🪪 For Drivers: License & Identity Verification
Q1. I have held my license for more than 3 years, but the system says "Less than 3 years."
If the "Issue Date" on your license changed due to renewal or re-issuance, the system might not reflect your original driving history.
Solution 1: Please contact our support team. We can manually verify your history using your license number.
Solution 2: Submitting a "Driving Record Certificate" (Unte-menkyo Keireki Shoumeisho) or a photo of your previous license may also resolve this.
Q2. Is my driving experience outside of Japan taken into account?
We apologize, but eligibility is based strictly on the date your Japanese driver's license was issued. International experience cannot be added to your total. This is a uniform measure required for insurance coverage standards.
Q3. Can I verify my identity using only a "My Number" integrated license?
Currently, we do not support digital-only verification via My Number cards. Since owners must visually inspect the physical license card during the vehicle handover, please ensure you have a standard physical driver's license issued by a Driver's License Center before proceeding with verification.
Q4. How long does the identity verification process take?
Verification is typically completed within 24 hours. If it has been longer than that, please contact our support team.
🚗 For Drivers: Bookings, Payments & Insurance
Q5. I cannot send an inquiry or booking request.
Please ensure that your phone number authentication and identity verification are both complete.
Even if verified, you cannot send requests if:
Your license has expired or is within 1 month of expiring.
You have created duplicate accounts (requests are restricted on new duplicate accounts).
Q6. I can't re-book the same dates after a payment error.
When a payment fails, the time slot is temporarily locked to prevent double-booking.
It will be released automatically after 15 minutes. Please wait and try again.
Q7. How do I extend my booking?
You can request an extension via the "Request 24-hour extension" button at the bottom of the Share Details screen. Note that extensions are not possible if there is another booking within the next 24 hours. In such cases, you must return the car by the original deadline.
Note: There is no option to extend only the insurance.
Q8. Can I opt-out of the DriveShare Insurance (3,500 JPY/day)?
No. Insurance coverage is mandatory for all bookings. To ensure owner protection (including theft and embezzlement) and maintain the system's integrity, we do not allow switching to external insurance policies.
Q9. Is there a fee for adding a secondary driver?
There is no additional charge. You can add a secondary driver from the Share Details screen after your booking request is approved. However, the secondary driver must also be a registered DriveShare user and be approved by the vehicle owner.
Q10. Can I get a receipt?
Yes. Once the status changes to "Share Completed" (usually the day after the share ends), you can download the receipt from the Share Details screen.
Q11. How long does a refund take after a cancellation?
If the status shows "Cancelled" on your My Page, our refund process (transaction reversal) is complete. The remaining time depends on your credit card issuer and the payment network.
General Credit Cards: 5–14 business days.
Debit/Prepaid Cards: 2–4 weeks (depending on the bank).
Please contact your card issuer for specific timing, as we do not have access to their processing schedules.
💰 For Owners: Fees, Sales & Registration
Q12. What are the platform fees?
The standard fee is 15% of the total sharing fee. There are no registration or monthly costs.
Note: If you enable the Driver Screening feature, a special rate of 25% applies to first-time users.
Q13. When will I receive my payouts?
Earnings for shares completed in the current month are paid out in a lump sum the following month.
Standard: 3rd–5th business day of the following month.
First-time: 7th–14th business day (due to bank account verification).
The transfer will appear under the name "Stripe K.K."
Q14. The review for my vehicle registration hasn't started.
After uploading your vehicle inspection certificate (Shakensho) and exterior photos, you must click the "Submit for Review" button. Ensure your bank account information is also registered beforehand.
Q15. Can I register a corporate-owned or high-mileage vehicle? *
Corporate-owned: Yes, but vehicles registered for commercial rental use (e.g., "Wa" or "Re" license plates) are not allowed.
High-mileage: There is no strict limit, but please describe the vehicle's condition in detail to avoid disputes.
🚨 For Owners: Accidents & Disputes
Q16. What if I find a scratch after the share has ended?
Immediately register the "Vehicle Condition Photos" and "Report to Insurance Company" via the app. Call the insurance company using the contact information provided after the incident is registered.
IMPORTANT: Do not start repairs before receiving approval from the insurance company, as this may void your claim.
Q17. What if the driver doesn't return the car and I can't reach them?
Try calling them directly using the phone icon in the app.
If the following applies, there is a risk of embezzlement/theft.
Please contact Support and consider filing a police report immediately:
Return was scheduled for the evening, but no contact by the following morning.
Return was scheduled for the morning, but no contact by noon.
DriveShare Insurance covers theft and embezzlement.
⚙️ General: Account & Others
Forgot Password: Reset it via the "Forgot Password" link on the login screen. If you don't receive an email, check your spam folder.
Changing Information: You can update your email, phone number, or bank details directly in the app settings.
Deleting Account: You can delete your account/withdraw from the service within the app's account settings.
📊 Inquiry Statistics (Reference)
This FAQ is prioritized based on common inquiry trends:
Rank | Category | Share | Main Topics |
1 | License & Verification | 19% | Experience requirements, verification errors |
2 | Bookings | 17% | Extension methods, cancellations |
3 | Registration | 17% | Review status, registration errors |
4 | Payment | 9% | Credit card errors, 3D Secure issues |
5 | Insurance & Accidents | 8% | Coverage details, damage reporting |