Account under review and deactivation FAQs

Updated by Mayra Giron

Account Under Review / Spark Now Unavailable

An Account Under Review status temporarily removes your access to Spark Now within a specific timeframe.

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.

Please allow our associates to review your statement and account history. If you are reactivated, you will be able to turn on Spark Now.

Needs Attention banners

If you see a needs attention banner in the Spark Driver™ app, tapping the banner will walk you through the steps you can complete to be able 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

You should have received communication at the time of deactivation by email or in-app notification. 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 them within the app under More > Settings > Terms of Use.


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

  1. Tap on the Account deactivated banner.
  2. Scroll to the bottom of the Account Status page.
  3. Tap on What if I have further questions or disagree with my deactivation?
  4. Scroll to the bottom of the text box.
  5. Tap on go here to open the appeals form.
If your account has been deactivated and the steps above are not working for you, you can try the steps below:

  1. Log in to the Spark Driver profile and select this form to fill out an appeal.
  2. Give a brief explanation that will help our team review your case.
  3. After submitting your statement, you'll get an in-app notification and a text message that we received your appeal.

Please allow our associates to review your statement and account history. If reactivated, you'll get an in-app notification and an email.

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