Account under review and deactivation FAQs

An Account Under Review status temporarily removes your access to Spark Now while your account is being reviewed.

Deactivations are typically permanent, but we do offer an appeal process. If an appeal is submitted, it will be reviewed within 5 to 7 days. The information you provide through your appeal will be considered before a final decision is made. You can review the Deactivation section for more information.

We received a report of an alleged Spark Driver Contract and App Terms of Use violation on your account which requires investigation.

After the review or appeal is complete, a final decision will be made about whether your account remains in good standing. If your account is reactivated, you'll be able to turn on Spark Now again.

If you see one of these banners in the Spark Driver™ app, tap the banner to see the steps you can complete to turn on Spark Now.

Some third-party apps or services may not be allowed on the Spark Driver platform if they access the app in unauthorized ways, automate activity, or try to bypass platform features or safeguards. Using these types of tools could affect your ability to stay active on the platform. You can refer to the Spark Driver Contract and App Terms of Use for more information.

Note: An active internet connection is required to drive on the Spark Driver platform.

An email or in-app notification is sent at the time of deactivation. You'll see a banner saying, "Account deactivated" on your home screen, and you won't be able to turn on Spark Now anymore.

If your account has been deactivated, you will be able to access the Resource Center, view your My Metrics, and view the Earnings tab. You will not be able to turn on Spark Now or change any personal information.

Deactivations are a result of violations of the Spark Driver Contract and App Terms of Use. You can find the Spark Driver Contract and App Terms of Use within the app under More > Settings > Spark Driver Contract and App Terms of Use.

If you see a deactivation banner on your home page, you can use these steps to appeal your deactivation:

1. Tap the Account deactivated banner.
2. Scroll to the bottom of the Account Status page.
3. Tap What if I have further questions or disagree with my deactivation?
4. Scroll to the bottom of the text box.
5. Tap go here to open the appeals form.

We will review your statement and account history. If your account is reactivated, you'll get an in-app notification and an email.

You have until the close date shown in the banner to add more details to your appeal. To add more details, you can:

1. Tap the Appeal decision pending banner.
2. Tap RESPOND NOW on the Account Status page.
3. Follow the onscreen prompts to provide additional details.

You can add more details until the close date shown in the banner.

Account sharing means letting someone else use your Spark Driver app account to accept and deliver orders. Account sharing can lead to account deactivation.

Here are some examples of account sharing:

1. Someone else (like a spouse, friend, or family member) used your Spark Driver account to complete deliveries.
2. Another driver on the Spark Driver platform used your account to accept or deliver orders.
3. Someone else is helping you shop or deliver orders.

Valid, unexpired insurance is required to drive on the Spark Driver platform. If you don't provide proof of insurance, your account will be deactivated.

Here are some examples of invalid insurance:

• Your insurance card does not list you as the insured person.
• Your insurance card has missing or hard-to-read effective and expiration dates.
• Your insurance coverage does not include the vehicle you are using.
• Your insurance coverage has expired or is not active when we check it.
• Your uploaded document is not a valid insurance card (like a policy summary or an unrelated document).

There are two types of identity checks, and failing either can lead to deactivation:

1. The initial identity check of uploading your driver's license (DL) and taking a selfie during the account setup process.
2. Periodic identity re-verification checks asking you to re-upload your DL and take another selfie after you have already been active on the platform.

• You can review the deactivation notice to see the reason you failed the identity check.
• If you feel your deactivation is an error, you can start the appeals process found in the Deactivation > How can I appeal my deactivation section of this FAQ.
• If the failure was related to your driver's license, make sure you have uploaded your most current and valid DL.
  • If you do not have a Real ID, you will be asked to provide a non-photocopy of your Social Security card as additional verification.

To start the Informal Dispute Conference process, you can:

1. Tap More (iOS) or Menu (Android).
2. Tap Settings.
3. Tap Non-Disclosure and Dispute Resolution Agreement to show the documents you've signed.
4. Tap the Non-Disclosure and Dispute Resolution Agreement under the Current section.
5. Scroll down in the Non-Disclosure and Dispute Resolution Agreement and look for section C - ARBITRATION PROCEDURE and tap here.

After making an Informal Dispute Conference submission, you can check its status by following the steps below:

1. Tap More (iOS) or Menu (Android).
2. Tap Settings.
3. Tap NDA and Dispute Resolution.