How to contact Uber support
Uber's customer service operates through the app itself, not through a phone number you can call directly. Open the Uber app, tap the menu icon (three horizontal lines) in the bottom right, then select "Help". From there, you can browse common issues or tap "Contact Us" to message the support team. Responses typically arrive within a few hours to a day, depending on how busy the support queue is.
If you do not have the app installed, you can visit help.uber.com in a web browser and follow the same path. You will need to sign in with the email address or phone number linked to your Uber account so the support agent can see your ride history and account details.
For urgent safety concerns — such as a driver or passenger acting threateningly during a ride — do not wait for in-app support. Call 911 when ready. Uber support cannot intervene in real-time emergencies.
Key Takeaways
- Uber support is accessed through the app or help.uber.com, not by phone, and responses usually take a few hours to a day.
- You must sign in with your account email or phone number so support can view your ride history and account settings.
- Common issues like missing items, driver behavior, or billing disputes are handled through the "Help" section of the app.
- Safety emergencies require a call to 911; Uber support cannot respond in real-time during a ride.
- Refund requests for cancelled rides or overcharges are processed through the app and may take several business days to appear in your account.
Reporting a missing item or damaged property
If you left something in an Uber vehicle, open the app and go to Help > "I lost an item". You will see a list of your recent rides. Select the ride where you lost the item, and Uber will send a message to the driver asking them to check the vehicle. The driver has 24 hours to respond.
If the driver finds your item, Uber can arrange for you to pick it up from the driver or from an Uber office in some cities. You may be charged a fee to have the item returned by courier, which varies by location. If the driver does not respond within 24 hours, the item is considered lost and Uber's lost-item policy takes over — this typically means Uber cannot recover it for you.
For damage to your property during a ride — such as a stain on clothing or a broken phone screen — report it through Help > "Report a safety issue" or "Report a problem with my ride". Describe what happened and upload photos if you have them. Uber will review the report and may offer a refund or credit, but this is not may provide and depends on whether the damage is considered the driver's responsibility.
Disputing a charge or requesting a refund
If you were charged for a ride you did not take, or if the fare seems incorrect, open the app and go to Help > "Billing and payments". Select the ride in question and choose "Report a problem". Describe the issue — for example, "I was charged $45 but the ride was cancelled before pickup" — and submit.
Uber will investigate and respond within a few business days. If the charge was an error, the refund will be credited back to your original payment method. If you paid with a credit or debit card, the refund may take 3 to 5 business days to appear, depending on your bank. If you paid with Uber Cash or a gift card balance, the credit is usually when ready.
If you do not receive a response or disagree with Uber's decision, you can escalate the case through the same Help section. Keep records of your ride receipts and any communication with Uber, as you may need them if you dispute the charge with your credit card company or bank.
Reporting driver behavior or safety concerns
After a ride ends, you will see a screen asking you to rate the driver and leave feedback. If something happened during the ride that concerned you — rude behavior, unsafe driving, taking a longer route than necessary — use this screen to explain what occurred. You can rate the driver 1 to 5 stars and add written comments.
For more serious issues, go to Help > "Report a safety issue" and describe what happened. Uber takes reports of harassment, discrimination, or dangerous driving seriously and will investigate. Depending on the severity, the driver may receive a warning, be required to take a safety course, or be removed from the platform.
If you felt unsafe at any point, you can also file a report with local police and provide them with your Uber trip details, including the driver's name and vehicle information. Uber can provide additional information to law enforcement if they request it directly.
What to do if you cannot access your account
If you forgot your password, tap "Trouble signing in?" on the login screen. Uber will send a password reset link to the email address associated with your account. Click the link and create a new password. If you do not receive the email within a few minutes, check your spam folder.
If your account has been deactivated or suspended, you will see a message when you try to log in explaining why. Common reasons include unpaid charges, a safety violation, or suspicious activity. Go to Help > "Account access" to see your options. In some cases, you can appeal the decision by providing additional information or resolving the underlying issue — such as paying an outstanding balance.
If you cannot find the reason for the suspension or believe it was a mistake, contact support through the Help section. You will need to explain your situation clearly, and support will review your account history. The investigation can take several days.
Understanding Uber's refund and dispute policies
Uber offers refunds in specific situations: if you were charged for a ride you cancelled before the driver arrived, if the driver never showed up, or if you were overcharged due to a system error. Refunds for these situations are usually processed within a few business days.
Refunds are not typically offered for rides you completed but were unhappy with — for example, if the driver took a longer route or drove too fast. In these cases, you can request a credit or discount on a future ride, but Uber does not may provide it. If you believe the driver deliberately took a longer route to increase the fare, report it as a safety or billing issue and Uber will investigate.
If Uber denies your refund request and you paid with a credit or debit card, you have the right to dispute the charge with your card issuer. Contact your bank or credit card company and provide them with your Uber receipt and any communication from Uber support. Your bank will investigate and may reverse the charge.
Frequently Asked Questions
How long does it take to get a response from Uber support?
Most support requests receive a response within a few hours to one business day. During peak times or for complex issues, it may take longer. You can check the status of your request by going to Help > "Contact Us" and scrolling to your open cases.
Can I call Uber customer service instead of using the app?
Uber does not offer phone support for most issues. However, some cities have local Uber offices where you can visit in person. Check help.uber.com and search for your city to see if an office is available near you. For emergencies, always call 911.
What if the driver keeps my lost item and won't return it?
If a driver refuses to return your item after Uber contacts them, you can report this to Uber support and request a refund for the item's value. Uber may offer a credit, but the amount is at their discretion. You also have the option to contact local police if the item is valuable or if you believe the driver stole it intentionally.
Will Uber refund me if I got in the wrong car?
If you entered the wrong vehicle and were charged for a ride you did not intend to take, report it when ready through Help > "Billing and payments". Uber will review the trip and may refund the charge. To avoid this, always confirm the driver's name and vehicle details before getting in.
How do I know if my account has been permanently banned?
If your account is deactivated, you will see a message explaining the reason when you try to log in. Some deactivations are temporary and can be resolved by taking action — such as paying an outstanding balance. Others are permanent. Contact support to understand your specific situation and whether an appeal is possible.