Where to find support for Uber account and ride problems
Uber's support system works through the app itself, not through a phone number or email address you find on your own. When you have a problem with a ride, your payment, or your account, you open the Uber app, go to the menu, and select "Help." From there, you can describe your issue and either get an when ready answer or submit a request that goes to Uber's support team.
The app routes your problem to the right department based on what you describe. If you report a missing item, Uber shows you options for contacting the driver or filing a claim. If you dispute a charge, the app walks you through the process. This routing means you do not have to guess which department handles your problem — you just describe what happened.
If you cannot access the app, you can also visit help.uber.com in a web browser. The website has the same Help section and lets you submit requests the same way. You will need to sign in with the email or phone number linked to your Uber account.
Key Takeaways
- Open the Uber app, tap the menu, and select "Help" to reach support — this is the main way Uber handles account and ride problems.
- Describe your issue in the Help section and Uber will either show you when ready solutions or route your request to the right support team.
- Common issues like missing items, ride cancellations, and payment disputes each have their own process within the Help section.
- If you cannot use the app, visit help.uber.com in a web browser and sign in with your account email or phone number.
- Keep your receipt number or ride details ready when you contact support, as this helps the team find your account faster.
How to report a problem with a specific ride
To report an issue with a ride you just took, open the Uber app and go to "Your Trips." Find the ride in your history and tap it. At the bottom of the ride details, you will see an option to report a problem. Tap that, and the app will ask you what went wrong — you can choose from options like "Driver behavior," "Route or navigation," "Vehicle condition," or "Safety concern."
Once you select the category, you can type more details about what happened. Be specific: if the driver took a longer route, note the streets or landmarks. If the vehicle was dirty, describe what you saw. If you felt unsafe, explain what the driver did or said. The more detail you provide, the faster Uber's team can review your report.
Uber will send you a message within 24 hours, usually much sooner. If your report results in a refund or credit, Uber will tell you in that message. If Uber needs more information, the support team will ask you follow-up questions through the app.
What to do if you left something in an Uber
If you left a phone, wallet, keys, or other item in the car, open the Uber app when ready and go to "Your Trips." Find the ride and tap "I lost an item." The app will show you two options: contact the driver directly through the app, or file a claim with Uber.
Contacting the driver first is usually faster. The driver gets a notification that you left something and can tell you right away if they found it. If the driver says they have your item, you can arrange a time and place to pick it up or ask them to return it. Many drivers will do this within a few hours.
If the driver does not respond, or says they did not find your item, you can file a claim through the app. Uber will contact the driver on your behalf. If the item is found, Uber will arrange for it to be returned to you or held at a location you can reach. Uber does not charge you to file a lost item claim, but if you want the driver to ship the item to you, you may have to pay for shipping.
How to dispute a charge or request a refund
If you were charged for a ride you did not take, were overcharged, or had a problem that ruined the ride, open the Uber app and go to "Help." Select "Rides" and then "Fare or payment issue." The app will ask you to choose the specific problem: "I was charged twice," "The fare was too high," "The ride was cancelled," or "I had a problem during the ride."
Each option leads to a different process. If you were charged twice, Uber will ask for the date and time of the duplicate charge. If the fare was too high, Uber will ask you to describe what happened — for example, surge pricing you did not expect, or a driver who took a much longer route. If the ride was cancelled, Uber will ask whether you or the driver cancelled and whether you were charged a cancellation fee.
After you describe the issue, Uber's team reviews your account and the ride details. Most fare disputes are resolved within 5 to 7 business days. Uber will send you a message in the app telling you whether they are refunding you, crediting your account, or denying the dispute. If Uber credits your account, the credit shows up in your Uber wallet and you can use it toward your next ride.
Fixing account access and login problems
If you cannot log into your Uber account, go to help.uber.com and select "Account and settings." Then choose "I can't log in." Uber will ask whether you remember your password. If you do not, tap "Reset your password" and Uber will send a link to the email or phone number on your account. Click the link, create a new password, and try logging in again.
If you do not receive the password reset email, check your spam or junk folder — sometimes the email lands there by mistake. If it is not there, go back to the login screen and try resetting your password again. Uber will send a new link.
If you cannot access the email or phone number linked to your account, or if you think someone else has access to your account, go to help.uber.com and select "Account and settings," then "Account security." Describe what happened and submit a request. Uber's security team will contact you to verify your identity and help you regain access. This process can take a few days because Uber needs to confirm you are the real account owner.
Reporting safety concerns and driver behavior
If you felt unsafe during a ride, or if a driver behaved inappropriately, report it through the app as soon as possible. Open "Your Trips," find the ride, and tap "Report a safety concern" or "Report driver behavior." Describe exactly what happened: what the driver said or did, whether they drove recklessly, whether they made you uncomfortable, or whether you felt threatened.
Uber takes safety reports seriously and investigates each one. Depending on what you report, Uber may deactivate the driver's account, require the driver to take additional training, or refer the matter to law enforcement. You will receive a message in the app within 24 hours telling you what action Uber took, though Uber may not share all details about the driver's account for privacy reasons.
If you were harassed, assaulted, or threatened, you can also file a police report. Uber can provide ride details and driver information to law enforcement if you give them a police report number. Include that number when you submit your safety report through the app so Uber knows to cooperate with the investigation.
Understanding Uber's support response times
How fast you hear back from Uber depends on the type of problem. Issues that have when ready solutions — like resetting your password or viewing your ride receipt — are handled when ready in the app. Issues that need a person to review your account, like fare disputes or safety reports, usually get a response within 24 hours, though some take up to 5 business days.
During busy times or holidays, response times may be longer. If you submitted a request and have not heard back after the expected time, open the Uber app and go to "Help" again. You should see your open requests listed. Tap the request to see if Uber has sent you any messages or is waiting for information from you.
If you need to follow up on a request, do not submit a new one — instead, reply to the existing request in the app. This keeps all your messages about the same issue in one place and helps Uber's team understand the full story.
Frequently Asked Questions
Can I call Uber support instead of using the app?
Uber does not have a general customer service phone line. For most issues, the app's Help section is the only way to reach support. However, if you are in an active ride and have an emergency, you can call 911. For non-emergency safety concerns during a ride, you can also use the app's in-ride emergency button.
What if Uber denies my refund request?
If Uber denies your dispute, you can reply to the message in the app and provide more information. Explain why you think the decision was wrong and include any details you may have left out the first time. Uber will review your reply, though the decision may not change. If you used a credit card, you can also dispute the charge with your card issuer.
How do I know if my account has been hacked?
Signs include rides you did not take, charges you do not recognize, or being locked out of your account. If you notice any of these, go to help.uber.com, select "Account security," and report the problem when ready. Change your password and enable two-factor authentication if you can access your account. Uber will investigate and may refund unauthorized charges.
Can I get a refund if the driver cancelled my ride?
If the driver cancelled after you requested the ride, you should not be charged a cancellation fee. If you were charged, report it through the app's fare dispute process. If you cancelled the ride yourself, Uber's cancellation policy determines whether you are charged — this varies by how long after requesting the ride you cancelled.
What happens if I report a problem but then change my mind?
You can reply to your open support request in the app and let Uber know you want to withdraw it. Uber will close the request. If Uber has already processed a refund or credit, you cannot undo it, but you can contact support to discuss options.