Account under review and deactivation FAQs
Account Under Review / Spark Now Unavailable
An Account Under Review status temporarily removes your access to Spark Now.
Deactivations are typically permanent, but we do offer an appeal process. If an appeal is submitted, it will be reviewed, and a decision will be 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.
Your statement and account history are currently under review. If you are reactivated, you can turn on Spark Now.
Needs Attention banners
If you see a needs attention banner in the Spark Driver™ app, tap the banner to see the steps you can take to turn on Spark Now.
Prohibited apps or services
If you are using an application or service that manipulates your location and is prohibited by our Terms of Use, you can turn off the application or service to turn on Spark Now.
Note: An active internet connection is required to drive on the Spark Driver platform.
Deactivation
An email or in-app noficiation 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.
Deactivations are a result of alleged 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:
- Tap on the Account deactivated banner.
- Scroll to the bottom of the Account Status page.
- Tap on What if I have further questions or disagree with my deactivation?
- Scroll to the bottom of the text box.
- Tap on 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.
Deactivated for Account Sharing
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:
- Someone else (like a spouse, friend, or family member) used your Spark Driver account to complete deliveries.
- Another driver on the Spark Driver platform used your account to accept or deliver orders.
- Someone else is helping you shop or deliver orders.
Deactivated for Invalid or Expired Insurance
Valid, unexpired insurance is required to drive on the Spark Driver platform. If you don't provide proof of insurance, your account can 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).
Deactivated for Identity Check Failure
There are two types of identity checks, and failing either can lead to deactivation:
- The initial identity check of uploading your driver’s license (DL) and taking a selfie during the account setup process.
- 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, provide a non-photocopy of your Social Security card as additional verification.
