The fastest way to reach Uber support depends on your problem
Uber's customer service works through the app or website, not by phone. You report issues, request refunds, or ask questions directly in the app under "Help," and Uber responds within hours to days depending on the issue type. For account problems, lost items, or trip disputes, the in-app channel is your only direct route to a support agent. For account security issues, Uber may contact you first.
The response time varies. A lost item report might get a response in a few hours. A fare dispute or driver behavior complaint typically takes 24 to 48 hours. Account lockouts or suspected fraud can take longer because Uber may need to investigate before responding.
Key Takeaways
- Open the Uber app, tap your profile icon, select "Help," and choose your issue type to reach a support agent without calling.
- Lost items, fare disputes, and driver complaints are handled through the in-app Help section, not by phone or email.
- Response times range from a few hours for straightforward requests to 48 hours or more for disputes that require investigation.
- If your account is locked or you suspect fraud, check your email for messages from Uber before submitting a new report.
- Refund requests for trips, cancellation fees, or tolls go through the same Help section and usually include a reason dropdown menu.
How to open a support request in the Uber app
Open the Uber app and tap the profile icon in the bottom right corner (on most phones). Select "Help" from the menu. You will see a list of common issues: "Trip issues," "Lost item," "Account and login," "Payment," "Driver behavior," and others depending on what you use Uber for.
Tap the category that matches your problem. The app will ask follow-up questions — for example, if you choose "Trip issues," it asks which trip, what the problem was, and whether you want a refund. Answer as specifically as you can. Uber uses your answers to route the request to the right team. At the end, you can add a photo or document if it helps explain the issue.
Submit the request. You will see a confirmation screen with a reference number. Uber will send updates to the email address on your account. Check your spam folder if you do not see a response within 24 hours.
What to include when reporting a problem
The more detail you give, the faster Uber can resolve the issue. For a fare dispute, explain what you expected to pay and why the actual fare was wrong — for example, "The trip was 2.3 miles but charged as 5 miles" or "The surge multiplier was 3x but I was not warned before I requested." For driver behavior complaints, describe what happened, when it happened, and which trip it was.
For lost items, tell Uber what you lost, where you think you left it (in the car, on the seat, in the trunk), and when the trip ended. Include the driver's name if you remember it. Uber will contact the driver and ask them to check the vehicle. If the item is found, the driver can return it or Uber may arrange a courier.
For account problems like a locked account or a charge you do not recognize, include the date and time of the problem and any error messages you saw. Screenshots help. If your account was hacked, tell Uber when you first noticed the problem and whether you changed your password.
Refund requests for fares, fees, and tolls
Tap "Trip issues" in the Help section and select the trip you want to dispute. Choose the reason from the dropdown: "Charged too much," "Driver went the wrong way," "Was charged a cancellation fee I should not have paid," or similar options. Uber will ask how much you want refunded and why.
Be specific about the amount. If you were charged a $15 cancellation fee but canceled within the free window, request $15. If the fare was $28 but you think it should have been $20, request $8. Uber reviews the trip data — distance, time, route, surge pricing at the time — and decides whether to refund you. Most straightforward refund requests are approved within 24 to 48 hours.
If Uber denies your refund request, you can submit a second request with more detail, but Uber rarely reverses a denial without new information. If you used a credit card, you can also dispute the charge with your card issuer, though this may affect your Uber account.
Lost item claims and recovery
Report a lost item within 24 hours of the trip. Go to Help, select "Lost item," and describe what you lost. Uber will contact the driver and ask them to check the vehicle. The driver has 24 hours to respond.
If the driver finds your item, they can either return it to you (usually at a location you agree on) or Uber may arrange a courier service to deliver it. You may be charged a delivery fee depending on the distance and your location. If the driver does not respond or says they did not find it, Uber will close the claim after a few days.
Some drivers use a separate lost-and-found service or turn items in to a local police station. If Uber's search does not find your item, ask the driver directly through the app chat (if it is still available) or ask Uber for the driver's contact information so you can follow up.
Account security and fraud reports
If you think your account was hacked, your password was stolen, or someone made trips you did not take, go to Help and select "Account and login." Describe what happened and when you first noticed it. Uber will ask you to confirm your identity — usually by sending a code to your phone or email.
Do not wait for Uber to respond before changing your password. Change it when ready from the account settings page. If you see charges you did not make, report them right away. Uber can sometimes reverse fraudulent charges, but the sooner you report them, the better your chances.
If your account is locked and you cannot log in, you may see a message saying "Account temporarily locked" or "Unusual activity detected." This usually means Uber detected something suspicious and is protecting your account. Check your email for instructions from Uber. You may need to verify your identity or reset your password. Do not create a new account — contact Uber support through the locked account's Help section if you can still access it, or use the "Forgot password" link on the login screen.
Driver behavior and safety complaints
If a driver was rude, drove unsafely, made you uncomfortable, or violated Uber's policies, report it through Help. Select "Driver behavior" and describe what happened. Include the date, time, and trip details. Be specific: "Driver yelled at me about directions" is more useful than "Driver was rude."
Uber takes safety complaints seriously. If you felt unsafe, say so. Uber will review the trip recording (if available in your area), the driver's history, and your account to decide whether to warn the driver, suspend them, or remove them from the platform. You will not always see the outcome, but Uber will confirm that they reviewed your report.
If you experienced harassment, discrimination, or assault, report it to Uber and consider reporting it to local police as well. Uber has a safety hotline in some areas, but the in-app Help section is the standard way to report driver behavior.
Frequently Asked Questions
Can I call Uber customer service instead of using the app?
Uber does not have a general customer service phone line. All support requests go through the app or website. Some countries have phone support for specific issues like account lockouts, but you must start in the app Help section first. Uber will provide a phone number if one is available for your situation.
How long does it take to get a refund after I submit a request?
straightforward refunds like cancellation fee reversals usually process within 24 to 48 hours. Refunds for disputed fares may take longer if Uber needs to review the trip data. Once approved, the refund goes back to your original payment method — credit card, debit card, or Uber Cash — within 3 to 5 business days depending on your bank.
What if Uber denies my refund request?
You can submit a second request with more detail or evidence. If Uber denies it again, you can dispute the charge with your credit card company or bank. Be aware that disputing a charge may trigger a review of your account and could affect your ability to use Uber in the future.
Will the driver know who reported them for bad behavior?
Drivers can see that they received a complaint, but Uber does not tell them your name or the specific details of what you reported. Your identity is protected. The driver may guess it was you if you were the only passenger that trip, but Uber does not confirm it.
What should I do if I do not hear back from Uber after 48 hours?
Check your email, including spam and promotions folders, for messages from Uber. If you still have not heard anything, open the Help section again and check whether your original request is still there. If it is, you can add a comment asking for an update. If it has disappeared, submit a new request with the same issue and reference your original request number.