What is a dry run, and what should I do when it happens?
A Dry Run happens when you arrive at a pickup location but cannot complete the trip due to an issue with the vehicle or the location.
If you encounter any of the situations below, try the troubleshooting steps first. If the issue cannot be resolved, you must document it correctly in the app and contact support team.
Unit is Locked / No Keys
- Check the app trip notes for key location instructions.
- If at an open business or 24/7 garage, ask the staff for the keys.
- Thoroughly check under all seats, visors, door pockets, glove box, cup holders, under the hood, gas cap, and the site dropbox.
Note: If you have the keys but they don't work, verify the unit number in the app to ensure you are at the right vehicle.
No Unit (Vehicle Missing)
- Check the app notes and look for similar vehicles nearby with slightly transposed numbers.
- Ask the staff members for assistance.
- Contact the support team for next steps.
Vehicle Mechanical Issue
- Determine if it is a minor fix (like a jumpstart).
- If the on-site service department is open, ask them for assistance.
- In case of a major issue that can't be easily fixed, call support team for next steps.
CDL Issue
- If the vehicle requires a CDL that you do not have, confirm the trip offer did not clarify CDL was required. Take clear photos of the vehicle’s commercial class/weight markers to document the issue and contact support team for next steps.
Location & Gate Issues
- If the vehicle is at a nearby address, go there if time allows. Check if there is enough time to pick-up and deliver the vehicle.
- If the gate seems locked, give the lock a firm tug. sometimes they appear locked but will pop right open.
If you have gone through the troubleshooting steps above and the issue still cannot be resolved, you must contact DRAIVER Support for guidance. Please bear in mind that a Dry Run is never automatic. You can only officially process a Dry Run if you have received direct authorization from DRAIVER Support, a DRAIVER Area Manager, or the trip requestor themselves.
Once you receive the approval, there are two ways to proceed on the app:
If you found the vehicle but it cannot be moved (such as a mechanical failure or missing keys), tap the "Found It" button to open the pickup documentation screen. From there, look at the bottom of your screen and tap the traffic light icon labeled "STATUS", then select "Dry Run".
If the vehicle is completely missing from the lot, tap the "I Can’t Find It" button. After a thorough search of the area, select "Skip Pick Up" from the pop-up options to initiate the process. If you ever select this by mistake, you can simply tap "Cancel" to go back to the main screen.
Important: No matter which path you take, you must fill out the notes field explaining the situation and upload clear photos as evidence. Unauthorized Dry Run will result in review. Please make sure to document everything before leaving the scene!