What is account hibernation?
When your account is hibernated, we'll remove the following information we hold about you:
Details and photos of documents you have uploaded (Driver Licence, Selfie, Passport, etc).
Records of any checks we've performed on those documents.
This is to reduce the amount of sensitive information we hold about you while you're not using the service, and stop any periodic monitoring we might perform about the status of your documents (e.g. ensuring your Driver Licence is still valid).
When would my account be hibernated?
If you haven't taken a Mevo trip within the last 12 months, then we may choose to hibernate your account. We'll notify you via email if we plan to hibernate your account and you'll have a chance to opt-out of this process.
If you don't opt-out or use Mevo before the hibernation date, then your account will be hibernated and you'll need to reactivate it before you can use Mevo again.
How do I reactivate my hibernated account?
You can reactivate your Membership and end hibernation by re-completing your Personal Profile, to show that you meet the Member Eligibility Criteria. Go to your Mevo app and select Account > Details.
Usually, this will simply involve re-adding your documents (Driver Licence, Selfie, etc) - but if new requirements have been added to our Member Eligibility Criteria you'll need to meet those too.
Why is my account not hibernated?
There could be a few reasons why. Some of the most common ones are:
You have taken at least one trip in the last 12 months.
You've not held your Mevo membership for over 12 months yet.
Your account may not be in good standing (i.e. outstanding balance, suspended, etc.)
If none of the above applies and you wish to have your account hibernated, please send us a message at [email protected] and we'll look into that for you.