one message away if you're stuck.

Prelaunch: These steps apply to existing members and invited hosts. Public guest account creation is not open yet.

Resetting your password

  1. On the login screen, tap Forgot password?
  2. Enter the email address associated with your account.
  3. You'll get a reset link by email — it expires after a set window, so use it promptly.
  4. Set a new password and log back in.

If you don't receive the email within a few minutes, check your spam folder before contacting support — it's the most common reason a reset "doesn't arrive."

Verification stuck or failed

An eligible booking requires Carvia's canonical verified-license decision. Stripe Identity checks a live-captured driver's license and matching live selfie in one flow. Common issues include:

  • License capture quality. Blur, glare, cropped edges, or a steep angle can cause a rejection. Retry in good lighting with all four corners and all text visible.
  • Selfie match. Use even light, remove sunglasses or face coverings, and make sure the camera lens is clean.
  • Camera access. Allow camera access when Stripe asks. Existing image uploads are disabled.

To retry, go to Account > Verification and start a new Stripe verification. Most retries clear within a few minutes. Contact support if a careful retry continues to fail.

Other common account issues

  • Can't update your profile info (phone number, payment method) — check Account Settings; most fields update instantly, though a phone number change may require a new verification code.
  • Booking blocked with no clear reason — this is usually tied to an incomplete verification step rather than an account-wide block. Check Account > Verification for anything marked incomplete.
  • Suspicious activity or a login you don't recognize — change your password immediately using the reset flow above, then contact support so we can review your account's recent activity.

How to contact support

Reach Carvia support two ways:

  • Carvia Inbox — the fastest path for most trip issues because the conversation stays connected to your account and trip.
  • Email — support@carvia.app, for anything you'd rather document in writing or that started outside Carvia.

What to have ready when you contact us

Having the following on hand gets you a faster, more accurate answer on the first reply instead of a back-and-forth:

  • The email address on your account.
  • The specific error message or screen you're seeing (a screenshot helps a lot).
  • If it's trip-related, the trip ID or dates in question.
  • If it's a verification issue, which step failed (license capture, selfie, or result processing) and what you've already tried.