Contact methods Uber provides for riders and drivers
Uber does not operate a traditional phone helpline. Instead, the company routes support requests through the Uber app, website, or email. Riders can message support directly through the app's Help section, and drivers access support through the Driver app. Response times vary depending on the issue type and current support volume.
For urgent safety concerns — such as a threat during a ride or a medical emergency — you should call 911 first, not Uber support. Uber's in-app support is designed for account issues, payment problems, lost items, and ride disputes, not emergencies.
The specific support channels available to you depend on whether you use Uber as a rider, driver, or Uber Eats user. Each role has its own support portal within the app, and the issues each one handles differ slightly.
Key Takeaways
- Uber support is reached through the app's Help section or website, not by calling a phone number.
- For safety emergencies, call 911 when ready rather than contacting Uber support.
- Response times depend on issue type and support volume, and can range from minutes to several hours.
- Riders, drivers, and Eats users each have separate support channels within their respective apps.
- Common issues like lost items, payment disputes, and ride cancellations are handled through in-app messaging.
How to contact Uber support as a rider
Open the Uber app and tap the menu icon (three horizontal lines) in the lower right corner. Select "Help" from the menu. You will see a list of common issues organized by category: "Trip issues," "Account and payment," "Lost items," and others. Tap the category that matches your problem.
After selecting a category, Uber displays suggested solutions. If none of those resolve your issue, you can tap "Still need help?" or a similar button to open a chat with a support agent. Type your message describing what happened, and an agent will respond. You can also attach photos or documents to your message if they are relevant to your case.
If you prefer email, you can reach Uber support through the Help section by selecting "Contact us" and choosing email as your method. Response times are typically slower through email than through in-app chat.
How to contact Uber support as a driver
Drivers access support through the Driver app. Tap the menu icon and select "Help." Like the rider app, the Driver app organizes issues by category: "Trip and earnings," "Account and documents," "Vehicle and insurance," and others. Select the category matching your issue.
After reviewing suggested solutions, tap the option to message support. Describe your issue in detail, including any relevant trip numbers, dates, or account information. Driver support handles questions about earnings, document verification, vehicle requirements, and account deactivation.
Driver support response times can be longer than rider support during peak hours, particularly during surge pricing periods when many drivers are active.
What to include when you message support
Provide specific details about what happened: the date and time of the trip, the pickup and dropoff locations, the driver or rider name (if relevant), and the trip ID number if you have it. For payment disputes, include the amount and the date the charge appeared. For lost items, describe what you lost, where you think you left it, and when the trip occurred.
If you have screenshots of the problem — such as a charge you don't recognize or a message from a driver — attach them to your message. Support agents use these details to investigate your case and determine what action to take.
Avoid vague descriptions like "my ride was wrong" or "I was charged too much." Instead, write "I was charged $28 for a ride that Uber's app estimated at $18 before I requested it, and I completed the ride as requested." The more specific you are, the faster support can resolve your issue.
Response times and what to expect
Uber support typically responds to in-app messages within minutes to a few hours, depending on the issue and current support volume. straightforward issues like lost items or payment questions may be resolved in a single exchange. More complex cases — such as account deactivation appeals or disputes over ride charges — may require multiple messages and take 24 to 48 hours to resolve.
When support responds, they will ask clarifying questions if your initial message did not include enough detail. Answer these questions as completely as possible. If you disagree with their resolution, you can reply to continue the conversation, though Uber's final decision on payment disputes and account actions is usually binding.
During high-demand periods (late nights, weekends, major events), response times may be longer. If your issue is not urgent, messaging during business hours typically results in faster responses.
Issues Uber support can and cannot resolve
Uber support can address lost items left in a vehicle, payment disputes over ride charges, cancellation fees, account access problems, document verification for drivers, and complaints about driver or rider behavior. They can also process refunds for rides you did not take or rides that were significantly different from what you requested.
Uber support cannot override local laws or regulations, change pricing in your area, or may provide a specific driver or vehicle type. They also cannot resolve issues that require police involvement, such as theft or assault. For those situations, file a police report first, then contact Uber support with the report number.
If your account has been deactivated, support can review your case and explain why, but they cannot may provide reinstatement. Riders deactivated for safety violations or drivers deactivated for background check failures have limited appeal options.
Alternative ways to reach Uber
Uber's website (uber.com) has a Help section where you can browse articles and submit support requests without using the app. This method works if you cannot access the app or prefer a web browser. The process is the same: select your issue category and message an agent.
Uber does not monitor social media accounts for support requests, though some users report that tagging Uber on Twitter or Facebook occasionally draws attention to high-profile complaints. This is not an official support channel and should not be your first option.
Some cities have Uber Greenlight Hubs — physical locations where drivers can get in-person help with account and vehicle issues. Riders do not have access to these hubs. Check Uber's website to see if there is a hub in your area.
Frequently Asked Questions
Can I call Uber support on the phone?
Uber does not provide a phone number for general support. All support requests go through the app, website, or email. If you have a safety emergency during a ride, call 911. For non-emergency issues, use the in-app Help section.
How long does it take Uber to respond to a support message?
Response times range from minutes to several hours, depending on the issue type and support volume. straightforward issues may be resolved quickly, while complex disputes can take 24 to 48 hours. During peak times, waits may be longer.
What should I do if I lost something in an Uber?
Open the Uber app, go to Help, and select "Lost items." Describe what you lost, when the trip occurred, and which driver had the ride. Uber will contact the driver and ask them to check their vehicle. If the item is found, Uber coordinates the return with the driver.
Can Uber support reverse a charge I disagree with?
Uber support can review disputes over ride charges, surge pricing, or unexpected fees. Provide the trip details and explain why you believe the charge was incorrect. Support will investigate and may issue a refund if they determine an error occurred. Their decision is usually final.
What happens if I disagree with Uber support's decision?
You can reply to the support message to continue the conversation and provide additional information. However, Uber's final decisions on payment disputes and account actions are typically binding. If you believe an error was made, clearly explain your reasoning in your follow-up message.