Registrant FAQs

Welcome to Dolly!

Our mission is to create freedom of time, freedom of choice, and freedom from worry for our customers. We do this by connecting customers who are looking to move and transport their items to our Helpers and Hands with trucks and muscle.

How Long Does Our Sign-Up Process Take? 

The sign-up process typically lasts 7-10 business days and, in some cases, may take longer. The actual timeline depends on how quickly documents are submitted and reviewed as well as how long the background check takes to complete.

• Ideally, document collection and review take 1-2 days for processing.
• A couple of hours to review and sign our Helper agreement and W-9 form.
• Complete onboarding training.
• An average of 7-10 days for a background check.

What is Required from Me?

Helpers Need to Provide: 

• A valid, unexpired U.S. driver's license authorizing you to drive. Note: Learner's permits will not be accepted.
• An unexpired auto insurance policy listing the registrant as an insured driver.
• Proof of business ownership (if applicable) if a legal registered business name is listed in the sign-up process. The business ownership document should originate from a state or federal government entity. Examples include, but are not limited to, a Secretary of State document or IRS Employer Identification Number letter. Note: We are unable to accept an insurance document in lieu of business ownership documents.
• Willing and able to lift and carry large, bulky items weighing at least 75 lbs. or more. 

For more information on vehicle and document requirements, please visit the following links: 

Vehicle and Photo Requirements

General Documentation Requirements

Hands Need to Provide:

Valid, unexpired U.S. government issued photo identification. Examples include, but are not limited to, a state issued driver's license, identification card, passport, or permanent resident card.

For more information on vehicle and document requirements, please visit the following links: 

Vehicle and Photo Requirements

General Documentation Requirements

Where Do I Upload My Photos? 

Links to upload photos will be sent by SMS as well as emailed to you at the phone number and email address used when signing up. The links sent to you will include instructions of which photos to upload.

Why Do I Have to Pay for the Background check?

Background checks are a Fair Credit Reporting Act (FCRA) requirement, and the $30 fee cannot be waived. Furthermore, as a result of these requirements, we are prohibited from using alternate background checks from another entity and require each registrant to be processed through Dolly's background check.

What Information is Obtained in the Background Check?

Screening requirements can be found in Background Check Requirements.

Will I Receive Training Before I Become a Helper or Hand?

All Helpers and Hands are required to complete onboarding training courses and assessment through our partnership with NorthPass. Training will outline all Helper and Hand expectations as well as how to create the best-in-class customer experience. Once training is complete, you can review the materials at any time, or you can refer to our Helper & Hand Resources for more information.

What If I Want to Switch Roles in the Sign-Up Process? 

Please visit our support contact page (dolly.com/support) and submit a ticket requesting to switch roles.

Where Can I Sign the Helper Agreement and Fill Out the W-9 Form? 

You will receive a copy of our Helper agreement via email and SMS during the onboarding process that you are required to sign. Once you fill out the Helper Agreement and W-9 we'll have it stored securely in our systems. 

Who Can I Contact with Regards to Questions?

You can always send a request through our support portal (dolly.com/support) with any questions you may have.

Note: Before contacting our Support Team, we highly recommend you check out the rest of our Helper & Hand Resources.

Waitlisted Registrants

How Long Will It Take to be Placed Back into the Sign-Up Process?

Wait times will vary by market city. Typically, we estimate a 4-6 week waiting period before resuming the sign-up process.

How Will I be Informed About Resuming the Sign-Up Process? 

We will contact you at the phone number and email you provided during sign-up.

Note: If your contact information has changed, please click this link to send us a request to update your account information.

What If I Need to Change Markets?

If you would like to be part of a different market, please click this link to send us a request to update your account.

What If I am a Helper or Hand Who was Previously Approved?

If you have been previously approved to be a helper or Hand but have been off Dolly's platform for over a year, we require that you take a new background check. We require up-to-date background checks in order to know who we are working with, uphold strict requirements with who can connect with customers and retail partners, and maintain safety for our customers and retail partners.